Notification of new incident. Intermittent Login Issue: EU

Hello Everyone,

Update: Incident Resolved.

Date/Time: 10:50am UTC 9th September 2024

We have maintained a monitoring status for several hours to ensure we see no more indicators of this issue. Internal testing has seen a full recovery of the login service; we are also not seeing any negative field reports.

Preliminary Finding:
There was an issue validating the authentication cookies. Initial mitigation procedure was to cycle the web roles releasing the failed authentication session. The root cause of the failed cookie validation process is an ongoing investigation and will be detailed in the Post-Mortem once identified.

We are closing this without an identified Root Cause at this time. As a precautionary action the operations team has testing and monitoring procedures in place for early identification. If this is identified in the coming days, we will raise a new status page.

There will be a postmortem published once we have concluded our investigation but no longer then 20 business days.

We are sorry for the inconvenience this has caused.

Kind Regards
Online Operations Team

Hello Everyone,

The issue has been isolated to a set of Web Roles and cookie session handling.

Operations have refreshed these roles and monitoring the situation closely.

We have positive reports from the field and internal testing. While mitigation actions have been successful a root cause is still under investigation.

Regards,
uniFLOW Online Operations

Hello Everyone,

NT-ware Operations team is working on mitigation actions to address this issue. Current actions are producing a positive result which we are monitoring closely as the service move to full recovery.

The issue is intermittent, if you find you cannot login, please wait 5 minutes and try again.

Next update will be in 30 minutes.

Regards
uniFLOW Online Operations

Incident details:

Investigating: We have multiple reports confirm that users are having login issues.

Start Time:
Approximately 5:30am UTC

Incident Scope: 
EU

Description:
User cannot log into their tenant.
User once logged in are immediately logged out.

Next Update:
The next update will be in 30 minutes.