Incident Overview 

Delinea Platform users in the EU, UK, Southeast Asia, and Australia regions experienced very slow logins and intermittent login failures. Affected functionality included Entra ID single sign-on, local account authentication, and Privileged Remote Access (PRA) session establishment. 

• Start: September 28, 2026, approximately 11:20 PM UTC 
• End: September 29, 2026, approximately 01:10 AM UTC  

Root Cause and Remediation 

A scheduled deployment introduced the use of regional cache replicas to improve authentication performance. Pre-release validation confirmed the replicas were active, but a firewall configuration error prevented data synchronization between the primary cache and the regional replicas. The cloud provider's standard health reporting continued to show the replicas as healthy and available, so the issue was not surfaced before or during the release. 

 When the authentication service attempted to read from these replicas, requests stalled and timed out, resulting in login failures. Internal monitoring detected the elevated error rates, and the engineering team identified the root cause and rolled back the change. The rollback returned all affected regions to the primary cache and restored normal authentication. Regional cache replicas will remain disabled for the EU, UK, Southeast Asia, and Australia regions while we evaluate alternative architectures. We assessed private network connectivity between caches and determined it does not meet our reliability requirements. 

Preventive Actions 

• We are making significant improvements to how the authentication service recovers from cache connectivity problems. The goal is that a degraded cache connection no longer causes stalled or failed logins. 

• We have added alternate monitoring for connection failures, giving earlier detection of cache related issues that are not reflected in the cloud provider's health reporting. 

We apologize for the disruption and are committed to preventing recurrence through these measures.