Articulate experienced a major incident on November 20, 2025 affecting Reach 360, lasting 5h 10m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 20, 2025, 07:13 PM UTC
We're actively investigating an issue where some users are unable to log in to Reach 360. Our engineering team is currently working to resolve this authentication issue. While we investigate, affected users can contact our support team for assistance.
- investigating Nov 20, 2025, 08:23 PM UTC
We are continuing to investigate this Reach 360 login issue.
- investigating Nov 20, 2025, 10:02 PM UTC
Our engineering team is continuing their work in resolving this authentication issue and is close to implementing a fix.
- monitoring Nov 20, 2025, 11:21 PM UTC
We’ve fixed the issue that impacted Reach 360, and all systems are now stable. We’re continuing to monitor performance to ensure everything runs smoothly. Thanks for your patience while we worked on this.
- resolved Nov 21, 2025, 12:23 AM UTC
This incident has been resolved, and Reach 360 is fully operational. Thanks for your patience while we worked on this.
- postmortem Dec 03, 2025, 10:33 PM UTC
A recent software update in Reach 360 caused a problem that affected how some user accounts were set up. When a user updated their profile—or when a new account was created—an important piece of information that connects their profile to our login system was accidentally removed. When this happened, the affected users could no longer sign in to Reach 360. Only a small number of users across our data centers were impacted. **November 19** * **3:17 PM ET** - A code change was shipped which caused a misconfiguration for a subset of users, preventing login for impacted users in Reach. **November 20** * **11:30 AM ET** - **1:29 PM ET** - Users reported login issues which prompted our triage team to investigate, where the underlying code change was identified. * **2:08 PM ET** - A fix was implemented, which prevented additional users from being impacted, but did not resolve the issues with users who had already been affected. * **2:10 PM ET** - The triage team worked to understand the scope of impact to users. * **5:55 PM ET** - The impacted users were repaired and could now log in, systems were stable. Some permission changes made during this outage may have been lost, which could be corrected manually by admins, but did not affect overall system stability. **November 21** * **11:33 AM ET** - A script was run to clean up any lingering issues with permissions, fully resolving the incident. ### What We’re Improving * We’re improving internal tools in the affected areas to make updates more quickly and reliably going forwards. * We found two systems were connected in a way that let this issue occur. We’re improving that integration and adding protections to strengthen reliability going forward. * Refining our internal alerting and dashboards to surface these patterns earlier.