Elevated error rates, subscription management unavailable

Incident Report for PRTG Hosted Monitor

Resolved

All systems are back up and running again.

Posted Oct 20, 2025 - 13:09 UTC

Update

Subscription Service is fine again.
We notice occasional issues with EC2 instances in us-east-1 when being restarted, being stuck in stopping state. We're actively working on recovering those machines as fast as possible.

Posted Oct 20, 2025 - 12:24 UTC

Update

We are continuing to monitor for any further issues.

Posted Oct 20, 2025 - 12:22 UTC

Update

We see continous recovery on the subscription service, reducing severity from major outage to degraded performance and continue monitoring.

Posted Oct 20, 2025 - 09:48 UTC

Monitoring

Issues are related to an outage in one AWS region that affected some of our own and also relevant 3rd party services. See also https://health.aws.amazon.com/health/status

Listing existing subscriptions/instances on app.my-prtg.com might be still impaired, same goes for booking new subscriptions or starting PRTG Hosted Monitor trials.

Recovery is currently ongoing, we monitor the situation and post an update.

Posted Oct 20, 2025 - 09:39 UTC

Investigating

We are currently seeing elevated error rates impacting several services. Services related to booking/managing subscriptions are impaired as well. Existing subscriptions are currently also not showing.

Posted Oct 20, 2025 - 08:02 UTC

This incident affected: PRTG Instances (AWS EC2 Instances (us-east-1 - United States - Northern-Virginia)).