PRA Session Intermittent Disconnects Incident Notification

Incident Report for Delinea

Postmortem

Impact

Platform customers had their Privileged Remote Access (PRA) sessions end unexpectedly.

Start of Impact (UTC): Oct 30, 2024, 09:45 AM

End of Impact (UTC): Oct 30, 2024, 09:30 PM

Incident Overview

Some platform users experienced their Privileged Remote Access (PRA) sessions ending unexpectedly with the error: "Session terminated: Your session has been disconnected." Restarting the session would result in it ending again after approximately 10 minutes. As a temporary fix, turning off the session recording on the secret allowed users to continue their PRA sessions.

Root cause

Privileged Remote Access (PRA) sessions initiated from Secret Server Cloud were unexpectedly terminated after approximately 10 minutes. This issue was caused by a bug in the latest software release, which prevented Secret Server Cloud from receiving confirmation that the session was being recorded within the expected timeframe. Consequently, the sessions were forcibly terminated to comply with the secret's configuration requiring session recording. The latest software release was reverted to mitigate the issue.

Preventative Actions

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

Update and improve our testing process to catch similar issues before release.
Strengthen our monitoring of session recording systems to detect problems earlier.

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

Posted Dec 10, 2024 - 12:00 EST

Resolved

This incident has been resolved.

Posted Oct 30, 2024 - 20:14 EDT

Monitoring

A fix has been implemented and we are monitoring the results.

Posted Oct 30, 2024 - 17:39 EDT

Update

We are continuing to work on a fix for this issue. Thank you for your patience as we work to restore normal service. The next update will be provided within 2 hours, or as events warrant

Posted Oct 30, 2024 - 15:42 EDT

Identified

The issue has been identified and we are working on a potential fix.

Posted Oct 30, 2024 - 13:24 EDT

Investigating

We are currently experiencing an intermittent service disruption.

We’re reaching out to inform you about an ongoing incident affecting the service(s) listed below.

PRA Sessions are intermittently disconnecting.

We've identified the cause of the issue and are working on a potential fix.

We apologize for any inconvenience this may cause and appreciate your patience as we work to restore normal service.

For any questions or concerns, please reach out to our support team at https://support.delinea.com.

Posted Oct 30, 2024 - 12:03 EDT

This incident affected: UK (Platform), US (Platform), EU (Platform), SEA (Platform), AU (Platform), and CA (Platform).