Major incident

Spiceworks: Some users unable to reach Cloud Help Desk

Affected: Cloud Help Desk

Current status of Spiceworks: Operational — live Spiceworks status

Timeline

1. Oct 27, 2026, 12:27 UTC
   investigating
   We’re aware that some users can’t load Cloud Help Desk and see a “This site can’t be reached” (ERR_TIMED_OUT) error in their browser. The service is up and running normally for most users. The problem appears limited to certain networks or internet providers. Workaround: If you’re affected, try a different network, such as a mobile hotspot, a home connection, or a VPN. Several affected users have restored access this way. We’re working with our network provider to find and fix the cause. To help us investigate, please contact support with: - Your country and internet provider (or whether you’re on a corporate or VPN network) - The time you first saw the error We’ll post another update as soon as we know more.
2. Oct 27, 2026, 13:27 UTC
   investigating
   We are continuing to investigate this issue.
3. Oct 27, 2026, 13:30 UTC
   investigating
   We’ve identified the cause of this issue. Cloudflare, our network provider, has confirmed a third-party problem affecting certain vendor firewalls after a recent firmware upgrade. When traffic passes through an affected firewall, the firewall blocks the connection while inspecting it, and the browser shows “This site can’t be reached” (ERR_TIMED_OUT). Cloud Help Desk and Cloudflare’s network are both working normally, and your data is not affected. This is why the issue only affects some users and why switching networks restores access. Cloudflare incident: https://www.cloudflarestatus.com/incidents/dk2obcyw2aew What you can do: Contact your IT team or firewall vendor and share the Cloudflare incident above. If your firewall recently got a firmware update, they may need to roll it back, apply a vendor fix, or exclude on.spiceworks.com from HTTPS/SSL inspection. Workaround: Connect from a network that doesn’t go through that firewall, such as a mobile hotspot or home connection. Because the fix has to be made in the affected firewall’s configuration, we can’t resolve this from our side. We’re monitoring Cloudflare’s incident and will post updates here.
4. Oct 27, 2026, 16:21 UTC
   monitoring
   Cloudflare, our upstream provider, has confirmed that the issue causing connection timeouts (ERR_TIMED_OUT / ERR_EMPTY_RESPONSE) for some users was resolved as of 20:42 IST on Oct 27, 2026. Services are working normally. We will keep monitoring from our end to make sure everything stays stable. If you still have trouble connecting, please refresh your browser or clear its cache. Contact our support team if the problem continues. We will post a final update once we confirm everything is stable.
5. Oct 27, 2026, 18:52 UTC
   resolved
   We've seen no further reports of this issue in the past few hours and are considering it resolved. If you are still experiencing the problem, please let us know at [email protected]

Updates as published by Spiceworks (original).