US West Region - Issues Connecting to Virtual Desktop Infrastructure (VDI) Environments

Incident

US West Region - Issues Connecting to Virtual Desktop Infrastructure (VDI) Environments

Status: Closed
Start:
End:
Duration: 7 hours 24 minutes
Affected Components:
CUSI Cloud Hosting UMS
Affected Groups:
CUSI
Investigating

Issue Summary

We are currently experiencing a service disruption impacting access to Virtual Desktop Infrastructure (VDI) environments hosted in the Azure West US region. Users may be unable to connect to their virtual desktops, or experience authentication failures and connection timeouts when attempting to start new or existing sessions.

Impact

  • Services Affected: Azure‑hosted Virtual Desktop Infrastructure (VDI)
  • Users Impacted: End users with VDIs hosted in Azure West US
  • Symptoms:
    • Inability to establish new VDI sessions
    • Existing session connections failing or timing out
    • Intermittent connectivity to virtual desktops

Current Status

CUSI is monitoring closely toward full service restoration. We will continue to provide updates as more information becomes available or as service status changes.

More Information

For the latest updates, please monitor:

We sincerely apologize for the disruption and appreciate your patience while we work to restore full service.

Update

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI wanted to inform users that Microsoft has updated their status page to reflect this outage. According to Microsoft's status page, this incident is:

"Active – Connectivity Issues Affecting Azure Services in West US

We are investigating an issue affecting connectivity to Azure services for a subset of customers in the West US region. Impacted customers may experience intermittent issues when accessing Azure services. We will provide more information as it becomes available."

This message was last updated at 15:50 UTC on 23 July 2026

Current Status
CUSI is working closely with Microsoft Azure toward full service restoration. We will continue to provide updates as more information becomes available or as service status changes.

More Information
For the latest updates, please monitor:

We sincerely apologize for the disruption and appreciate your patience while we work to restore full service.


Update

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI wanted to inform users that Microsoft has updated their status page to reflect the current status regarding the outage. According to Microsoft's status page, this incident is:

"Starting at 14:44 UTC on 23 July, 2026, customers may have experienced intermittent connectivity failures, increased latency, or difficulty accessing Azure services in West US region. Customers with traffic traversing the West US region may also experience downstream impact. Impacted services include, but are not limited to:

API Management, Application Gateway, Azure Database for PostgreSQL, Azure Kubernetes Service (AKS), ExpressRoute Circuits, ExpressRoute Gateways, Network Infrastructure, Power BI Embedded, Virtual WAN, VPN Gateway

We have identified a potential trigger and are isolating certain impacted devices and redirecting portions of traffic to healthier devices as part of a mitigation plan. We are actively monitoring traffic patterns and service recovery. We will continue to evaluate the effectiveness of mitigation, assess customer impact, and investigate contributing factors. We will provide additional information as soon as it becomes available. 

This message was last updated at 17:08 UTC on 23 July 2026"

Current Status
CUSI is working closely with Microsoft Azure toward full service restoration. We will continue to provide updates as more information becomes available or as service status changes.

More Information
For the latest updates, please monitor:

We sincerely apologize for the disruption and appreciate your patience while we work to restore full service.

Update

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI wanted to inform users that we have been closely monitoring Microsoft's status page and they have identified a recent change that was strongly correlated with the onset of impact. They have also completed the rollback of this change and telemetry across services are continuing to show signs of recovery. CUSI customers should be observing recovery at this time.

Current Status
CUSI is monitoring the issue closely with Microsoft Azure toward full service restoration. We will continue to provide updates as more information becomes available or as service status changes.
Next Steps:
Monitor Closely: Please be vigilant and report any irregularities or issues you may encounter.
Feedback: Feedback is crucial during this monitoring phase. If you notice any problems, please contact our technical support team immediately.
Updates: CUSI will provide regular updates on the status and any further actions required.

More Information
For the latest updates, please monitor:

We sincerely apologize for the disruption and appreciate your patience while we work to restore full service.

Resolved

CUSI is announcing that the tasks executed related to the Virtual Desktop Infrastructure (VDI) environments have successfully addressed the issues as of 1:20pm CST.

Details of the Issue:

  • Issue Start Time: 7/23/26 at 9:44 am CST

  • Duration: 3 hours 36 minutes

  • Affected Services:

    • Virtual Desktop Infrastructure (VDI) Environments

What Happened:

Microsoft identified a recent change that was strongly correlated with the onset of impact.

Resolution Steps:

  • Action Taken:

    • Microsoft has completed the rollback of this change and telemetry across services.

  • Verification: After applying the fixes, CUSI thoroughly tested the services to ensure they function as expected.

Current Status:

As of now, all affected services are fully operational. Application users should experience normal performance and functionality.

Next Steps:

  • CUSI will continue to monitor the services closely to ensure stability.

  • If you encounter any issues, please report them to our support team at techsupport@cusi.com

Thank You:

CUSI sincerely apologizes for any inconvenience this outage may have caused and appreciate your understanding and patience. Your satisfaction is important to us.

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