Intermittent TOPdesk login issues

Status
We have received confirmation from affected customers that TOPdesk is accessible again and that login functionality has returned to normal.
The issue is resolved, and we are currently monitoring the situation to ensure continued stability.

What we are doing
We will continue to monitor the situation for any further disruptions.
If you are still experiencing issues accessing TOPdesk, please contact TOPdesk Support.

Status
We have received confirmation from affected customers that TOPdesk is accessible again and that login functionality has returned to normal.
The issue is resolved, and we are currently monitoring the situation to ensure continued stability.

What we are doing
We will continue to monitor the situation for any further disruptions.
If you are still experiencing issues accessing TOPdesk, please contact TOPdesk Support.

Intermittent login and access issues

We have identified that the earlier reported symptoms were caused by two separate issues. This update covers TOPdesk being intermittently unreachable.

Cause

TOPdesk becoming unreachable and then accessible again were caused by a disruption at Cloudflare. The disruption affected connections that pass through an external firewall, such as the one Fortinet provides. As a result, some connections to TOPdesk timed out or received no response.

Status
Cloudflare has implemented a fix and has marked their incident as resolved. We are also receiving the first reports from customers that TOPdesk is working normally again.

What you may notice
•TOPdesk should now be reachable again and login should work reliably.
•If you still experience problems, try again in a few minutes or restart your browser.

What we are doing

If you are still affected, please contact TOPdesk Support.

We are continuing to investigate the intermittent issues affecting TOPdesk. Features may work normally at one moment and fail the next. If you experience problems in one browser, another browser may still work.
Reported symptoms include:
•Intermittent login failures in TOPdesk, including My TOPdesk.
•Problems switching between the Self-Service Portal (SSP) and the Operator section.
•Incident details appearing only after refreshing the browser.
•TOPdesk becoming unreachable and then accessible again. This has been reported both within and outside customers’ networks, including in private browsing mode.

We suspect these symptoms may be related to a disruption involving Cloudflare or Fortinet, but this has not yet been confirmed.

We are also investigating blank pages and incorrect layouts, particularly in Imports and Automated Actions. These symptoms appear consistent with a browser cache issue and may vary between browsers. We are working to determine whether they are related to the disruption described above or to a recent change in TOPdesk.

We will update you when there is new information or around 5 PM CET at the latest.

We are continuing to investigate the underlying cause of these intermittent issues.

To help with our investigation, please attach a HAR file to your incident. Instructions for creating a HAR file are available in KI 11015.

We will provide an update as soon as more information becomes available, or at around 2:00 PM CET at the latest.

We are currently experiencing issues with:
•TOPdesk login: Users can log in at times, but login attempts fail at other times.
•Switching between SSP and Operator: Switching works at times, but fails or becomes unresponsive at other times.
•My TOPdesk login: Users can sometimes log in, while at other times they cannot.
•Page display: Pages, particularly Imports and Automated Actions, sometimes load correctly and sometimes display a blank white screen or an incorrect layout.
•Incident content: Incident details sometimes appear immediately, but at other times the browser page must be refreshed to display them.
•TOPdesk availability: TOPdesk becomes unreachable and then accessible again. This occurs both within and outside the customer’s network, including in private browsing mode.
•Emails are not displayed right, preview is not available.

The issue currently affects Microsoft Edge and Google Chrome. Clearing your browser’s cache may resolve the issue.

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 10 7470.