Temporary Endpoint Update Required Due to DNS Resolution Issue

Overview

On July 17, 2025, CloudSense experienced a Global DNS resolution issue due to a name server misconfiguration. This affected external service connectivity for certain CloudSense endpoints.

Although the DNS configuration has since been corrected, global DNS propagation is still ongoing and may take up to 48–72 hours. 

While propagation is in progress, users may experience intermittent errors:

• Inability to load or open baskets in production

• Errors during MACD basket creation

• Order generation or solution console failures

• Errors resembling:

  System.CalloutException: Unable to tunnel through proxy. Proxy returns HTTP/1.1 500 Internal Server Error
  

This behavior can be intermittent, depending on the DNS cache of the ISP from which API calls are made.

✅ Current Status

• ✅ The DNS misconfiguration has been resolved.

• 🕒 DNS propagation is still in progress globally.

• 🟢 Internal CloudSense services are operational.

• ⚠️ Calls made from customer systems or Salesforce may still be affected if DNS records are cached incorrectly.

Temporary Workaround

To bypass cached DNS issues, we recommend to temporarily redirect endpoint calls to a new DNS domain:

 cloudsense.skyvera.com.

✏️ Update Dispatcher Service Endpoint

In Salesforce, update the Dispatcher Service Endpoint in the SM Options custom setting:

Change this:

https://cs-messaging-dispatcher-eu-app.cloudsense.com

To this:

https://cs-messaging-dispatcher-eu-app.cloudsense.skyvera.com

📌 Important:
     Be sure to also add the new endpoint to your Remote Site Settings in Salesforce so that callouts are allowed.

Other Endpoints to Update (Temporarily)

You may need to update the following endpoints if impacted:

• messaging-api-eu.cloudsense.com → messaging-api-eu.cloudsense.skyvera.com

• messaging-api-sydney.cloudsense.com → messaging-api-sydney.cloudsense.skyvera.com

• messaging-api-us.cloudsense.com → messaging-api-us.cloudsense.skyvera.com

• cs-messaging-dispatcher-dev-app.cloudsense.com → cs-messaging-dispatcher-dev-app.cloudsense.skyvera.com

• cs-messaging-dispatcher-au-app.cloudsense.com → cs-messaging-dispatcher-au-app.cloudsense.skyvera.com

• cs-messaging-dispatcher-us-app.cloudsense.com → cs-messaging-dispatcher-us-app.cloudsense.skyvera.com

For ecommerce:

• cs-elastic-int-eu-app.cloudsense.com → cs-elastic-int-eu-app.cloudsense.skyvera.com

Note for eCommerce and Digital Fulfillment:
 Along with adding the Remote Site Setting, please ensure the following updates are also made:

1. Retry Strategy Custom Metadata – update the Callout Host field to use the cloudsense.skyvera.com domain.

2. Integration Endpoint Custom Setting – update the host value in the relevant csam__Integration_Endpoint__c record

🔁 When to Revert

You can revert the endpoint settings back to the original cloudsense.com domains after DNS propagation stabilizes, typically after 48–72 hours, but we recommend keeping the workaround in place for up to 7 days.

ℹ️ Additional Notes

• The issue was limited to DNS resolution. Internal backend systems are healthy and operational.

• This workaround helps bypass DNS cache inconsistencies beyond our infrastructure’s control.

• Endpoints using outdated DNS may still be affected until cache expiration.

Strengthening Our Processes

We take this incident seriously. We are currently reviewing our internal processes to reinforce and improve our approach to DNS-related changes going forward.

  A detailed Root Cause Analysis (RCA) will be available upon request for customers who would like more technical insight into what occurred and the steps we are taking to prevent a recurrence.

Thank You for Your Patience

We sincerely apologize for the disruption this incident may have caused. We value your trust and are committed to keeping you informed and supported.

Update

The issue is now resolved and you can revert the endpoints at your convenience