Retool Down and not loading

💬 App Building
1

Is Retool down currently? My team cannot load any of our apps. status.retool.com says everything is working fine, but not on our end.

2 Likes
3

Hey @CCM thanks for flagging this! We’re not seeing this behavior on our end. Can you share some more details about what you are seeing exactly? Are you able to see your list of apps, but just can’t open any of them? Are you seeing any errors in your dev console? Please feel free to DM me if you have any sensitive info. Thank You!

1 Like
4

My whole org has not had access all day!

I Posted here

1 Like
5

Thanks for getting back. I am not seeing the list of apps.

Console:

Running ViteJS Retool app variant
retool-edge.com/assets_vjs/main-CYEVdsHA.css:1 Failed to load resource: net::ERR_SSL_PROTOCOL_ERRORUnderstand this error
retool-edge.com/assets_vjs/main-BhLUrx0H.js:1 Failed to load resource: net::ERR_SSL_PROTOCOL_ERRORUnderstand this error
retool-edge.com/assets_vjs/routeAssumptions-CDHswiHu.js:1 Failed to load resource: net::ERR_SSL_PROTOCOL_ERRORUnderstand this error
retool-edge.com/assets_vjs/src-index-qCVzmda9.js:1 Failed to load resource: net::ERR_SSL_PROTOCOL_ERRORUnderstand this error

6

We can not access anything. It only pulls a white page due to errors. Even the general login page won’t load “https://login.retool.com/auth/login”

Please fix ASAP. As I have 40+ people unable to work. I submitted a breakage report as well.

7

Yep same errors here with team at three different sites.

8

@CCM By any chance, are you using a VPN? If so, can you test without it, and in an incognito browser?

9

@cperea
At our office, we are not using a VPN. We’ve tried clearing cache and site data, using incognito mode, and testing across multiple browsers (Edge and Chrome), but the issue persists.

I’m working from home today and everything loads normally for me. However, every user on our office network is experiencing the issue.

10

@cperea similarly to @PadenM my team on our offices’ networks cannot access Retool. I am here now and can confirm this issue. When I hotspot with my mobile device, I can access our apps. (This isn’t a realistic solution for the team)

11

Thank you both for the details. I see that Cloudflare is having an incident, and I am checking to see if this is related. I will share an update as soon as I have one.

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image
image2148×914 23 KB
Staff sent me that too

13

@cperea @PadenM We fixed the issue by changing our DNS to 1.1.1.1

14

Hey everybody - we are investigating and actively sharing updates on the status page!

15

Hey everyone, just sharing the workaround from the status page here for more visibility.

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).

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.

1 Like
16

Not sure if you have anyone reading this has firewall, but we were having the same issue on a Spectrum connection even when changing our DNS settings. Turns out the Meraki Firewall was blocking retool-edge.com for Phishing and Spam so had to whitelist there as well and then things started working again even without the DNS changes.

1 Like
17

Adding to @JaCrispy‘s insight. Our IT team advised against just white-listing the domain as this may be tied to Retool’s infrastructure being flagged as mistrusted for some reason we are unaware of (malicious behavior or recent security event). Best practice for us, in this case, is to wait for Retool to clear their name, so to speak.

ETA: @Darren

2 Likes
18

Hey everyone, thanks for being patient with us! I've provided an update here:

19

Thanks for an update. This issue has been unresolved for almost 20 hours. Any idea on when this might be fixed?

20

Hey @mbertino - we've technically resolved the root of the issue, which is getting Cisco Talos to properly classify the retool-edge domain, and are now actively petitioning ISPs to update their rules accordingly.

This last step is, unfortunately, a bit of a waiting game, but we are being persistent and barking up all possible trees. I've seen early indications that Optimum users are back in business, but am still waiting for confirmation from anybody on a Comcast Business line.

21

Thanks @Darren we've heard back from most of our Comcast Business customers and they're seeing normal behavior. I'm sure you all are already thinking through how to mitigate this in the future, and it would be great to hear your thoughts.

1 Like