ConnectMe & SMP – Nordics Production – Users unable to login

Update timeline

1. investigating Feb 14, 2026, 03:35 AM UTC

   We are currently investigating an issue affecting ConnectMe & SMP in the Nordics production environment. Users will be unable to log into these services. Additional services including CRM Connect, Teams Connect and Omnichannel are also showing service degradation. Our teams are working to identify the root cause and implement a resolution. Updates will be provided every 60 minutes as we learn more. We apologize for any inconvenience caused and appreciate your patience during this time. Dstny Support

2. investigating Feb 14, 2026, 03:57 AM UTC

   We are continuing to investigate this issue.

3. investigating Feb 14, 2026, 04:00 AM UTC

   We continue to investigate this incident in collaboration with our Platform team and are implementing measures to reduce user impact wherever possible. We will provide an additional update within the next 60 minutes. Thank you for your continued patience and understanding during this time. Dstny Support

4. investigating Feb 14, 2026, 04:51 AM UTC

   We continue to investigate this incident in conjunction with our Platform team. There has been no change in the current service impact, and mitigation activities remain in progress. The next update will be provided within the next 60 minutes. Thank you. Dstny Support

5. investigating Feb 14, 2026, 05:46 AM UTC

   Our teams continue to work on this incident with the highest priority. While service remains impacted and there has been no change in status, we are making progress in narrowing down the underlying cause and are actively exploring additional mitigation paths to restore stability as quickly as possible. We will provide a further update within the next 60 minutes. Dstny Support

6. monitoring Feb 14, 2026, 06:16 AM UTC

   Our Platform team has identified the root cause of the issue and implemented corrective measures to restore application services. We will continue to monitor service availability for the next 24 hours. and do not anticipate any further impact at this time. Thank you. Dstny Support.

7. resolved Feb 14, 2026, 10:54 AM UTC

   This incident has been resolved.

8. postmortem Mar 09, 2026, 03:05 PM UTC

   **Incident Summary** On 14th February 2026, a critical outage affected all users in the Nordics production environment. The authentication service became unavailable, resulting in a complete loss of access to all authentication‑dependent services including ConnectMe, SMP, and others. The incident began at 00:27 UTC and was resolved for end-users by 05:15 UTC. **Root Cause** The outage was caused by an unintended configuration that allowed a point‑in‑time recovery backup file to grow unexpectedly. This rapid growth consumed the storage allocated to the authentication database. Once the storage was exhausted, the database crashed, rendering the authentication service \(Keycloak\) unavailable. As a result, all dependent services relying on authentication were unable to process login operations, leading to a widespread service outage. **Incident Resolution** Service was restored by increasing the storage capacity for the authentication database and identifying that an automated cleanup process was rapidly consuming the new space. The authentication service was temporarily scaled down to halt the excessive data growth, and an index was added to improve the cleanup process. Once these steps were completed, the authentication service was brought back online and user access was restored at 05:15 UTC. Work to restore full database redundancy continued after user impact ended. **Mitigative Actions** * The team is reviewing whether point-in-time recovery should be implemented for the authentication database. * The recovery procedure for the database is being overhauled and comprehensively updated to ensure a faster and more effective response in future incidents. * Steps are being taken to confirm that the bastion server is fully isolated and dedicated to production, ensuring separation from development environments. * Ongoing investigation into periodic CPU and network spikes related to Keycloak database queries is underway.