Our ScreenConnect cloud instance is currently unreachable. It appears to be a DNS-related problem: some public DNS resolvers return no record for our instance while others resolve it successfully. Is anyone else seeing intermittent or complete connectivity issues, particularly in the US?
4 Answers
The outage has affected multiple instances and, for some users, even the vendor's public website. Reports range from roughly 20–60 minutes of downtime to repeated cycles of working and failing, so rebooting the workstation is unlikely to resolve the underlying issue.
This appears to be network-dependent. Some people can connect normally, while others get DNS errors or intermittent access. In a few cases the service worked over a mobile hotspot but failed through a business ISP, suggesting resolver or upstream DNS differences rather than a local computer problem.
Several organizations are reporting the same thing, with instances going offline or coming back intermittently. The symptoms seem to vary by region and network provider, and the vendor's status page was slow to reflect the incident. Their later notice indicated DNS disruptions affecting partners in the US region.
A temporary workaround is to resolve the instance hostname from a DNS source that still has the record, then add the resulting IPv4 address and hostname to the local hosts file at C:WindowsSystem32driversetchosts. Remove the entry once DNS is fixed, since the service IP could change.
The workaround lets me reach the cloud server, but the remote endpoints still won't connect. It appears to help with the instance lookup only, not every part of the service.
I used the same approach, but first compared the address with the latest IP-change notice. Adding it to a temporary internal DNS zone worked better for our organization, and I plan to remove that record once normal DNS resolution returns.