On March 23, 2026, during a scheduled maintenance window, the Gateway Server (GS) component in the NAM1 region was accidentally restarted, causing gateways to disconnect in a similar pattern to the March 3 incident.
The development team took the opportunity to roll out a fix that had been planned for the next maintenance window. The fix resolved the reconnection issue and gateways are now reconnecting within several minutes.
Some gateways got disconnected for some of the tenants in the NAM1 region following an accidental Gateway Server restart during a maintenance window.
The incident was triggered by an accidental restart of the Gateway Server component in NAM1 during a scheduled maintenance window, causing gateways to disconnect in the same pattern observed during the March 3 incident — where simultaneous reconnects under high server load led to premature connection drops due to insufficient timeout and cache configurations.
The development team used the opportunity to roll out a fix ahead of its planned release date. The deployed fix resolved the reconnection bottleneck, and affected gateways are now reconnecting within several minutes. No customer action is required.
Procedures around component restarts during maintenance windows will be reviewed to prevent accidental restarts of production-critical components such as the Gateway Server.
The fix rolled out during this incident addresses the reconnection performance issues identified in the March 3 post-mortem. Gateway Server instances in NAM1 are now able to handle mass reconnect scenarios significantly more efficiently, with reconnection times reduced to within several minutes.