2026-06-03 CloudieConnect Failing to Register

Updated at June 5th, 2026

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Table of Contents

Affected Services: Event Summary Event Timeline June 3, 2026 June 4, 2026 Root Cause Impact Summary Future Preventative Action Immediate Actions Long-term Actions

Event Description: At approximately 8:00 AM ET, June 3, 2026, we became aware that the IPs associated with the CloudieConnect services became unassociated with the registration servers

Event Start Time: 2026-06-03 8:30 AM EST

Event End Time: 2026-06-03 10:30 AM EST

Affected Services:

CloudieConnect Desktop App (Branded and Unbranded)
CloudieConnect Mobile App (Branded and Unbranded)

Event Summary

At approximately 8:00 AM ET, June 3, 2026, we became aware that the IPs associated with the CloudieConnect services became unassociated with the registration servers. This caused CloudieConnect desktop and mobile applications to be unable to register for both branded and unbranded apps. Our team worked with Tragofone to investigate and restore services, which included manually re-associating the Elastic IP and reassigning static IPs to both servers. The team continued to investigate the root cause and deployed a long term fix by 10:30 AM EST to prevent this from occurring again.

Event Timeline

June 3, 2026

8:00 AM EST - Tragofone reported domain unreachable, ports inaccessible, and portal unavailable
8:21 AM EST - Confirmed Elastic IP was unassigned from all servers
8:40 AM EST - Elastic IP manually re-associated to Server 2, domain briefly restored
8:42 AM EST - Server 2 found unreachable via SSH, Elastic IP moved to Server 1
8:45 AM EST - Both servers temporarily unreachable, internal IPs found to be cleared
9:28 AM EST - New static IP assigned to Server 2
9:38 AM EST - New static IP assigned to Server 1, services fully restored
10:30 AM EST - Root cause identified via AWS logs, automated script under Tragofone-EC2-Failover-Role performed ‘DisassociateAddress’ without corresponding ‘AssociateAddress’.

June 4, 2026

10:00 AM EST – After 24 hours of sustained stability confirmed, the incident was marked as resolved.

Root Cause

At approximately 8:00 AM EST, Tragofone advised that the domain was unreachable, required ports were inaccessible, and the portal could not be opened. All services on the server side were also confirmed to be running as it should. Upon investigation, it was found that the server was failing to reliably receive commands from AWS, causing the AssociateAddress command to fail.

Impact Summary

CloudieConnect Failing to Register: Approximately 2.5 hours of customer impact

CloudieConnect desktop and mobile applications were unable to register for both branded and unbranded apps. This affected all end users attempting to access the platform.

Future Preventative Action

Immediate Actions

Immediate Action that was taken was manually re-associating the Elastic IP address

Long-term Actions

As a long-term fix, we added a secondary interface for fallback and have implemented monitoring to alert if and when the primary interface becomes unreachable to prevent this from occurring again.

crisis plan emergency protocol