Support Portal Login Issues for a Subset of Customers

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Updates from Dynatrace 1

1. resolvedOct 21, 2026, 8:15 PM UTC

   October 16, 2026 4:01PM UTC Investigating - We are aware and actively working to mitigate an issue affecting access to our support portal. Some customers may be unable to sign in or may encounter error messages during login. For immediate assistance with a critical issue, please call our support hotline at 1-844-900-3962 if you are unable to access the portal. We will provide an update within the next hour, or sooner if more information becomes available. We apologize for the disruption and appreciate your patience as we work to restore access. October 16, 2026 4:59PM UTC Investigating - We continue to investigate login issues affecting some customers accessing our support portal. Affected customers may be unable to sign in or may encounter error messages during login. For any critical issues, please call our support hotline at 1-844-900-3962 for immediate assistance rather than relying on portal access while the investigation continues. We will provide an update within the next two hours, or sooner if more information becomes available. October 16, 2026 6:51PM UTC Investigating - Our investigation into the support portal access issues remains ongoing. Some customers may experience sign-in failures or receive error messages when attempting to log in. Our teams are actively working on a fix. If you need assistance with a critical issue, please contact our support hotline directly at 1-844-900-3962 for immediate support while portal login issues persist. Our next update will be shared within three hours, or earlier if additional information becomes available. October 16, 2026 10:24PM UTC Monitoring - We have implemented a fix for the support portal login issues, and customers should now be able to sign in successfully. If you continue to have trouble accessing the portal and need assistance with a critical issue, please call our support hotline at 1-844-900-3962 for immediate support. Our teams will continue monitoring for stability throughout the weekend, and we will provide an update on Monday. Thank you for your patience while we worked to restore access. October 19, 2026 9:30PM UTC Monitoring - While we have applied a fix to address the support portal login issues, our investigation identified additional issues affecting some customers’ ability to log in. Our teams are actively working to resolve these issues. If you continue to have trouble accessing the portal and need assistance with a critical issue, please call our support hotline at 1-844-900-3962 for immediate support. We will provide our next update on Wednesday. We apologize for the continued inconvenience and appreciate your patience as we work to restore reliable access. October 21, 2026 8:15PM UTC Resolved - We recognize that a subset of customers may experience difficulty accessing the support portal, despite a fix being previously applied. Unfortunately, a new scenario has been identified and as such we are targeting a permanent fix scheduled for release on November 4, 2026 In the interim, an assistance process is in place for customers who cannot access the portal. For critical issues requiring immediate support, please call our support hotline at 1-844-900-3962. If you remain unable to sign in, please contact your account team to coordinate assistance. With an alternative path to support available, we are marking this incident as resolved and closing this notice. This closure does not indicate that portal access has been fully restored for all customers; assistance remains available while the permanent fix is pending. We apologize for the continued inconvenience and appreciate your patience. Our teams remain committed to assisting affected customers until reliable portal access is restored.

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Corrections

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