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Mar 31, 2026 7:34 AM PDT

Users getting disconnected to Keypoint and cannont reconnect

Updates

  • Mar 31, 2026 6:33 PM PDT

    Users are getting disconnected to Keypoint and are getting an error when connecting to "contact the administrator." We are unable to connect to our gw01 server. Resolved: The gw01 gateway was rebooted and connectivity validated, with affected users able to reconnect by about 07:28 PDT and the incident mitigated by 07:34 PDT. The root cause wasn’t definitively identified, but evidence pointed to a transient network/AWS blip rather than a gateway-domain controller failure, with monitoring to continue.

    Resolved
  • Mar 31, 2026 7:34 AM PDT (10 hours and 59 minutes earlier)

    Users are getting disconnected to Keypoint and are getting an error when connecting to "contact the administrator." We are unable to connect to our gw01 server. Mitigation involved checking the gw01 server and validating connectivity after a suspected reboot. Responders discussed whether the server had rebooted, and Tyler noted that things “might be working now,” indicating the reboot/validation step restored access.

    Monitoring