# Dynatrace: Major incident: Support Portal Experience Impacted by a Communication Issue

**Summary:** Dynatrace reported a major Support Portal outage: customers encountered errors communicating through support cases, while chat remained available. The incident started at 2026-08-28 12:53 UTC and was resolved at 2026-08-28 16:30 UTC, lasting 3 h 37 min; Dynatrace confirmed corrective actions restored case comments and communication. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-08-28 12:53 UTC · Detected: 2026-10-18 05:07 UTC
- [Source: https://dynatrace.status.io/pages/incident/546d8cb6af8407b6730000cb/6a9184ce6c10cf04f78fcbab](https://dynatrace.status.io/pages/incident/546d8cb6af8407b6730000cb/6a9184ce6c10cf04f78fcbab)
- [Company: Dynatrace](https://rewindex.com/company/dynatrace.md)
- Versions: before (none: first archived) → after incident\_version:275/6a9184ce6c10cf04f78fcbab@b4a397a2ec71
- Change 1 of 1 for this incident

Incident page (full timeline): [Support Portal Experience Impacted by a Communication Issue](https://rewindex.com/company/dynatrace/incidents/6a9184ce6c10cf04f78fcbab.md)
## What changed

**1. Added: Title**

```diff
+ Support Portal Experience Impacted by a Communication Issue
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-08-28 12:53 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-08-28 16:30 UTC
```

**6. Added: Affected components**

```diff
+ Dynatrace ecosystem services
```

**7. Added: Update** (investigating) · 2026-08-28 12:53 UTC

```diff
+ We are investigating issues with communicating via a Support case within the Support portal. Customers will experience errors communicating into cases on the Support portal. Customers can continue to reach out via chat if you need immediate assistance. We will have an update within the next one hour unless new information is available. We apologize for the inconvenience this has caused.
```

**8. Added: Update** (monitoring) · 2026-08-28 13:32 UTC

```diff
+ We have identified and mitigated the issue affecting communication through the Support Portal. Customers should now be able to add comments to their support cases as expected. We will continue to monitor this situation to ensure stability and provide an update within the next 4 hours. We apologize for the disruption and appreciate your patience while we worked to resolve this.
```

**9. Added: Update** (resolved) · 2026-08-28 16:30 UTC

```diff
+ We have fully mitigated the issue affecting communication through our Support Portal. Customers can now create comments and communicate with our support teams through their cases as expected. We have continued to monitor the service following the implementation of corrective actions and have confirmed that functionality has been restored. At this time, we are not observing any further impact. We apologize for the inconvenience and appreciate your patience while we worked to resolve this issue.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-08-28 12:53 UTC | Major incident: Support Portal Experience Impacted by a Communication Issue (this change) | outage |

All Dynatrace changes: [timeline](https://rewindex.com/company/dynatrace/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/ia52db8eb70959e · Markdown: https://rewindex.com/change/ia52db8eb70959e.md · JSON: https://rewindex.com/api/v1/changes/ia52db8eb70959e · Generated 2026-10-18T12:19:06.942Z