CyberQP incident

Dashboard Outage - Error when Accessing Customers

Notice Resolved View vendor source →

CyberQP experienced a notice incident on December 12, 2024 affecting Web Dashboard and Database Services, lasting 31m. The incident has been resolved; the full update timeline is below.

Started
Dec 12, 2024, 07:02 PM UTC
Resolved
Dec 12, 2024, 07:34 PM UTC
Duration
31m
Detected by Pingoru
Dec 12, 2024, 07:02 PM UTC

Affected components

Web DashboardDatabase Services

Update timeline

  1. investigating Dec 12, 2024, 07:02 PM UTC

    We are seeing reports of an error message banner appearing when attempting to access the Customer List on the Dashboard. "Invalid `prisma.$executeRaw()` invocation: Authentication failed against database server at ..........etc." Our team has already begun the investigation and we'll update you ASAP on the resolution/fix.

  2. investigating Dec 12, 2024, 07:25 PM UTC

    We are continuing to investigate this challenge. We have isolated this to just Tenant that use our Vault. All other Customers with ITGlue or Hudu integrations do not seem to be affected. This is the top priority for our team to get resolved.

  3. investigating Dec 12, 2024, 07:32 PM UTC

    We are continuing to investigate this issue.

  4. resolved Dec 12, 2024, 07:34 PM UTC

    The resolution of the challenge for access to the Vault based Tenants has been resolved. The development team was able to quickly identify and remediate this challenge. Please do a full refresh of the Dashboard (CTRL - F5 on Chrome based browsers) and access your customers. If you are still seeing this error message, please reply to this email and a ticket will be created for you.