Outage in Sage
Sage Intacct - Partial Outage
Resolved MinorIncident Report
Summary AI Generated
Sage Intacct experienced a 50.5-hour partial outage affecting SSO login functionality, with users globally encountering "Sorry, but we're having trouble signing you in" error messages when attempting to authenticate. The issue was primarily related to SSO configuration problems including certificate and Reply URL misconfigurations in Microsoft Entra ID integrations. The service was restored and returned to normal performance, with all other product functionality remaining unaffected throughout the incident.
We are investigating a potential issue with the service. An update will be provided within 30 minutes.
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Latest Updates ( sorted recent to last )
RESOLVED
23 days ago - at 05/13/2026 05:59PM
The issue is resolved and the service continues to perform as expected.
MONITORING
24 days ago - at 05/11/2026 08:59PM
The service is performing as expected. Avoiding a reoccurrence is our priority as we closely monitor the service.
INVESTIGATING
25 days ago - at 05/11/2026 06:00PM
Thank you for your patience while we continue to investigate this issue.
If you are still experiencing problems, please review the following common causes and recommended actions:
• User account locked
Confirm whether the affected user account is locked. If so, please ask your administrator to unlock the account and attempt to log in again.
• Certificate configuration issue
Please check the exact error message being displayed.
In cases where the issue is related to an invalid certificate, an administrator should:
• Log in using standard (non-SSO) credentials
• Review the User Access Report in Intacct
• You may see an error such as:
“Unable to extract public key”
Resolution:
• In your Single Sign-On application in Microsoft Entra ID, download the Base64 certificate
• In Intacct, navigate to Company Security settings and paste the full certificate content
• For Entra ID configurations, ensure the Requested Authentication Context Type is set to Exact
• Reply URL configuration issue
In some scenarios, authentication attempts may not reach Intacct, and no entry will appear in the User Access Report.
Resolution:
• Review the error message in Microsoft Entra ID to identify the correct POD-specific Reply URL
• Configure this value in the Basic SAML Configuration under the Reply URL field
• Ensure this matches the configuration outlined in the Entra ID setup documentation
If the issue persists after completing these checks, please contact Support with details of the error message encountered.
INVESTIGATING
25 days ago - at 05/11/2026 03:44PM
We have identified that a subset of customers globally are experiencing issues when attempting to login when using SSO. Customers are being presented with " Sorry, but we´re having trouble signing you in" error messages. All other product functionality is performing as expected.
We are currently investigating.
INVESTIGATING
25 days ago - at 05/11/2026 03:30PM
We are investigating a potential issue with the service. An update will be provided within 30 minutes.
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