Symantec VIP Enterprise Gateway Connectivity Issue Post-Maintenance on May 30, 2025

Products

• VIP Service

Issue/Introduction

Following the scheduled maintenance window for Symantec VIP on May 29, 2025, 7:30 PM PDT, several customers reported critical issues related to multifactor authentication (MFA), including:

• Significant delays in receiving push notifications

• SMS delivery issues

• OTP (one-time password) submission failures

• Loss of connectivity to VIP Manager

Business Impact: Users were unable to authenticate using MFA during this incident, affecting access to critical systems and services for multiple enterprises.

Environment

Symantec VIP Service

Cause

The investigation indicates that the VIP Cloud 2025 May release update appeared to cause servers of some EG versions to not be able to establish a stable connection to the VIP cloud. This resulted in user authentication failures.

Resolution

To restore normal functionality, customers are advised to restart their Symantec VIP Enterprise Gateway (EG) servers.

Steps to Restart VIP EG Servers:

1. Log in to each affected EG server.

2. Stop the VIP EG services:

   • On Windows: Use services.msc and stop the "Symantec VIP Enterprise Gateway" service.

   • On Linux: To start the service, run:
     <VRSN_MAUTH_HOME>/server/bin/startup.sh

3. Wait 30 seconds.

4. Start the VIP EG services again:

   • On Windows: Start the "Symantec VIP Enterprise Gateway" service.

   • On Linux: To stop the service, run:
     <VRSN_MAUTH_HOME>/server/bin/shutdown.sh

5. Monitor logs and confirm that VIP Manager connectivity is re-established.

Verification:

• Navigate to the EG admin console

• Confirm the "Connected" status to VIP Manager under System Status

• Test push, SMS, and OTP login transactions to ensure end-to-end functionality

The issue was resolved by restarting the VIP Enterprise Gateway, which re-established communication with the VIP Cloud. Broadcom Engineering is taking corrective action and collecting EG log files from impacting customers for investigation.

Additional Information

Status Page Notification: Customers can review the official incident notification here: Important-update-regarding-vip-enterprise-gateway-authentication

Contact Support: If you continue to experience issues, please raise a support case with VIP EG logs and transaction timestamps for further analysis.

The initial (interim) RCA document has been attached to this article for reference.