Major incident

WatchGuard Technologies: 2026-09-04 - AMER - Mexico/Central FireCloud PoP connection issue

Affected: Authentication:::AMER, Health and Connectivity:::AMER

Current status of WatchGuard Technologies: Operational — live WatchGuard Technologies status

Timeline

1. Sep 4, 2026, 17:16 UTC
   investigating
   Some customers are experiencing connectivity issues affecting the Mexico/Central Point of Presence (PoP) related to the handling of policies. Our engineering team is actively investigating the issue. We will provide another update within the next hour as more information becomes available. We apologize for any impact this may be causing to customers. This issue is affecting connectivity through the Mexico/Central PoP only.
2. Sep 4, 2026, 18:23 UTC
   investigating
   We continue to work on the connectivity and policy handling issues affecting the Mexico/Central Point of Presence (PoP). The FireCloud Engineering team is preparing to make infrastructure changes to make the policy handling more reliable in this region. We'll post our next update in 60 minutes, if not sooner.
3. Sep 4, 2026, 18:51 UTC
   investigating
   We continue to work on connectivity issues affecting the Mexico/Central Point of Presence (PoP). Infrastructure updates to the policy handling service will start at 19:00 UTC time and will take approximately 15 to 30 minutes to complete. FireCloud clients connected to the affected PoP region will disconnect and reconnect momentarily while the changes are being deployed. We'll post our next update in 60 minutes, if not sooner.
4. Sep 4, 2026, 18:53 UTC
   investigating
   We are continuing to investigate this issue.
5. Sep 4, 2026, 20:14 UTC
   investigating
   We continue to work on connectivity issues and policy handling issues affecting the Mexico/Central Point of Presence (PoP). Infrastructure updates are being deployed to the affected region. We apologize for any impact this may be causing to customers. We'll post our next update in 60 minutes, if not sooner.
6. Sep 4, 2026, 21:32 UTC
   monitoring
   WatchGuard deployed new infrastructure to increase capacity for users experiencing connectivity issues affecting the Mexico/Central Point of Presence (PoP) related to the handling of policies. Services our currently restored. Our engineering team continues monitoring and investigating the issue. We will provide another update within the next 4 hours as more information becomes available. We apologize for any impact this may have caused your customers. This issue was affecting connectivity through the Mexico/Central PoP only.
7. Sep 5, 2026, 01:45 UTC
   resolved
   An infrastructure update was deployed in the Mexico/Central PoP to address the client scaling issues detected earlier today. We are no longer experiencing connectivity issues and policy handling issues in this region, and this incident is now resolved. We will continue to monitor the infrastructure to ensure the environment remains stable for clients.

Updates as published by WatchGuard Technologies (original).