# Retool: Front-end assets from retool-edge.com failing to load for some customers

- Impact (vendor’s label): major
- Status: resolved
- Started: 2026-05-05 23:59 UTC · Resolved: 2026-05-08 15:38 UTC · Duration: 3 d
- Updates: 8 · Affected components: Infrastructure, Classic web app, Web Application and APIs
- [Vendor status page: https://stspg.io/1kjmjtyrz0ks](https://stspg.io/1kjmjtyrz0ks)
- [Company: Retool](https://rewindex.com/company/retool.md)

## Summary

Retool reported a major outage preventing some customers’ Apps from loading because Comcast Business and Optimum (Altice USA / Cabelvision) blocked retool-edge.com. It began at 2026-05-05 23:59 UTC and lasted 2 days 15 h, resolving at 2026-05-08 15:38 UTC after all affected ISPs confirmed the domain was no longer blocked. _(machine-written, sol)_
## Timeline of updates

- **investigating** 2026-05-05 23:59 UTC: We are investigating errors for some users preventing Retool Apps from loading due to errors with retool-edge.com
- **identified** 2026-05-06 00:41 UTC: We've identified the issue is due to certain ISPs blocking the retool-edge.com domain. Confirmed ISPs are Comcast Business and Optimum (Altice USA / Cabelvision). We are actively working to remove the block.
- **identified** 2026-05-06 01:52 UTC: While we work on removing the ISP blocks, here is a workaround. You can temporarily resolve this by switching to a trusted public DNS resolver such as 1.1.1.1 (Cloudflare) or 8.8.8.8 (Google). Mac: 1. System Settings → Network → select your connection → Details 2. Click the DNS tab 3. Add 1.1.1.1 or another trusted DNS resolver 4. Click OK Windows 11: 1. Settings → Network & Internet → select your connection (WiFi or Ethernet) 2. Scroll down to DNS server assignment → click Edit 3. Change to Manual, toggle on IPv4, enter 1.1.1.1 or another trusted DNS resolver 4. Click Save If you are not familiar with making these changes or your devices are managed by your organization, please reach out to your IT or infrastructure team for assistance. We are actively working to resolve the underlying issue. We will provide updates as we have them.
- **identified** 2026-05-06 16:23 UTC: Comcast Business SecurityEdge customers may find that the workaround mentioned does not work, and neither does allowlisting the retool-edge.com domain. In these cases, disabling SecurityEdge has been successful. If you are still experiencing issues after trying the DNS workaround, we recommend reaching out to your IT team to check whether retool-edge.com has been added to a block list at the device profile or network level. Some filtering policies may be blocking the domain regardless of your DNS settings. We are continuing to work with ISPs to unblock the domain and will provide updates as we have them.
- **identified** 2026-05-06 20:51 UTC: TALOS has reclassified our domain. We have escalated directly to affected ISPs to have the block fully lifted and are actively working toward a resolution. We will provide another update once full resolution is confirmed.
- **monitoring** 2026-05-07 18:47 UTC: We are seeing reports of some users returning to normal operation. We are continuing to work with ISPs to remove the block on retool-edge.com and will keep you posted on our progress. If you are still experiencing issues, the workaround below remains available.
- **monitoring** 2026-05-08 00:26 UTC: We are no longer receiving new reports of users being affected. We will continue to monitor this incident over the next 24 hours before marking it as resolved.
- **resolved** 2026-05-08 15:38 UTC: All affected ISPs have confirmed that retool-edge.com is no longer being blocked. This incident is now resolved. Thank you for your patience.

## Rewindex changes for this incident

- 2026-05-05 23:59 UTC: [Major incident: Front-end assets from retool-edge.com failing to load for some customers](https://rewindex.com/change/i811b210922ce2f.md)


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Canonical: https://rewindex.com/company/retool/incidents/tkwvlgtrs9vz · Markdown: https://rewindex.com/company/retool/incidents/tkwvlgtrs9vz.md · JSON: https://rewindex.com/api/v1/companies/retool/incidents/tkwvlgtrs9vz · Generated 2026-10-18T12:21:45.912Z