Eptura incident
S1 - Hippo - Unable to login to Hippo - Secure Login is grayed out
Resolved after 8 hours 25 minutes, on September 23, 2025.
**Eptura Hippo detailed Root Cause Analysis | Sept 23 2025** We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** Hippo Secure Login Greyed Out **Type of Event:** Functionality issue **Services/Modules impacted:** Add services/modules impacted: Secure Login **Timeline:** Sept 23rd 2025 7:12am – Customers began reporting being unable to login Sept 23rd 2025 7:12am – JIRA created/Status Page Updated Sept 23rd 2025 7:14am – Engineering restarted restarted the hippo-prd-cmmsService and hippo-prd-cmmsService-ca services to resolve the issue Sept 23rd 2025 7:41am – Engineering conducting further investigation to identify the core issue. Sept 23rd 2025 9:46am – Issue resolved **Total Duration of Event:** 2\.25hrs **Root Cause:** An ongoing memory leak in the service that builds up over time leading to performance issues. A regularly scheduled service restart did not occur on schedule. **Remediation:** To resolve the issue we restarted the hippo-prd-cmmsService and hippo-prd-cmmsService-ca services to resolve the issue. **Preventative Action:** We’re committed to preventing similar issues in the future and will continue investigation to better understand the root cause. This will help us implement better monitoring and more robust procedures to ensure reliability and stability of our services.
Update timeline
- investigating Sep 23, 2025, 12:26 PM UTC
We have received reports of issue wherein Secure Login button is grayed out. We are currently investigating the issue.
- monitoring Sep 23, 2025, 02:00 PM UTC
A fix has been implemented, and we shall continue to monitor the issue.
- resolved Sep 23, 2025, 08:52 PM UTC
We are pleased to inform you that the issue with HippoSecure Login has been resolved. Our Engineering team has completed the necessary actions and verified that the service is now functioning normally. A Root Cause Analysis (RCA) will be conducted to understand the incident in detail and will be made available on our Status Page within 10 days. Thank you for your patience and cooperation throughout this process. If you have any further questions or concerns, please feel free to reach out.
- postmortem Sep 23, 2025, 10:54 PM UTC
**Eptura Hippo detailed Root Cause Analysis | Sept 23 2025** We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. **Description:** Hippo Secure Login Greyed Out **Type of Event:** Functionality issue **Services/Modules impacted:** Add services/modules impacted: Secure Login **Timeline:** Sept 23rd 2025 7:12am – Customers began reporting being unable to login Sept 23rd 2025 7:12am – JIRA created/Status Page Updated Sept 23rd 2025 7:14am – Engineering restarted restarted the hippo-prd-cmmsService and hippo-prd-cmmsService-ca services to resolve the issue Sept 23rd 2025 7:41am – Engineering conducting further investigation to identify the core issue. Sept 23rd 2025 9:46am – Issue resolved **Total Duration of Event:** 2\.25hrs **Root Cause:** An ongoing memory leak in the service that builds up over time leading to performance issues. A regularly scheduled service restart did not occur on schedule. **Remediation:** To resolve the issue we restarted the hippo-prd-cmmsService and hippo-prd-cmmsService-ca services to resolve the issue. **Preventative Action:** We’re committed to preventing similar issues in the future and will continue investigation to better understand the root cause. This will help us implement better monitoring and more robust procedures to ensure reliability and stability of our services.
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