Inaccessible Exalate Console

Due to an intermittent issue on Atlassian, Exalate suffered from authentication issues when trying to access the Console or update issues. The issue has now been resolved and Exalate is operating normally.

Between 09:50 UTC to 10:04 CET, Atlassian experienced intermittent 503 errors for Jira software and Jira service management. It has now been resolved.

Incident Update: Inaccessible Exalate Console

Date and Time: 20th of Feb 2024

Severity: High

Dear Clients,

We're pleased to announce the successful restart of our Exalate JCloud nodes. The required maintenance, prompted by the recent Atlassian incident, is now complete, and full service to the Exalate console has been restored.

Quick Health Status:

✅ Service Normalization: Synchronization and other features are realigned back to operational standards.
🔄 Ongoing Observance: We're keenly monitoring the restored operations to ensure consistent service results.
What Does This Mean for You?

Your console and all features are now accessible and resuming as routinely managed. Here’s what we suggest:

Initial Re-login: A recommendation to re-log into your dashboard and review your tasks and knowledge for a summarized recurence and flow.
Verification of Duties: Properly ensure that there aren't any complexities or suspensions to your open or standby board of integrations.

Should you encounter any problems reach out to our support at support@exalate.com.

The Exalate team

Incident Report: Inaccessible Exalate Console

Date and Time: 20th of Feb 2024

Severity: High

Update:

We are currently addressing a service disruption impacting the Exalate console, rendering it inaccessible to users. This issue stems from a token expiration problem, which is a direct result of an outage reported by Atlassian earlier today (Atlassian Status Page). This outage affects various services, including authentication mechanisms, leading to difficulties in accessing the Exalate console due to expired tokens.

Impact:

Users may encounter issues accessing their Exalate consoles. To mitigate these issues and ensure the stability and reliability of our synchronization services post-Atlassian downtime, we are required to perform a crucial restart of our Exalate JCloud nodes. This maintenance is expected to last approximately 2 hours, during which temporary disruptions in Exalate synchronization services may occur.

Recommendations:

Clear Cookies and Cache: If you are unable to access your Exalate console, please clear your browser's cookies and cache, specifically for Atlassian and Exalate sites.
Raise a Support Ticket: If issues persist after following the above step, please raise a support ticket in our Support Portal, and our team will assist you further.

Why is this necessary?

This maintenance and recommended actions address the token expiration issue caused by the Atlassian outage, ensuring the security, reliability, and performance of our services.

What we're doing:

Our team is actively performing the restart of the nodes to ensure the refresh tokens are reloaded, this fix has been confirmed and is currently being applied to all pods affected.

Next Update:

We will provide continuous updates through our Status Page as we work towards resolving this incident. A notification will be sent out once the maintenance is complete and services are fully operational.

We apologize for the inconvenience and appreciate your patience and understanding during this time. Thank you for your cooperation as we work diligently to maintain and improve the quality of our services.

The Exalate Team

Incident Report: Inaccessible Exalate Console

Date and Time: 20th of Feb 2024

Severity: High

Description:

We are currently experiencing a service disruption in the Exalate console, resulting in its inaccessibility to users. The root cause of this issue is attributed to a token expiration problem, directly related to an outage reported by Atlassian, earlier today (https://jira-software.status.atlassian.com/).

This outage impacts various services, including authentication mechanisms. As a consequence, Exalate console users may encounter difficulties accessing their platforms due to expired tokens.


Recommendation:
1. If you are unable to access your Exalate console, we recommend taking the following steps:

Clear Cookies and Cache: Clear your browser’s cookies and cache, specifically for Atlassian and Exalate.

2. If you still experience issues after following these steps please raise a support ticket in our Support Portal and our team will assist you further.

We apologize for any inconvenience this may cause and appreciate your patience as we work towards resolving this incident.

The Exalate team