Impact

A subset of Platform customers within the US data boundary could not login to their tenant intermittently.

Start of Impact (UTC): Nov 01, 2024, 03:50 PM

End of Impact (UTC): Nov 01, 2024, 06:47 PM

Incident Overview

Some platform users encountered error messages such as “HTTP failure response” and “Connection failed” which prevented access to Privileged Remote Access (PRA), Connection Manager and launching some secrets. In some cases, retrying allowed successful access.

Root cause

The latest software release led to resource contention in the Identity service. To resolve the issue, we rolled back the release to its previous state and increased the resources for the impacted services.

Preventative Actions

To prevent a recurrence of this issue, we are taking the following actions:

• Update and improve our load testing process in lower silos to catch similar issues before release.
• Enhance monitoring of services to identify issues early. 

We apologize for the inconvenience and appreciate your understanding as we continue to improve platform reliability.