Amazon cloud computing outage disrupts Snapchat, Ring and many other online services

A problem with Amazon's cloud computing service disrupted internet use around the world Monday, taking down a broad range of online services, including social media, gaming, food delivery, streaming and financial platforms.

About three hours after the outage began, Amazon Web Services said it was starting to recover from the problem, although problems lingered for some users. AWS provides behind-the-scenes cloud computing infrastructure to some of the world's biggest organizations. Its customers include government departments, universities and businesses, including The Associated Press.

Cybersecurity expert Mike Chapple said "a slow and bumpy recovery process" is "entirely normal."

As engineers roll out fixes across the cloud computing infrastructure, the process could trigger smaller disruptions, he said.

"It's similar to what happens after a large-scale power outage: While a city's power is coming back online, neighborhoods may see intermittent glitches as crews finish the repairs," said Chapple, an information technology professor at the University of Notre Dame's Mendoza College of Business.

Amazon pinned the outage on issues related to its domain name system, which converts web addresses into IP addresses so websites and apps can load on internet-connected devices.

On DownDetector, a website that tracks online outages, users reported issues with the social media site Snapchat, the Roblox and Fortnite video games, the online broker Robinhood, the McDonald's app and many other services.

The crypto currency exchange Coinbase and the Signal chat app both said on X that they were experiencing issues related to the outage.

Even Amazon's own services were not immune. Users of the company's Ring doorbell cameras and Alexa-powered smart speakers reported that they were not working, while others said they were unable to access the Amazon website or download books to their Kindle.

This is not the first time issues with Amazon cloud services have caused widespread disruptions.

Many popular internet services were affected by a brief outage in 2023. AWS's longest outage in recent history occurred in late 2021, when a wide range of companies - from airlines and auto dealerships to payment apps and video streaming services - were affected for more than five hours. Outages also happened in 2020 and 2017.

The first signs of trouble emerged at around 3:11 a.m. Eastern time, when AWS reported on its "health dashboard" that it was "investigating increased error rates and latencies for multiple AWS services in the US-EAST-1 Region." Later, the company reported that there were "significant error rates" and that engineers were "actively working" on the problem.

Around 6 a.m. Eastern time, the company reported seeing recovery across most of the affected services and said it was seeking a "full resolution." As of midday, AWS was still working to resolve the trouble.

Sixty-four internal AWS services were affected, the company said.

Because much of the world now relies on three or four companies to provide the underlying infrastructure of the internet, "when there's an issue like this, it can be really impactful" across many online services, said Patrick Burgess, a cybersecurity expert at U.K.-based BCS, The Chartered Institute for IT.

"The world now runs on the cloud," Burgess said.

And because so much of the online world's plumbing is underpinned by a handful of companies, when something goes wrong, "it's very difficult for users to pinpoint what is happening because we don't see Amazon, we just see Snapchat or Roblox," Burgess said.

"The good news is that this kind of issue is usually relatively fast" to resolve, and there's no indication that it was caused by a cyberattack, Burgess said.

"This looks like a good old-fashioned technology issue. Something's gone wrong, and it will be fixed by Amazon," he said.

There are "well-established processes" to deal with outages at AWS, as well as rivals Google and Microsoft, Burgess said, adding that such outages are usually fixed in "hours rather than days."