Privilege Manager Cloud: US - 502 Bad Gateway or Sign in prompt

Incident Overview 

On November 11, 2025, customers in the US region experienced service disruption when accessing Privilege Manager Cloud (PMC). Affected users encountered error messages or unexpected sign-in prompts when attempting to access their accounts. 

The impact occurred during the following time window: 

• November 11, 2025, from 03:11–05:49 UTC 

Root Cause 

The issue was caused by a disruption in our database infrastructure that stores customer information. Our application services were unable to connect to the database, preventing users from accessing their accounts. 

The disruption occurred due to: 

• Unplanned maintenance activities that created an overload on our system 

• A timing issue in our internal load management process that caused it to stop responding 

• The system became stuck in an unhealthy state and required a manual reset to recover 

Our monitoring systems detected the database connectivity issues shortly after they began. Standard recovery procedures such as increasing system capacity and restarting services did not resolve the problem, indicating a deeper issue with the database infrastructure. 

Resolution 

Our team performed a system failover to restore service availability. Normal operations resumed once the database connections were re-established and all services returned to a healthy state. 

Preventive Actions 

To strengthen reliability and minimize future impact, we are implementing the following measures: 

• Fixing the underlying issue to prevent our system from becoming stuck during high-load situations 

• Adding safeguards to ensure our load management process handles stress conditions more gracefully 

• Enhancing our monitoring and alerting systems to detect database connectivity problems more quickly