Degraded Search Performance & MyCludo Access

Incident Report for Cludo

Postmortem

Incident Summary – DNS Migration Impact

On February 11, DNS changes made as part of the cludo.com domain migration caused intermittent availability issues for cludo.com, my.cludo.com, and related Search API endpoints. As a result, some customers were temporarily unable to access our websites or experienced search functionality disruptions.

The incident lasted from approximately 10:41 to 12:26 CET, with minor residual effects possible due to DNS caching. Service has been fully restored and is operating normally.

Root Cause

During the migration to a new hosting provider, DNS configuration changes led to inconsistent routing across the internet. Because DNS responses are cached differently by various providers, some users were directed to unintended infrastructure, resulting in SSL warnings and API resolution failures.

Resolution

We reverted DNS settings to a stable configuration and validated resolution and SSL behavior across multiple networks to ensure full restoration.

Preventive Actions

We are implementing:

A formal DNS change runbook and approval process
Pre-deployment validation and rollback checklists
Improved monitoring of DNS resolution and SSL health
Clearer internal communication procedures for infrastructure changes

We sincerely apologize for the disruption and appreciate your patience.

Posted Feb 19, 2026 - 14:52 CET

Resolved

We’ve verified that the issue has been resolved across major DNS providers. For affected users, access will be fully restored as their DNS provider refreshes its cached records.

Some DNS providers may take up to 48 hours to refresh their cache. During this period, a small number of users may still experience issues. If you continue to experience problems after this time, please contact us at support@cludo.com and we’ll be happy to assist.

Posted Feb 11, 2026 - 18:02 CET

Monitoring

The issue was caused by a change in DNS settings that made our services unreachable for some users. These settings were already fixed, but some internet providers have cached the bad settings, while others are already back to normal.

We're currently working on speeding up this process to restore access for all our customers who are still affected by this.

Posted Feb 11, 2026 - 13:02 CET

Investigating

We are aware that some customers may be experiencing issues with search and/or accessing MyCludo. Our team is actively investigating and working to identify the root cause. Further updates will be shared as soon as possible.

Posted Feb 11, 2026 - 12:33 CET

This incident affected: MyCludo and Search API EU.