IT Team

We are continuing to investigate an issue that is preventing Canadian clients from accessing TheWorxHub using 'clientname.theworxhub.ca' URLs. At this time, we cannot confirm whether the previous URL will be restored, so users should use the currently supported URL going forward to ensure uninterrupted access: 'clientname.theworxhub.com' We recommend updating any bookmarks, shortcuts, or saved links to the supported URL above. We sincerely apologize for the inconvenience and understand how important consistent access is for your teams. We are taking this seriously and are strengthening our internal domain management processes to help prevent similar issues going forward. We will share additional updates as we have more information. Please contact ams-support.si@siemens.com if you have any questions"

A fix has now been deployed across all supported platforms and is available to all customers. Our teams are actively monitoring the environment and platform telemetry to validate the effectiveness of the changes and ensure systems continue to operate as expected. We encourage all customers to verify that their macOS devices are online and reporting successfully following the deployment of this fix. While many devices should recover normally, some macOS agents may remain offline and will require additional remediation including manual intervention by the end users. To assist with this process, we have prepared a step-by-step guide that will help you confirm agent status, identify devices requiring further assistance, and walk you through the recommended recovery steps: https://rmm.datto.com/help/en/Content/Troubleshooting/Agent/macOS11994.htm We appreciate your patience, understanding, and partnership while we worked to investigate and resolve these issues. Should you have any additional questions or require assistance, please contact our support team at https://helpdesk.kaseya.com/hc/en-gb#/contact

Our efforts to mitigate the elevated packet loss with a single Availability Zone (eus2-az1) in the EU-SOUTH-2 Region is still underway. We are seeing some signs of improvement as a result of multiple parallel efforts. We continue to work to confirm root cause and fully mitigate the issue. While we currently do not have an estimate for how long our actions will take, we will keep you informed of our progress and provide you with another update by 11:00 AM PDT or sooner as new information becomes available.