Field Impact Notice: P2P Service Interruption (02/08/2025- 02-09-2025)

Summary
Between 02/08/2025- 02/09/2025, there was an issue at the data center of our cloud provider. IC Realtime received reports from the data center about the issue.  IC Realtime also received reports from users in various regions that they could not register new products or login to their existing products from our Software Applications (IC Now, SmartICRSS, ICView+) when using the P2P connection method.

Direct IP Connections, Local Network Access, and VPN access methods were not affected by this issue.

Symptoms

Users of these Apps may receive a "Connection Failed!" error message when trying to reach their sites or fail to register new devices to our P2P servers and will receive a network error.

Resolution

The services were restored on Sunday, 02/09/2025, at 1AM Eastern Time. 

Additional Notes

P2P provides simple, cloud-based connectivity for users to reach their Surveillance Systems.  While it is convenient, it can be prone to internet routing and cloud provider-related issues that may lead to downtime.  While we have engineered this system to be resilient, there is always the potential for some loss of service with users who rely on P2P to access their cameras.

Customers that have mission-critical systems should strive to have a Direct IP Connection established for access via VPN or alternate networking methods.  Customers that are on the same local network as their surveillance systems should also utilize Direct IP Connections to avoid unwanted downtime, and improve latency with their video streams.

Having both P2P connectivity and Direct Connections established is also a good solution for users so they have backup methods to access their surveillance products, in the event of some service disruption.