Access Restricted Error when launching PRA
Postmortem
Incident Overview
On September 12, 2025, an incident occurred affecting the Privileged Remote Access (PRA) service, resulting in an "Access Restricted Error" for a few customers. The issue was traced back to a recent release of Secret Server Cloud (SSC) and was resolved by performing a rollback.
Start Time: September 12, 2025, 01:27:00 UTC
End Time: September 12, 2025, 02:42:00 UTC
Root Cause
The issue was introduced by a Secret Server Cloud release, which affected the PRA service and led to access restrictions. The problem was resolved by rolling back the latest SSC release.
Preventive Actions
Implemented mandatory peer reviews before promoting patch changes to production.
Updated internal operating procedures and testing to prevent recurrence of configuration errors.
Enhanced monitoring and alerting mechanisms to detect similar service disruptions in the future.
Resolved
Monitoring
The incident affected only PRA sessions launched with a secret where a proxy is configured.
Thank you for your patience while we worked to restore service. If you have any questions, please contact our support team at https://support.delinea.com
Identified
This affects PRA sessions launched with a secret where a proxy is configured.
We will provide another update once the rollback is complete. Thank you for your patience as we work to resolve this incident.
Investigating
We’re reaching out to inform you about an ongoing incident affecting PRA Service
Customer may experience Access Restricted error when launching PRA
Our team is working to identify the root cause and implement a solution.
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.