[US Region only] Reports of few users with SAML errors when attempting to login

Update timeline

1. investigating Dec 14, 2025, 04:18 PM UTC

   We have several users who have indicated issues logging into Hypercare.

2. investigating Dec 14, 2025, 05:03 PM UTC

   We are still investigating this issue as it is only affecting a subset of our customer. We are identifying the cause of this issue.

3. investigating Dec 14, 2025, 06:26 PM UTC

   Based on our investigation, it seems to point to us that this issue is limited to a small subset of users limited to a single organization which could be caused by a misconfiguration on the customers' need. We are attempting to coordinate with IT at the organization to identify the issue.

4. monitoring Dec 14, 2025, 07:03 PM UTC

   The incident was isolated: Our investigation confirms that this Single Sign-On (SSO) issue was strictly limited to the two users who reported it and did not affect our general user base. False Alarms: Although our system initially flagged potential errors for other users, follow-up checks confirmed these were false positives, and no other customers were experiencing issues. We have identified the cause of these false alerts and are implementing a fix. Next Steps for Affected Users: The problem affecting the two original users is most likely due to a misconfiguration of SSO on the customer's IT side. We are currently working with our partner to confirm this diagnosis and resolve the issue.

5. resolved Dec 14, 2025, 07:03 PM UTC

   This incident has been resolved.