Resolved

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

Update

As of 20:20 UTC, the DNS issue impacting the service has been restored. Broadcom.com is accessible and authentication is fully functional. Customers will no longer experience issues accessing or managing their respective products/services. We are continuing to monitor the service to ensure stability, and we will update the status of this incident when further information is available.

Monitoring

We are starting to see improvements and DNS requests propagating and resolving successfully.

We will provide updates as new information becomes available.

Identified

We are continuing to investigate this issue as high priority. We have narrowed the root cause to a DNS propagation issue. The DNS records are not successfully replicating across the global DNS servers. Customers may continue to experience issues accessing and/or using various services.

We will provide updates as new information becomes available.

Update

We are continuing to investigate this issue as high priority. As per our preliminary investigation, the DNS service is impacted and resulting in authentication failures. Some customers are experiencing errors accessing portal and other applications while others may experience degraded performance. Please note that there is no impact to protection services.

We will provide updates as new information becomes available.

Investigating

We are currently aware of customers experiencing issues using multiple products and services. This is related to an ongoing DNS issue. We are currently investigating the cause of this issue and will provide updates as new information becomes available.

Began at:

Affected components
  • App Synthetic Monitor
    • App Synthetic Monitor
  • CloudSOC CASB
    • Global Securlets
    • Global Audit
    • Global Portal
    • EU Audit
    • Mirror Gateway
    • Global Gateway
    • EU Portal
    • EU Gateway
    • EU Securlets
    • Cloud Management Portal
  • Cloud Secure Web Gateway
    • Data Centers - Americas
      • Las Vegas (GUSLV1)
      • Buenos Aires (GARBA1)
      • Columbia (GUSCO1)
      • Des Moines (GUSDM1)
      • Portland (GUSPO1)
      • Sao Paulo (GBRSP1)
      • Los Angeles (GUSLA1)
      • Mexico City (GMXMC1)
      • Washington, DC (GUSAS1)
      • Montreal (GCAMO1)
      • Toronto (GCATO2)
      • Dallas (GUSDA)
    • Data Centers - Asia Pacific
      • Sydney (GAUSY1)
      • Taipei (GTWTA1)
      • Tokyo (GJPTK)
      • Wellington (GNZWL)
      • Melbourne (GAUME)
      • Mumbai (GINMU1)
      • Osaka (GJPOS1)
      • Seoul (GKRSE1)
      • Singapore (GSGRS1)
      • Auckland (GNZAU1)
      • Delhi (GINDE)
      • Hong Kong (GCNHK1)
      • Indonesia (GIDJK11)
      • Shanghai (ACNSH1)
      • Beijing (ACNBJ1)
      • Shanghai (ACNSH2)
      • Beijing (ACNBJ2)
    • Data Centers - Europe, Middle East & Africa
      • Abu Dhabi (GAEAD1)
      • Stockholm (GSESK1)
      • Copenhagen (GDKCP1)
      • Dover (GGBDO)
      • Tel Aviv (GILTA1)
      • Tel Aviv (GILTA2)
      • Turin (GITTU1)
      • Dubai (GAEDX1)
      • Dublin (GIEDU1)
      • Frankfurt (GDEFR1)
      • Helsinki (GFIHE1)
      • Johannesburg (GZAJB1)
      • Madrid (GESMA1)
      • London (GGBLO1)
      • Milan (GITMI1)
      • Munich (GDEMU)
      • Oslo (GNOOS1)
      • Amsterdam (GNLAM1)
      • Belgium (GBEBR11)
      • Bucharest (GROBU1)
      • Paris (GFRPA1)
      • Zurich (GCHZU1)
      • Riyadh (GSARI)
      • Ankara (GTRAN)
      • Warsaw (GPOWA)
    • Portal & Reporting
      • Software Download Licensing
      • Cloud Portal
      • Log Transfer Services
      • Management UI
      • PAC File Management System (PFMS)
      • Reporting Services and Portal Dashboards
      • API Services
      • Symantec Secure Login
    • Global Services
      • WebPulse
      • SCIM Service
      • Web Isolation
      • DLP Cloud Detection
      • CASB Gatelets
      • Data Center Selection  Services
      • Global Intelligence Network
      • Anti-Malware Scanning
      • Malware Analysis Sandbox
      • Agent Access
      • Entitlement Management
    • FedRAMP
  • Cloud Workload Protection
    • Device Enrollment
    • Customer/Domain Provisioning
    • Cloud Workload Protection for Storage
    • Cloud Workload Assurance
    • Device Protection
    • Cloud Portal
  • Continuous Delivery Director
    • Continuous Delivery Director
  • DX SaaS
    • DX Insights Platform
      • Application Performance Management (APM)
      • App Experience Analytics Console (AXA)
      • App Experience Analytics Collector (AXA)
      • Operational Intelligence (OI)
    • DX Insights Platform - EU
      • Application Performance Management (APM)
      • App Experience Analytics Console (AXA)
      • App Experience Analytics Collector (AXA)
      • Operational Intelligence (OI)
  • DLP Cloud
    • Europe
      • Cloud Gateway
      • Detection
      • OCR
      • MIP
      • CASB Service integration
      • CloudSWG Service integration
      • Email Service integration
      • ZTNA Service integration
      • Web Isolation integration
      • Innovation Labs
      • Portal (Cloud Managed)
      • Entitlement management
    • United States
      • Cloud Gateway
      • Detection
      • OCR
      • MIP
      • CASB Service integration
      • CloudSWG Service integration
      • Email Service integration
      • ZTNA Service integration
      • Web Isolation integration
      • Innovation Labs
      • Portal (Cloud Managed)
      • Entitlement management
    • India
      • Cloud Gateway
      • Detection
      • OCR
      • MIP
      • CloudSWG Service integration
      • Email Service integration
      • Entitlement management
    • Data Centers for data processing
      • Belgium
      • India
      • Singapore
      • United States
  • Edge Secure Web Gateway
    • Time Services
    • Licensing
    • Trust Package
    • Content Analysis Server
    • Edge Secure Web Gateway (Edge SWG)
    • High Risk Isolation (HRI)
    • Advanced Secure Gateway
    • Policy Services Subscription
  • Email Security.cloud
    • ClientNet
    • Quarantine Portal
    • Phishing Readiness
    • PBE Service
    • Americas
    • Japan
    • Data Feed API
    • Europe, Middle East & Africa
    • Asia Pacific
    • Threat Isolation
  • Intelligence Services / WebFilter
    • WebPulse Automation Toolkit
    • Threat Explorer
    • WebFilter Database Downloads
    • Site Review
    • Priority Rating Service
    • WebPulse
    • Licensing
    • File Reputation Service
    • Intelligence Services Database Downloads
  • Layer7 API Management
    • Portal - Staging
      • EMEA - Staging
      • US - Staging
    • Portal - Production
      • EMEA - Production
      • US - Production
  • Messaging Gateway
    • Software Enablement Services
    • Content Services
  • Partner Services
    • GCSP Marketplace
    • Partner Support Console (PSC)
  • Rally
    • US
      • Authentication
      • Insights (Beta)
      • Lookback API
      • Search
      • Support Link
      • Watches
      • Main Application
    • EMEA
      • Support Link
      • Search
      • Watches
      • Authentication
      • Main Application
      • Insights (Beta)
      • Lookback API
    • FedRAMP
      • Authentication
      • Main Application
      • Support Link
      • Search
      • Watches
    • Sandbox
  • Symantec ZTNA
    • Management Portal - Americas
    • Management Portal - Europe, Middle East & Africa
    • Connectivity PoD - Americas
    • Connectivity PoD - Europe, Middle East & Africa
  • Support Portal
    • Licensing
    • Portal
    • Case Management
  • Symantec Endpoint Protection Mobile
    • Devices Protection
    • Management Console - Europe, Middle East & Asia
    • EMM Integration - Airwatch
    • EMM Integration - XenMobile
    • EMM Integration - Blackberry UEM
    • Cloud Secure Web Gateway Integration
    • EMM Integration - MobileIron Core
    • Mobile Backend Connectivity
    • EMM Integration - MobileIron Cloud
    • Reporting & Notifications
    • Management Console - Americas (mc)
    • Management Console - Americas (us-mc1)
    • EMM Integration - Intune
    • EMM Integration - Maas 360
  • Symantec Endpoint Security Complete
    • Europe
      • Adaptive Protection
      • Cloud Portal
      • Cloud Workload Protection
      • Device Protection
      • Endpoint Detection and Response
      • Mobile
      • Secure Connection
      • Threat Defense for Active Directory (TDAD)
      • Threat Intelligence APIs
    • North America
      • Adaptive Protection
      • Cloud Portal
      • Cloud Workload Protection
      • Device Protection
      • Endpoint Detection & Response
      • Mobile
      • Secure Connection
      • Threat Defense for Active Directory (TDAD)
      • Threat Intelligence APIs
    • India
      • Adaptive Protection
      • Cloud Portal
      • Cloud Workload Protection
      • Device Protection
      • Endpoint Detection and Response
      • Mobile
      • Secure Connection
      • Threat Defense for Active Directory (TDAD)
      • Threat Intelligence APIs
  • Symantec Endpoint Security Enterprise
    • North America
      • Cloud Portal
      • Device Protection
      • Mobile
      • Secure Connection
    • Europe
      • Cloud Portal
      • Device Protection
      • Mobile
      • Secure Connection
    • India
      • Cloud Portal
      • Device Protection
      • Mobile
      • Secure Connection
  • Web Isolation
    • Data Centers - Americas
      • Montréal, Québec, Canada (northamerica-northeast1)
      • São Paulo, Brazil (southamerica-east1)
      • Ashburn, Northern Virginia, USA (us-east4)
      • The Dalles, Oregon, USA (us-west1)
    • Data Centers - Asia Pacific
      • Hong Kong (asia-east2)
      • Tokyo, Japan (asia-northeast1)
      • Seoul, South Korea (asia-northeast3)
      • Mumbai, India (asia-south1)
      • Jurong West, Singapore (asia-southeast1)
      • Sydney, Australia (australia-southeast1)
    • Data Centers - Europe, Middle East & Africa
      • St. Ghislain, Belgium (europe-west1)
      • London, England, UK (europe-west2)
      • Frankfurt, Germany (europe-west3)
      • Tel-Aviv, Israel (me-west1)
    • Cloud Management Portal
  • VIP
    • VIP Self Service Portal
    • VIP Manager
    • VIP Retail Website
    • Reporting API
    • My VIP
    • Voice Delivery
    • User Authentication SAML Service
    • SMS Delivery
    • Mobile Push Delivery
    • User Authentication Javascript Service
    • Authenticator Validation and Management APIs
    • Authenticator Provisioning Service
    • User Validation and Management APIs
    • Intelligent Authentication