Guidewire incident
Okta Login Failure in APAC Region for Federated Partners/Brokers Users in Non-Production, Pre-Production and Production
Guidewire experienced a major incident on May 5, 2026 affecting Sydney, lasting 3h 8m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 05, 2026, 07:05 AM UTC
We have identified an issue in the APAC region where Single-Sign-On logins for certain users are failing when authenticating through Guidewire Hub / Okta in Non-Production, Pre-Production and Production. The impact is limited to a subset of users whose accounts are federated through specific customer or partner Identity Providers and who may use the same email address to access multiple Guidewire Cloud Tenants.
- identified May 05, 2026, 07:09 AM UTC
Guidewire Support has identified the cause of this incident impacting the APAC region where Single-Sign-On logins for certain users are failing when authenticating through Guidewire Hub / Okta in Non-Production, Pre-Production and Production, and are actively working to restore service. We will post regular updates on our progress.
- monitoring May 05, 2026, 07:42 AM UTC
The fix has been implemented. Services are coming up gradually and we are currently actively monitoring the situation.
- resolved May 05, 2026, 10:14 AM UTC
The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.
- postmortem May 13, 2026, 02:56 AM UTC
Please refer to the Knowledge Article at this [link](https://community.guidewire.com/s/article/Broker-and-Partner-Login-Failures-via-Guidewire-Hub-SSO-in-APAC-Production-Environment) for more information.