Intermittent timeouts accessing Delinea Platform

Update timeline

1. identified Jul 24, 2026, 04:24 PM UTC

   We wanted to provide you with an update on the incident affecting the service(s) listed below. Our team has been working diligently to address the issue, and we have made significant progress. We appreciate your continued patience and support as we work to fully restore normal service. For any questions or concerns, please reach out to our support team at https://support.delinea.com.

2. identified Jul 24, 2026, 04:33 PM UTC

   We have identified the cause of the intermittent 504 / Gateway Timeout errors that some customers have experienced when accessing their Delinea Platform instances or when connector-based operations are in use. The issue stems from elevated response times in a backend service that handles connector connectivity, which is causing some requests to time out. Our engineering team has isolated the source and is actively applying corrective action to restore normal performance. Some customers may continue to see intermittent timeouts until the fix is fully in place. We will provide a further update as the situation changes.

3. identified Jul 24, 2026, 10:34 PM UTC

   The issue has been identified, and remediation efforts are currently underway. We will continue to provide updates as we make progress.

4. resolved Jul 24, 2026, 11:48 PM UTC

   This incident has been resolved.

5. postmortem Aug 04, 2026, 04:40 PM UTC

   ## Incident Overview On July 24, 2026, a subset of Delinea Platform customers in the US and AU regions experienced intermittent 504 Gateway Timeout errors, resulting in temporary service disruption while accessing Platform. On July 24, 2026, some Delinea Platform customers in US and AU regions experienced intermittent 504 Gateway Timeout errors, resulting in temporary service disruption while accessing the platform. Start: July 24, 2026, 11:20 AM ET End: July 24, 2026, 3:30 PM ET ## Root Cause and Remediation The incident was caused by an unexpected increase in request volume generated by a Secret Server Cloud synchronization process, which exceeded the processing capacity of The Platform service. As the service became overloaded, request latency increased and some requests exceeded the gateway timeout threshold, resulting in intermittent 504 Gateway Timeout errors for a subset of Platform customers. Our engineering team applied immediate mitigations to reduce load while working to resolve the underlying capacity constraint, and is implementing a long-term solution to improve capacity handling and prevent similar incidents. Additional monitoring will also be added to detect and respond to this type of condition more quickly. ## Preventative Actions * Improve capacity handling: Enhance the backend capacity to better accommodate periods of elevated request volume without impacting customer traffic. * Optimize Secret Server Cloud synchronization: Engineering has implemented mitigations to address the immediate issue and prevent recurrence in the short term. A long-term solution is being developed to further improve the handling of synchronization workloads. * Expand monitoring and alerting: implement additional monitoring and alerting to detect elevated request volumes and performance degradation earlier, enabling faster response and mitigation. We sincerely apologize for the disruption this caused and the inconvenience to your operations. We are committed to preventing recurrence through the above actions.