Actionstep Incident History

Between 19:39–22:00 NZST, some Actionstep users were unable to log in to the website. The issue affected users on certain ISPs, particularly Virgin Media. Impact: Login access only. No customer data was affected or moved. Cause: Likely network or routing changes on the affected ISPs impacting access to the Actionstep login page. Affected customers should contact their ISP to check for recent changes. Data location clarification: No customer data is stored in AP Southeast 2. That region only serves the login page. Once you select your system tile, you're redirected to the data centre where your system actually resides (UK region for UK customers). Your data has not moved and remains stored in your designated region. Workaround: If you're still affected, use a mobile hotspot to reach the login page and sign in, then switch back to your normal Wi-Fi once logged in. For further help, log a ticket at https://support.actionstep.com

Following up to confirm this is resolved. Our investigation traced the login connectivity issue to certain ISPs, particularly Virgin Media, and confirmed it is not an Actionstep platform issue. If you experience this again, please contact your ISP to check for network or routing changes affecting access to the Actionstep login page. On data location: none of your data is stored in AP Southeast 2. Only the login page is served from there, and once you select your system tile you're redirected to the data centre where your system actually resides, which for UK customers is the UK region. Your data has not moved and is not stored outside your designated region. We're closing this ticket as resolved. If anything comes up, reach us via ticket at https://support.actionstep.com.

Following up on the login connectivity issue. Our investigation confirms this is not an Actionstep platform issue. It is linked to certain ISPs, particularly Virgin Media. Please contact your ISP to check for recent network or routing changes affecting access to the Actionstep login page. On data location: none of your data is stored in AP Southeast 2. Only the login page is served from there. Once you select your system tile, you are redirected to the data centre where your system actually resides, which for UK customers is the UK region. Your data has not moved and is not stored outside your designated region. Temporary workaround: use a mobile hotspot to reach the login page and sign in, then switch back to your normal Wi Fi once logged in. If you need any further help, our support team is available via ticket at https://support.actionstep.com

Follow up on the login connectivity issue. Investigation confirms this is not an Actionstep platform issue. It is linked to certain ISPs, particularly Virgin Media. Please contact your ISP to check for recent network or routing changes affecting access to the Actionstep login page. None of your data is stored in ap southeast 2. Only the login page is served from there. Once you click your system tile, you are redirected to the data centre where your system actually resides, which for UK customers is the UK region. Your data has not moved and is not stored outside your designated region. Temporary workaround: use a mobile hotspot to reach the login page and sign in, then switch back to your normal Wi Fi once logged in. If you need any further help, our support team is available via ticket at https://support.actionstep.com

The investigation has confirmed that this connectivity problem is not being caused by the Actionstep platform, but is instead linked to certain internet service providers, particularly Virgin Media. We recommend contacting your ISP to check for any recent network or routing changes that could be affecting access to the Actionstep login page. None of your Actionstep data is stored in the ap-southeast-2 region, only the login page is served from there. As soon as you click your system tile, you are redirected to the data centre where your system actually resides (for UK customers, this is the UK region). Your data has not moved and is not being stored outside your designated region. As a temporary workaround, you can use a mobile hotspot to access the login page and sign in, then switch back to your normal Wi‑Fi to continue working once you are logged in. If you need any further help, our support team is available via ticket at https://support.actionstep.com

The investigation has confirmed that this connectivity problem is not being caused by the Actionstep platform, but is instead linked to certain internet service providers, particularly Virgin Media. We recommend contacting your ISP to check for any recent network or routing changes that could be affecting access to the Actionstep login page. None of your Actionstep data is stored in the ap-southeast-2 region, only the login page is served from there. As soon as you click your system tile, you are redirected to the data centre where your system actually resides (for UK customers, this is the UK region). Your data has not moved and is not being stored outside your designated region. As a temporary workaround, you can use a mobile hotspot to access the login page and sign in, then switch back to your normal Wi‑Fi to continue working once you are logged in. If you need any further help, our support team is available via ticket at https://support.actionstep.com.

We are currently investigating this issue.