Delinea Status - Platform: US - Intermittent failures

Platform: US - Intermittent failures

Incident Report for Delinea

Postmortem

Impact

A subset of Platform customers within the US data boundary experienced intermittent failures when using their tenant.

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.

Posted Nov 08, 2024 - 14:51 EST

Resolved

This incident has been resolved. Our monitoring has shown no related issues over the past two days. We apologize for any inconvenience this may have caused.

If you need further help on this issue or have questions, please reach out to our support team at https://support.delinea.com

Posted Nov 03, 2024 - 20:40 EST

Update

We are continuing to monitor for any further issues.

Posted Nov 01, 2024 - 17:14 EDT

Monitoring

A fix has been applied to mitigate the issue. We are seeing significant improvements. Thank you for your patience and understanding.

Posted Nov 01, 2024 - 14:22 EDT

Update

Our team is fully engaged in investigating this issue, and while we haven't made significant progress yet, it remains a top priority. We appreciate your continued patience and will provide updates as soon as we have more information. Thank you for bearing with us.

Posted Nov 01, 2024 - 13:48 EDT

Update

We are actively investigating the ongoing issue. We appreciate your patience as we work to resolve it.

Posted Nov 01, 2024 - 12:51 EDT

Update

We are actively investigating the ongoing issue, which may cause slower page loads. This affects Privileged Remote Access (PRA) and Connection Manager, with error messages indicating an "HTTP failure response." We appreciate your patience as we work to resolve it.

Posted Nov 01, 2024 - 11:56 EDT

Investigating

We are currently experiencing an issue affecting several functions and are actively investigating the cause. We appreciate your patience as we work to resolve it and will keep you updated on our progress.

Posted Nov 01, 2024 - 11:39 EDT

This incident affected: US (Platform).