When a Workspace ONE service has an outage, you can expect the outage to impact your deployment.

Workspace ONE UEM Outages

  • An outage to the auto-discovery service prevents admins from registering their domain with the server.
    • Users cannot enroll with their email address.
    • Users can enroll with their server URLs and Group IDs.
  • An environment outage prevents admins from logging into the Workspace ONE UEM console.
    • New users cannot enroll with Workspace ONE UEM.
    • Existing users cannot access Workspace ONE UEM or the Self-Service Portal.
    • Devices cannot receive new policies or apps.
      Note: Policies and apps previously deployed to devices are not impacted.
    • Existing content in Workspace ONE Content is still accessible, but new content is not accessible.
  • An outage to AirWatch Cloud Messaging (AWCM) disrupts management of Android devices. Android users cannot receive communications for publishing apps. The system defaults to the device check-in status.

Workspace ONE Access Outages

  • Workspace ONE Access console is not accessible.
  • Authentication into apps is not available.
  • Conditional access policy engine is not available.

Workspace ONE Hub Services Outages

Core Services Outage Impact
  • Users cannot enroll their device using the Hub Service URL.
  • Hub Catalog is not accessible, which affects app launches. Service provider-initiated app launches are not affected.
  • People Search capability is not available within the Intelligent Hub app.
  • Hub Services console is not accessible.
  • New Workspace ONE Access tenants cannot be created.
Notification Service Outage Impact
  • Existing notifications cannot be read or updated.
  • New notifications cannot be generated. This affects notifications generated through Notification builder, Workspace ONE UEM, Workspace ONE mobile flows, and new app notifications.

Workspace ONE Intelligence Outages

  • Prevents access to the Workspace ONE Intelligence console.
    • The lack of console access blocks admin access to reports but data still flows from integrated Workspace ONE components to Workspace ONE Intelligence.
    • The lack of console access blocks admin access to automations but active automation workflows continue to work.
    • The lack of console access blocks non-admins from shared dashboards and reports.
  • Prevents using the Workspace ONE Intelligence SDK and respective APIs.
  • An outage with data ingest does not prevent admins from accessing the Workspace ONE Intelligence console. However, it does prevent the availability of new data. Historical reports are still available.

Workspace ONE Assist Outages

  • Cause registration failure for new devices with Workspace ONE Assist. Admins and users must reinitiate registration requests after service restarts.
  • Cause remote connection failure between admin and user devices. Admins cannot view or control the device screen, manage files, or send commands.

Workspace ONE mobile flows Outages

  • Prevents the Workspace ONE Intelligent Hub app on devices from receiving new notifications.
  • Prevents the display of Workspace ONE mobile flows cards in Workspace ONE Boxer.
  • Prevents users from acting on an existing notification or card. Workspace ONE mobile flows notifies users that the action cannot be finished and to try again later.
  • Prevents the Workspace ONE UEM console from listing connectors and from displaying the catalog to add more connectors.

Email Notification Service Outages

  • Prevents notifications and background syncs.
  • Workspace ONE Boxer works as normal in the foreground.

Horizon Cloud Outages

Horizon Cloud on Microsoft Azure Outage Impact

The Horizon Cloud on Microsoft Azure service uses the capacity in a customer's own Microsoft Azure subscription. As a result, failures are typically isolated to the affected customer.

  • Customer users for that subscription cannot access their Horizon Cloud on Microsoft Azure virtual desktops and RDSH Farms that provide session-based desktops and published applications.
  • Customer admins for that subscription cannot provision new desktop assignments or RDSH Farms.
  • Customer admins for that subscription cannot modify existing desktop assignments or RDSH Farms.

Horizon Cloud on IBM Cloud Outage Impact

The Horizon Cloud on IBM service uses the infrastructure hosted in IBM’s data centers. As result, failures in a data center can affect multiple customers simultaneously.

  • Customer users cannot access their Horizon Cloud on IBM virtual desktops.
  • Customer admins cannot provision new desktops or desktop pools.
  • Managed service provider partners cannot diagnose, troubleshoot, or add customer environments.

Horizon Cloud Control Plane Outage Impact

The control plane hosts the Horizon Cloud administration console. Customer admins use to the console to manage their Horizon Cloud on Microsoft Azure and Horizon 7 environments. Due to the criticality, the services are hosted in AWS and Azure in an HA model.
  • Customers that have Horizon Cloud on Microsoft Azure capacity deployed cannot manage their environment. (Customers end users can still connect to their virtual desktops and RDSH session-based desktops and published applications.)
  • Customers that have Horizon 7 capacity connected to the cloud cannot log in to the Horizon Cloud administration console and manage the capacity from the cloud. (Customers end users can still connect to their virtual desktops and RDSH session-based desktops. Published apps and the on-premises Horizon console for customer administrators still continue to function.)
  • VMware cannot diagnose or troubleshoot a Horizon Cloud on Microsoft Azure customer environment.
  • VMware cannot add a Horizon Cloud customer environment.
  • VMware has limited visibility to a Horizon Cloud on Microsoft Azure customer environment.

Workspace ONE Intelligence for Consumer Apps Outages

  • Prevents access to the Workspace ONE Intelligence for Consumer Apps console. The lack of console access blocks admin access to dashboards but the Workspace ONE Intelligence SDK still collects data.
  • Prevents using the Workspace ONE Intelligence SDK and respective APIs. The SDK still collects data for backend issues.
  • An outage with data ingest does not prevent admins from accessing the Workspace ONE Intelligence for Consumer Apps console and historical data is not lost. However, it does prevent the availability of new data.