Gecko experienced a notice incident on May 16, 2022 affecting Website, lasting 1d 2h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 16, 2022, 09:30 AM UTC
Some of our customers are reporting issues logging in to app.geckoform.com this morning. We are currently investigating the issue, but have not yet reproduced it. If you are experiencing problems logging in, please let us know via [email protected]
- investigating May 16, 2022, 10:11 AM UTC
We have found app.geckoform.com was listed as a false positive on the CRDF threat database, which could be the cause of the reported issues. We have sent a request to CRDF to remove the domain from their list. They have suggested it could take time for systems that use its database to update.
- identified May 16, 2022, 10:39 AM UTC
After investigation this morning, our current thought process is that this issue relates to internal systems, such as VPN, Firewall or Threat Detection -we have gathered a range of errors from customers which all point to this being the issue. Following the issue, we found that the domain app.geckoform.com was listed on a threat security database (CRDF) which is likely being used in internal systems to block malicious websites. We have requested the domain to be removed from this database and the provider has actioned this, however depending on when internal systems update this could take some time. To speed this process up, we would suggest asking IT whether they have the ability to manually update the malicious URL database, or whitelist our domain so that it is not caught by this process. The current known fix for this issue is to use another internet provider such as home internet, or mobile (4G) internet - all clients who have experienced this issue have found Gecko to be fully working when not using their internal system.
- resolved May 17, 2022, 12:28 PM UTC
The domain app.geckoform.com was wrongly listed on a threat security database (CRDF) as malicious, which was stopping some users from being able to access the site. This has now been resolved, and all systems are fully operational.