Outage in Webex by Cisco
Webex App: New users are unable to login via OpenID Connect (OIDC) SSO
Resolved Minor
September 03, 2026 - Started 18 days ago
- Lasted about 3 hours
Incident Report
Summary AI Generated
New users attempting to log into Webex App via OpenID Connect (OIDC) SSO were unable to complete authentication, receiving a "Failed to link the account" error after entering their OTP — blocking account access for users whose OIDC accounts had not yet been linked. The incident lasted approximately 2.7 hours on September 3, 2026, affecting sign-in across multiple regions. Engineering identified and remediated the issue in stages, restoring service first to EMEA, then the US, and finally all remaining regions by 15:13 UTC.
Engineering is investigating an issue affecting new users attempting to login via OpenID Connect (OIDC) SSO. These users receive a one-time password (OTP) via email as expected, but after entering the OTP, they encounter a "Failed to link the account" error. This issue occurs exclusively for newly created users whose OIDC accounts have not yet been linked. We will provide the next update in 30 minutes or sooner if new information becomes available.
We appreciate your patience while we address this issue and apologize for any inconvenience this may cause.
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Latest Updates ( sorted recent to last )
MONITORING
18 days ago - at 09/03/2026 03:13PM
Engineering has completed remediation activities and services are now restored for all regions.
We will continue to monitor to ensure service stability.
IDENTIFIED
18 days ago - at 09/03/2026 02:34PM
Our engineering team has identified the issue and is actively working toward full service restoration. We have confirmed that impact has been mitigated and services are fully restored for the US region. We are currently working on restoring service for the remaining regions. We will continue to monitor the progress closely and will provide the next update in four hours or sooner should significant progress occur.
Thank you for your continued patience as we address this service incident.
IDENTIFIED
18 days ago - at 09/03/2026 01:54PM
Our engineering team has identified the issue and is actively working toward full service restoration. We have confirmed that impact has been mitigated and services are fully restored for the EMEA region. We are currently working on restoring service for the remaining regions. We will continue to monitor the progress closely and will provide the next update in four hours or sooner should significant progress occur.
Thank you for your continued patience as we address this service incident.
IDENTIFIED
18 days ago - at 09/03/2026 12:50PM
Engineering has identified the issue and is currently working towards service restoration. We will continue to monitor the situation closely and provide the next update in one hour or sooner should significant progress occur.
Thank you for your continued patience as we address this service incident.
INVESTIGATING
18 days ago - at 09/03/2026 12:47PM
Engineering is investigating an issue affecting new users attempting to login via OpenID Connect (OIDC) SSO. These users receive a one-time password (OTP) via email as expected, but after entering the OTP, they encounter a "Failed to link the account" error. This issue occurs exclusively for newly created users whose OIDC accounts have not yet been linked. We will provide the next update in 30 minutes or sooner if new information becomes available.
We appreciate your patience while we address this issue and apologize for any inconvenience this may cause.
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