Exalate incident
Installation Flow Failure - Can't see Exalate interface, get error notifications "Could not authenticate to this Jira Cloud ..."
Exalate experienced a major incident on March 21, 2022 affecting Synchronisation node, lasting 109d 19h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 21, 2022, 02:18 PM UTC
We can see a number of instancing experienced a problem in the installation process, and were unable to update their security credentials. Please, contact our support https://support.idalko.com/plugins/servlet/desk/portal/8 if you see the following symptoms: * can't access Exalate interface in Jira Cloud * receive error notifications suggesting, that Exalate "Could not authenticate to this Jira Cloud ..."
- identified Mar 21, 2022, 02:19 PM UTC
The problem is identified, however, only a work-around may be applied, since there's no automated way of triggering a re-installation. Please, contact our support https://support.idalko.com/plugins/servlet/desk/portal/8 if you see the following symptoms: * can't access Exalate interface in Jira Cloud * receive error notifications suggesting, that Exalate "Could not authenticate to this Jira Cloud ..."
- monitoring Apr 06, 2022, 07:46 AM UTC
This needs to be fixed on the Atlassian side, in the mean while - when encountering the problem - please raise an issue in our support portal https://support.idalko.com/servicedesk/customer/portal/8
- resolved Jul 09, 2022, 09:25 AM UTC
The number of requests in the queue for reinstallation didn't appear anymore
- postmortem Apr 01, 2026, 04:16 AM UTC
timeout