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Is there an SecureAuth outage?

SecureAuth status: Systems Active

Last checked: 7 minutes ago

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SecureAuth outages and incidents

Outage and incident data over the last 30 days for SecureAuth.

There have been 1 outages or incidents for SecureAuth in the last 30 days.

Severity Breakdown:

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Components and Services Monitored for SecureAuth

Outlogger tracks the status of these components for Xero:

Operator Alerts Active
Application Active
AU Region Active
EU Region Active
Push Active
SMS Active
US Region Active
Voice Active
Application Active
Device Trust Active
Mobile App Active
Push Active
SMS Active
Voice Active
SaaS/Full Cloud Identity Platform Active
SecureAuth Connector Active
3rd Party Mobile Carrier Active
Enhanced Geolocation Resolution Service - US1 Active
Enhanced Geolocation Resolution Service - US2 Active
Fraud Service - US1 Active
Fraud Service - US2 Active
Geolocation Resolution Service - US1 Active
Geolocation Resolution Service - US2 Active
Nexmo Voice API Active
Push-to-Accept Service - US1 Active
Push-to-Accept Service - US2 Active
SMS Service - US1 Active
SMS Service - US2 Active
Telephony Extension/DTMF Service - US1 Active
Telephony Extension/DTMF Service - US2 Active
Telephony Provider SMS API Active
Telephony Service - US1 Active
Telephony Service - US2 Active
Threat Service - US1 Active
Threat Service - US2 Active
X.509 Certificate Service (SHA2) - US1 Active
X.509 Certificate Service (SHA2) - US2 Active
SecureAuth Application Templates Active
SecureAuth Web Admin Active
FIDO Service Active
Mobile Services Active
Polaris Base Infrastructure Active
SaaS IdP Broker Active
Dashboard Service Active
Device Enrollment Service Active
Fraud Service Active
IP Blocking Service Active
IP Intel Service Active
IP Reporting Service Active
Licensing Service Active
Link-to-Accept Service Active
OAuth Service Active
Push-to-Accept Service Active
SMS Service Active
Symbol-to-Accept Service Active
Telephony Service Active
Titan Proxy Services (SA IdP 9.3 and older only) Active
Transaction Service Active
User Risk Scoring Service Active
User Risk Service Active
User Stats Service Active
Certificate Enrollment Active
Cloud IdP Active
Dashboard Active
FIDO WebAuthn Active
Kerberos Authentication Active
Link-to-Accept Service Active
Mobile App Active
Push Active
SMS Active
Voice Active
Component Status
Operator Alerts Active
Active
Application Active
AU Region Active
EU Region Active
Push Active
SMS Active
US Region Active
Voice Active
Active
Application Active
Device Trust Active
Mobile App Active
Push Active
SMS Active
Voice Active
Active
SaaS/Full Cloud Identity Platform Active
SecureAuth Connector Active
Active
3rd Party Mobile Carrier Active
Enhanced Geolocation Resolution Service - US1 Active
Enhanced Geolocation Resolution Service - US2 Active
Fraud Service - US1 Active
Fraud Service - US2 Active
Geolocation Resolution Service - US1 Active
Geolocation Resolution Service - US2 Active
Nexmo Voice API Active
Push-to-Accept Service - US1 Active
Push-to-Accept Service - US2 Active
SMS Service - US1 Active
SMS Service - US2 Active
Telephony Extension/DTMF Service - US1 Active
Telephony Extension/DTMF Service - US2 Active
Telephony Provider SMS API Active
Telephony Service - US1 Active
Telephony Service - US2 Active
Threat Service - US1 Active
Threat Service - US2 Active
X.509 Certificate Service (SHA2) - US1 Active
X.509 Certificate Service (SHA2) - US2 Active
Active
SecureAuth Application Templates Active
SecureAuth Web Admin Active
Active
FIDO Service Active
Mobile Services Active
Polaris Base Infrastructure Active
SaaS IdP Broker Active
Active
Dashboard Service Active
Device Enrollment Service Active
Fraud Service Active
IP Blocking Service Active
IP Intel Service Active
IP Reporting Service Active
Licensing Service Active
Link-to-Accept Service Active
OAuth Service Active
Push-to-Accept Service Active
SMS Service Active
Symbol-to-Accept Service Active
Telephony Service Active
Titan Proxy Services (SA IdP 9.3 and older only) Active
Transaction Service Active
User Risk Scoring Service Active
User Risk Service Active
User Stats Service Active
Active
Certificate Enrollment Active
Cloud IdP Active
Dashboard Active
FIDO WebAuthn Active
Kerberos Authentication Active
Link-to-Accept Service Active
Mobile App Active
Push Active
SMS Active
Voice Active

Latest SecureAuth outages and incidents.

View the latest incidents for SecureAuth and check for official updates:

Updates:

  • Time: Sept. 12, 2023, 1:31 p.m.
    Status: Postmortem
    Update: **RCA – EKS Outage - 09022023**  **Leadership Response:**  We apologize for the inconvenience and the difficulty your teams faced as you gave up your time with friends and family to communicate and resolve this incident with your internal users and customers.  This is not an event we take lightly and had all hands-on deck to resolve the issue as quickly and efficiently as possible.  Your experience with SecureAuth is very important to us.  We value our partnership and the trust you continually put into our solution to protect your teams and your customers. We will continue to strive for excellence and make any changes necessary to deliver the stability and security that you require to be successful.  **Incident Summary:**  During a planned maintenance window between 06:00 and 12:00 UTC on September 2, 2023, a majority of SA IdP tenants on the EKS cluster failed resulting in an outage. All customers, cloud and hybrid deployments that use cloud services, were down or degraded during the incident.  As a routine update of backend services was being performed, a networking component plugin failed its update, which caused the Vault service which stores application keys to fail. Since most production pods rely on the Vault service to obtain secrets, none of the production pods could come online. To resolve this, we reinstalled the networking component successfully, which allowed Vault to communicate with the rest of the system.  Once this issue was resolved, there was an influx of back-logged communication to the backend database as all the production pods came back online. This overloaded the database connection pool causing additional bandwidth issues that impacted response times. To accelerate recovery of the entire environment, we temporarily reduced the number of active pods, which allowed the system to process the backlog.  At approximately 15:50 UTC, all services were restored, and a postmortem of the incident began.  **Root Cause:**  * HashiCorp Vault failed to start after the EKS cluster update. This required manual intervention for VPC-CNI and CoreDNS add-ons. Vault is a critical dependency of many other cloud services to start.  * Once Vault was operational, thousands of pods attempted to come online at once and many of them need to connect to one or more databases. The database servers became overwhelmed, preventing all services from coming back on-line.  * A bug was discovered in the AMI used for production EKS worker nodes that causes auto-scaling of deployment replicas to grow to maximum capacity. This bug creates over-reporting of how much CPU is being used by each pod. This, in turn, generated about three times the normal pod count, further complicating recovery.  **Resolution**:   * Updated the VPC-CNI  * Restarted CoreDNS and Vault  * Throttled replication events to prevent overload on the databases  * Deployed a workaround to the auto-scale bug to prevent overruns on connections   **Corrective Actions:**   * Instrumenting the upgrade process to detect CNI and Vault failures  * Deploying future upgrades in isolated pod clusters to reduce impact to customers  * Deploying a full resolution for the auto-scale bug  * Completing any outstanding EKS upgrade tasks   * Implementation of new communication protocol to inform customers of future incidents in a more timely and comprehensive manner
  • Time: Sept. 3, 2023, 4:05 p.m.
    Status: Resolved
    Update: We will be continuing to watch the platform; however, we have had no further indications of system issues. Please contact [email protected] if you have any issues. A full Root Cause Analysis (RCA) will be forth-coming.
  • Time: Sept. 2, 2023, 4:53 p.m.
    Status: Monitoring
    Update: The outage you’ve been experiencing has been resolved, and all effected parties have been restored. We are monitoring the status closely. We appreciate your patience with our teams as we worked diligently to bring you back online. A formal root cause analysis (RCA) will be forthcoming, but we wanted to provide as much information as possible upfront while we work on the official RCA which will be provided through our Customer Experience team. During a routine update of backend services, a networking component plugin failed its update, which caused the Vault service (storage of application keys) to fail. We reinstalled the networking component successfully, which allowed Vault to communicate with the rest of the system. This issue caused an influx of communication to the backend database that overloaded the system and also resulted in spinning up an excessive number of pods causing additional bandwidth issues that even further aggravated the response times and connection issues. To resolve, we manually reduced the number of active pods, which allowed the system to slowly recover from the outage.
  • Time: Sept. 2, 2023, 4:15 p.m.
    Status: Monitoring
    Update: The infrastructure has been recovered and loads are returning to normal. We will continue to monitor.
  • Time: Sept. 2, 2023, 3:25 p.m.
    Status: Identified
    Update: Some services have been restored at this time, but we are continuing to troubleshoot the issue.
  • Time: Sept. 2, 2023, 2:56 p.m.
    Status: Identified
    Update: We have identified the issue and are working to restore service. We will update when we have more information.
  • Time: Sept. 2, 2023, 1:53 p.m.
    Status: Identified
    Update: We have discovered an infrastructure issues and have AWS support is involved helping to resolve the issue.
  • Time: Sept. 2, 2023, 12:34 p.m.
    Status: Identified
    Update: We believe we have a focal point for the investigation and will post an update as soon as we have more info.
  • Time: Sept. 2, 2023, 12:01 p.m.
    Status: Identified
    Update: We are continuing to work on a fix for this issue.
  • Time: Sept. 2, 2023, 11:50 a.m.
    Status: Identified
    Update: We are currently investigating intermittent issues with Polaris services. Current services that may be impacted are full cloud and hybrid SA IdP installations. We will provide updates as we receive more information. While our maintenance window has not yet finished (maintenance window ends 8 AM Eastern Time), we are notifying customers of a potential issue. We will keep you updated as we progress.

Updates:

  • Time: Sept. 12, 2023, 1:31 p.m.
    Status: Postmortem
    Update: **RCA – EKS Outage - 09022023**  **Leadership Response:**  We apologize for the inconvenience and the difficulty your teams faced as you gave up your time with friends and family to communicate and resolve this incident with your internal users and customers.  This is not an event we take lightly and had all hands-on deck to resolve the issue as quickly and efficiently as possible.  Your experience with SecureAuth is very important to us.  We value our partnership and the trust you continually put into our solution to protect your teams and your customers. We will continue to strive for excellence and make any changes necessary to deliver the stability and security that you require to be successful.  **Incident Summary:**  During a planned maintenance window between 06:00 and 12:00 UTC on September 2, 2023, a majority of SA IdP tenants on the EKS cluster failed resulting in an outage. All customers, cloud and hybrid deployments that use cloud services, were down or degraded during the incident.  As a routine update of backend services was being performed, a networking component plugin failed its update, which caused the Vault service which stores application keys to fail. Since most production pods rely on the Vault service to obtain secrets, none of the production pods could come online. To resolve this, we reinstalled the networking component successfully, which allowed Vault to communicate with the rest of the system.  Once this issue was resolved, there was an influx of back-logged communication to the backend database as all the production pods came back online. This overloaded the database connection pool causing additional bandwidth issues that impacted response times. To accelerate recovery of the entire environment, we temporarily reduced the number of active pods, which allowed the system to process the backlog.  At approximately 15:50 UTC, all services were restored, and a postmortem of the incident began.  **Root Cause:**  * HashiCorp Vault failed to start after the EKS cluster update. This required manual intervention for VPC-CNI and CoreDNS add-ons. Vault is a critical dependency of many other cloud services to start.  * Once Vault was operational, thousands of pods attempted to come online at once and many of them need to connect to one or more databases. The database servers became overwhelmed, preventing all services from coming back on-line.  * A bug was discovered in the AMI used for production EKS worker nodes that causes auto-scaling of deployment replicas to grow to maximum capacity. This bug creates over-reporting of how much CPU is being used by each pod. This, in turn, generated about three times the normal pod count, further complicating recovery.  **Resolution**:   * Updated the VPC-CNI  * Restarted CoreDNS and Vault  * Throttled replication events to prevent overload on the databases  * Deployed a workaround to the auto-scale bug to prevent overruns on connections   **Corrective Actions:**   * Instrumenting the upgrade process to detect CNI and Vault failures  * Deploying future upgrades in isolated pod clusters to reduce impact to customers  * Deploying a full resolution for the auto-scale bug  * Completing any outstanding EKS upgrade tasks   * Implementation of new communication protocol to inform customers of future incidents in a more timely and comprehensive manner
  • Time: Sept. 3, 2023, 4:05 p.m.
    Status: Resolved
    Update: We will be continuing to watch the platform; however, we have had no further indications of system issues. Please contact [email protected] if you have any issues. A full Root Cause Analysis (RCA) will be forth-coming.
  • Time: Sept. 2, 2023, 4:53 p.m.
    Status: Monitoring
    Update: The outage you’ve been experiencing has been resolved, and all effected parties have been restored. We are monitoring the status closely. We appreciate your patience with our teams as we worked diligently to bring you back online. A formal root cause analysis (RCA) will be forthcoming, but we wanted to provide as much information as possible upfront while we work on the official RCA which will be provided through our Customer Experience team. During a routine update of backend services, a networking component plugin failed its update, which caused the Vault service (storage of application keys) to fail. We reinstalled the networking component successfully, which allowed Vault to communicate with the rest of the system. This issue caused an influx of communication to the backend database that overloaded the system and also resulted in spinning up an excessive number of pods causing additional bandwidth issues that even further aggravated the response times and connection issues. To resolve, we manually reduced the number of active pods, which allowed the system to slowly recover from the outage.
  • Time: Sept. 2, 2023, 4:15 p.m.
    Status: Monitoring
    Update: The infrastructure has been recovered and loads are returning to normal. We will continue to monitor.
  • Time: Sept. 2, 2023, 3:25 p.m.
    Status: Identified
    Update: Some services have been restored at this time, but we are continuing to troubleshoot the issue.
  • Time: Sept. 2, 2023, 2:56 p.m.
    Status: Identified
    Update: We have identified the issue and are working to restore service. We will update when we have more information.
  • Time: Sept. 2, 2023, 1:53 p.m.
    Status: Identified
    Update: We have discovered an infrastructure issues and have AWS support is involved helping to resolve the issue.
  • Time: Sept. 2, 2023, 12:34 p.m.
    Status: Identified
    Update: We believe we have a focal point for the investigation and will post an update as soon as we have more info.
  • Time: Sept. 2, 2023, 12:01 p.m.
    Status: Identified
    Update: We are continuing to work on a fix for this issue.
  • Time: Sept. 2, 2023, 11:50 a.m.
    Status: Identified
    Update: We are currently investigating intermittent issues with Polaris services. Current services that may be impacted are full cloud and hybrid SA IdP installations. We will provide updates as we receive more information. While our maintenance window has not yet finished (maintenance window ends 8 AM Eastern Time), we are notifying customers of a potential issue. We will keep you updated as we progress.

Updates:

  • Time: July 4, 2023, 1:21 a.m.
    Status: Resolved
    Update: This incident has been resolved.
  • Time: July 3, 2023, 9:41 p.m.
    Status: Monitoring
    Update: We've restarted an application service and we believe that addressed the issue.
  • Time: July 3, 2023, 9:09 p.m.
    Status: Investigating
    Update: We are tracking an issue affecting NGE certificates.

Updates:

  • Time: July 4, 2023, 1:21 a.m.
    Status: Resolved
    Update: This incident has been resolved.
  • Time: July 3, 2023, 9:41 p.m.
    Status: Monitoring
    Update: We've restarted an application service and we believe that addressed the issue.
  • Time: July 3, 2023, 9:09 p.m.
    Status: Investigating
    Update: We are tracking an issue affecting NGE certificates.

Updates:

  • Time: June 30, 2023, 6:54 p.m.
    Status: Resolved
    Update: This incident has been resolved.
  • Time: June 30, 2023, 5:30 p.m.
    Status: Monitoring
    Update: Customers report services are working
  • Time: June 30, 2023, 4:47 p.m.
    Status: Identified
    Update: Customers on older versions of SA IdP (9.3 and previous) are the only customers potentially impacted, which utilizes a separate intermediate infrastructure that is being investigated.
  • Time: June 30, 2023, 4:12 p.m.
    Status: Investigating
    Update: We are continuing to investigate the issue
  • Time: June 30, 2023, 2:42 p.m.
    Status: Investigating
    Update: We are currently investigating OTP delivery issues with SMS and Push services.

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Frequently Asked Questions - SecureAuth

Is there a SecureAuth outage?
The current status of SecureAuth is: Systems Active
Where can I find the official status page of SecureAuth?
The official status page for SecureAuth is here
How can I get notified if SecureAuth is down or experiencing an outage?
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