The issue with ISPs seems to have been resolved. We didn't get a very clear answer from ISPs on what was the exact root cause, but it seemed connected to DNS caching issues, which is back to normal now.
Posted Apr 16, 2024 - 12:52 UTC
Monitoring
The issue with ISPs seems to have been resolved. We are monitoring it with customers who had got in touch with us to confirm whether the problem is really completely gone before marking this incident as resolved.
This issue has affected only US-based customers.
Posted Apr 15, 2024 - 14:54 UTC
Update
We are continuing to investigate this issue.
Posted Apr 15, 2024 - 08:23 UTC
Investigating
We are aware of an issue preventing some users from accessing the smartbear.com domain and subdomains.
This issue affects users of specific internet service providers (ISPs), primarily Xfinity users who leverage the Xfinity Advanced Security technology. To access the SmartBear.com domain, users must disable Advanced Security for their network. We have contacted Xfinity to resolve this issue and await a resolution. To disable the Advanced Security, follow the instructions provided at https://www.xfinity.com/support/articles/using-xfinity-xfi-advanced-security.
Other ISPs might be preventing access to smartbear.com domain and subdomains as well.
While we investigate the issue, to try and workaround the issue, please try using a different ISP, such as a mobile hotspot.
Posted Apr 15, 2024 - 08:21 UTC
This incident affected: Zephyr Scale Cloud and Zephyr Scale Cloud REST API.