Cloud SWG: DNS Proxy Incorrectly Enabled

We have monitored the service for stability and this incident shall now be closed.

We have implemented a fix. We will now monitor the service for stability and provide updates as soon as new information becomes available.

The emergency maintenance activity on the Cloud Portal is completed and the portal is once again operational. We continue to work on a fix for the DNS issue. We will provide updates as new information becomes available.

As part of service restoration, Cloud portal may be unavailable for the next 10-15 minutes. See the full impact below:

Impact

• During this period, administrators may need to re-authenticate to the portal.
• Real-time traffic filtering will not be impacted.
• Active log download sessions may experience a brief disruption, which can be resolved by retrying the download.
• Expect intermittent portal availability and existing authenticated portal sessions to be ended.
• Customers using Management Center jobs to update UPE policy may see the connection terminated and re-established. During the maintenance period, UPE policy push will be unavailable. All previously configured policies will remain active.

We are aware of a subset of Cloud SWG customers currently experiencing DNS resolution issues for internal (non-public) applications and/or websites. As per our initial investigation the issue started occurring on September 15, 2023 at 21:00 UTC. Some customers got DNS Proxy enabled which is routing their DNS requests through Cloud SWG that may break their ability to resolve some internal applications/websites.

We are actively investigating this issue and will provide updates as soon as new information becomes available.