On June 11th 2022 at 14:01 UTC, Autotask PSA partners in zones AE2 & AW2 experienced a service interruption.

This caused an application pool for the first numbered API server in both the AE2 and AW2 zones stopped, halting jobs on both of those hosts. Other hosts within the zone continued to process requests, but if a client had established a connection with either of the troubled hosts, they would encounter errors.  These hosts should have been pulled out of the load balancing pool, since one or more of their application pools had stopped, but were not.   

Our Engineering team deployed a fix to correct the problem on June 11th 2022 at 17:43 UTC.

We are investigating why the hosts were not pulled out of the load balancing environment when their application pools had stopped processing work.