1

Hello, We are unable to access our Cloud Help Desk site, either via a browser or the mobile app.

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2

Same here, Cloud helpdesk isn’t coming up but also Device Inventory is coming up but data is not populating. Software inventory and Connectivity dashboard come up fine. Contracts took a while but eventually came up.

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3

Reported.

Anyone else? Are you able to get to CHD, or having trouble as well?

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4

Update: so far, unable to replicate the problem.

You might want to write directly to support@spiceworks.com in case these are individual issues that we can look into.

5

@JABurke

Can you check Device Inventory again? We’ve made a change that might have fixed that particular issue.

6

Still just getting a spinning wheel…

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7

Just sent an email to support@spiceworks.com with screenshots of what I am seeing.

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8

Thanks, perfect.

9

We are having same issue here in USA based company. Cannot access on any network.

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10

We are also unable to access the system, when we try going to tickets we get the site can’t be reached error. Tried from multiple browsers and multiple devices.

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11

Hey everybody. I’ve created a status page entry that’ll be kept up-to-date by yours truly. The issue is being treated as a high priority.

Keep an eye on the status page for updates:

Thanks!

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12

A partial work around is that the phone app for Cloud Help Desk still works as do the email open/update/close features so I can still manage user requests that come in.

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13

Hi all, sorry about the connectivity issues this morning. We’ve been investigating and haven’t been able to reproduce the issue. Based on the reports we’ve had, it seems to have been regional, only impacting some of you.

Is anyone continuing to experience this issue now? If so, it would be useful to know whether it impacts you on multiple networks or not. For ex. if you use your mobile device and it is not connected to the same network (perhaps using cell network) do you see the same issue? Can you let us know your approximate location if you’re comfortable (city or state, country etc)?

14

A traceroute output may be useful too, if this persists or crops back up!

See

15

From verizon wireless I can access everything fine. From Optimum, I am still seeing the same issues. I never recieved any ack of the email I sent support this morning so no idea if there is an existing ticket open.

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16

I don’t see an existing ticket under the email that you use for your account. I wonder if the core problem is preventing your email from getting to us at all.

17

We’ve made some minor edge network changes to try to assist ISP routing resolution, but that’s a low confidence change because visibility remains limited for us.

If anyone still impacted can share traceroute specifics, that helps!

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18

@Ben-B-Spiceworks

C:\Windows\System32>nslookup on.spiceworks.com
Server: dns.google
Address: 8.8.8.8

Non-authoritative answer:
Name: on.spiceworks.com
Address: 107.154.251.18

C:\Windows\System32>tracert on.spiceworks.com

Tracing route to on.spiceworks.com [107.154.251.18]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.8.1
2 3 ms 3 ms 3 ms ool-18bbd499.static.optonline.net [24.187.212.153]
3 10 ms 11 ms 10 ms 10.240.170.33
4 27 ms 14 ms 12 ms 67.59.240.2
5 18 ms 18 ms 11 ms ool-4353fa84.dyn.optonline.net [67.83.250.132]
6 15 ms 30 ms 14 ms 67.59.251.72
7 18 ms 17 ms 13 ms 64.15.6.8
8 17 ms 16 ms 13 ms nyk-b7-link.ip.twelve99.net [62.115.153.104]
9 20 ms 19 ms * nyk-bb1-link.ip.twelve99.net [62.115.143.10]
10 17 ms 17 ms 13 ms nyk-b12-link.ip.twelve99.net [62.115.135.119]
11 11 ms 14 ms 14 ms imperva-ic-375269.ip.twelve99-cust.net [62.115.13.253]
12 24 ms 12 ms 13 ms 131.125.129.81
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

19

I am still able to send emails to cloud help desk from the optimum network, so emails don’t seem to be affected. Also, connectivity dashboard is populating with data from user laptops so the agent can connect. It just seems to be the web interface that isn’t accessible. I am going to guess that some Internet provider that is being routed through has a bad router interface and it’s dropping packets. It doesn’t look like a DNS issue. Just a guess though.

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20

We are also unable to open on.spiceworks.com , tracert stops at the same 131.125.129.81 address.
Interesting enough, our ISP is Lightpath which is part of optimum (optonline) as the last post trace.
Our first support ticket went to Lightpath ISP.

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