Ambra Outage History

On Thursday, April 24th, some InteleShare customer gateways were temporarily unable to connect to InteleShare due to third-party files remaining in use after a service stop was requested. To prevent this from happening in the future, the next Gateway release will include versioning of third-party libraries to avoid such conflicts. We appreciate your patience and understanding.

While implementing a minor change to the InteleShare database schema, a database update process was able to acquire some locks it needed to implement the schema change but hung while waiting to acquire the remaining locks. Since it had already acquired some locks, the update process blocked certain normal database activity, causing UI and API errors. We were able to identify and cancel a long-running background process which had not properly released its locks and which was preventing the database update. Our R&D and operations teams will investigate future improvements to our update processes, by implementing or adjusting timeouts to ensure schema updates can fail and retry as needed without affecting normal system activity.

The incident was traced to an unexpected change in the status of our SSO integration which led to authentication requests failing, preventing user access. Once the issue was identified, our team engaged with support for Ping Identity and were able to restore normal functionality