Snow Software - All Regions - Portal Unavailable

Update timeline

1. investigating Nov 15, 2025, 04:30 PM UTC

   Incident Description: We are currently investigating an issue affecting access to the Snow Software portal (https://www.snowsoftware.io/). Customers may experience the portal not loading as expected or becoming stuck on the sign-in screen. Priority: P1 Restoration Activity: Our teams are actively investigating and working to identify the source of the disruption. We will continue to monitor the situation closely and share further updates as more information becomes available.

2. identified Nov 15, 2025, 05:32 PM UTC

   Our teams have confirmed that a recent change is linked to the access issue affecting the Snow Software portal. An update is currently being deployed to address this. Once the deployment completes, we will revalidate portal access and continue to monitor the situation closely. We will provide the next update as soon as more information becomes available.

3. monitoring Nov 15, 2025, 05:59 PM UTC

   Access to the Snow Software portal has been restored. Our teams have reverted to the last successful deployment state and confirmed that the portal is now loading as expected. Some users may need to refresh their browser or clear cached data if they attempted to access the portal during the disruption.

4. monitoring Nov 15, 2025, 06:33 PM UTC

   Access to the Snow Software portal has been restored. Our teams reverted to the last known good deployment state and have confirmed that the portal is now loading as expected. Some users may need to refresh their browser or clear cached data if they attempted to access the portal during the disruption. We have monitored the service for an extended period to ensure continued stability and have completed all validations. This incident is now resolved.

5. resolved Nov 18, 2025, 06:01 AM UTC

   This incident has been resolved.

6. postmortem Dec 01, 2025, 04:32 PM UTC

   **Description:** Snow Software - All Regions - Portal Unavailable **Timeframe:** November 15, 2025, 1:08 AM PST to November 15, 2025, 9:49 AM PST ‌ **Incident Summary** # On 15 November 2025 at 1:08 AM PST, our teams detected an issue that rendered the Snow Software portal inaccessible for users attempting to log in via [www.snowsoftware.io](http://www.snowsoftware.io/). Users experienced a prolonged "signing in" screen, preventing them from completing authentication and accessing the application. Throughout this incident, all internal service components and the underlying cluster were reported as healthy. However, the public endpoint failed to respond correctly, leading to a functional outage for users, even though back-end systems appeared to be operating normally. The investigation quickly pinpointed a deployment on 14th November 2025 , which included changes aimed at resolving a pipeline issue. As a restorative measure, the change was reverted, and the environment was restored to the last successful deployment state. Following this rollback, the Snow Software portal became accessible again, and the sign-in process returned to normal by 9:49 AM PST. ‌ **Root Cause** The issue was triggered by a deployment change introduced recently, which was intended to fix a pipeline issue. The update resulted in an incorrect routing configuration, causing authentication requests to stall during sign-in despite application components being healthy. Rolling back to the previous stable deployment reversed the misconfiguration and restored normal portal access. ‌ **Remediation Actions** · **Incident Verification & Initial Diagnosis** - Confirmed user login failures and validated that the Snow cluster and service components were healthy. Determined that the issue was isolated to endpoint responsiveness. Mapped the impact timeline to a deployment the previous day. · **Rollback Execution** - Performed a controlled rollback to the last known stable deployment. Reverted the change and associated configuration to restore expected endpoint routing. · **Functional Validation & Portal Restoration** - Executed sign-in tests and monitored endpoint response to ensure authentication completed post-rollback successfully. Confirmed user access recovery across environments. · **User Cache Advisory & Access Normalization** - Identified that cached browser state could prevent immediate recovery for some users. Guided to refresh/clear the cache to ensure the updated routing was recognized. ‌ **Future Preventative Measures** · Strengthened Endpoint Health Monitoring – Review the alerts and checks targeting [www.snowsoftware.io](http://www.snowsoftware.io) to ensure reachability issues are detected faster and prioritized. · Formal Post-Incident Retrospective - Conduct a retrospective focusing on deployment risk, detection latency, and routing behavior.