SCB Global Ltd - Azure Front Door Services experiencing 5XX errors - WebAgent loading and sign-in issues – Incident details

All systems operational

Azure Front Door Services experiencing 5XX errors - WebAgent loading and sign-in issues

Resolved
Partial outage
Started 4 months agoLasted about 20 hours

Affected

Anywhere365

Partial outage from 4:00 PM to 11:43 AM

Updates
  • Postmortem
    Postmortem

    Reason for Outage (RfO) Report for Slowness in WebAgent 

    Date & Time of Outage 

    12:05 UTC 15/09/2025 - 21:33 UTC  

    Severity Level 

    P2 - Core Systems Failure (Partial Services Affected) 

    Affected Service(s) 

    WebAgent 

    Report Date 

    17 September 2025 

     

    Incident Details 

     What users experienced:

    •  Users encountered very slow loading times when accessing the WebAgent URL and also experienced difficulties signing in. Sometimes users were experiencing 504 (Gateway Timeout) errors.  

    Who was impacted:  

    • Microsoft initially communicated multiple regions in the US, but later narrowed this down to customers accessing services in the East US. 

    When did the issue start:  

    • Customers informed us that on 15 September, they received a lot of reports from their users of the slowness to login to WebAgent. 

     

    When was the issue resolved: 

    • Microsoft communicated the following actions during the event: 17:19 UTC on 15 September 2025 

    •  Additional capacity was provisioned to address overloaded environments.  

    • This reduced the frequency of error rates, but lower-volume error rates were still observed from our telemetry. 

    • 20:12 UTC on 15 September 2025 - Additional throughput optimization was rolled out to reduce system load further. 

    • 21:33 UTC on 15 September 2025 – Service(s) restored, customer impact mitigated, and verified by service telemetry. 
       

     
    SCB Global apologizes for any inconvenience this incident may have caused. 

     

    Root Cause:

    A platform issue impacted Azure Front Door (Standard, Premium, and Classic SKUs) and Azure CDN Standard from Microsoft. The impact was limited to two Points of Presence (PoPs) in East US and affected only cache-miss traffic 

     
    Detection Method:

    Manual verification and troubleshooting by the SCB technical team.  

    Corrective Actions:

    Actions taken, lessons learned, and next step from customer/partner: 

    • Microsoft’s initial communication was delayed by three hours from the time the issue occurred, which prevented us from providing proactive, meaningful updates to customers. As we are technically dependent on Microsoft and no actions on our side could have prevented this incident, no further measures will be taken. 

  • Resolved
    Resolved

    Incident Update

    We are pleased to confirm that the issue has been fully resolved, and this announcement is now being closed.

    A root cause analysis has already been initiated, and the details will be shared following our standard processes.

    Thank you for your patience and understanding.

  • Update
    Update
    **Update** \- Dear Customer/Partner, Microsoft has provided a new status update: Our automated service monitoring detected a gradual increase in request failures, primarily affecting a small subset of cache-miss traffic. The issue has been intermittent and, at peak, impacted approximately 0.25% of overall traffic in affected environments. Preliminary investigation attributes the failures to increased traffic volume. Most retry requests succeed, and to mitigate the issue, we have provisioned additional capacity in overloaded environments. Further optimizations are also being deployed to reduce load and improve resilience. Recovery has already been observed for some customers, and we continue to closely monitor the situation. We will keep you informed as the situation evolves. Kind regards, SCB Global.
  • Identified
    Identified

    Dear Customer/Partner,

     

    Microsoft has informed us they are currently experiencing an issue with customers using Azure Front Door Services. As a result of these issue, customers may experience intermittent errors when using our WebAgent services.

     

    Impacted regions are:
    - Azure Frontdoor Central US
    - East US
    - East US 2
    - North Central US
    - South Central US
    - West US

     

    Microsoft has stated in their communication that they have detected a gradual increase in request failures, although most requests succeed after a retry. Microsoft has provisioned additional capacity to alleviate overloaded environments, and further optimizations are currentlu being deployed by Microsoft to reduce load on affected services. We are actively monitoring the situation, and recovery has already been observed by some customers.

     

    We will keep you informed as the situation evolves.

     

    Kind regards,

    SCB Global