IAM Cloud incident

A Subset of users may experience problems authenticating to the IAM Cloud Platform.

Critical Resolved View vendor source →

IAM Cloud experienced a critical incident on September 9, 2019 affecting Microsoft 365, lasting 2d 1h. The incident has been resolved; the full update timeline is below.

Started
Sep 09, 2019, 07:26 AM UTC
Resolved
Sep 11, 2019, 08:28 AM UTC
Duration
2d 1h
Detected by Pingoru
Sep 09, 2019, 07:26 AM UTC

Affected components

Microsoft 365

Update timeline

  1. identified Sep 09, 2019, 07:26 AM UTC

    A Subset of users may experience problems authenticating to the IAM Cloud Platform. Engineers are working to resolve this issue as a priority and we will provide further updates ASAP. We apologise for the inconvenience. IAM Cloud Technical Support http://support.iamcloud.com [email protected] Phone (UK): +44 118 324 0000 Phone (US): +1 914 495 1298 Edit

  2. identified Sep 09, 2019, 07:59 AM UTC

    We are continuing to work on a fix for this issue.

  3. identified Sep 09, 2019, 08:40 AM UTC

    We are continuing to work on a fix for this issue.

  4. identified Sep 09, 2019, 10:31 AM UTC

    We are continuing to work towards fixing the issue. An RCA will be provided once the issue is resolved.

  5. identified Sep 09, 2019, 01:45 PM UTC

    We are continuing to work on a fix for this issue.

  6. identified Sep 09, 2019, 05:04 PM UTC

    We are continuing to work on a fix for this issue.

  7. identified Sep 09, 2019, 09:05 PM UTC

    IAM Cloud engineers are continuing to work on the issues that have affected federated services today. Several hot fixes have been put in place. Access to the IAM Cloud portal has been restored and password resets have been fixed. Authentication to Office 365, federated applications and Cloud Drive Mapper may be intermittent for some users. Work will continue throughout the night to fully restore all aspects of the service. Once completed, investigations will take place to determine the cause of the issues and mitigation factors will be put in place to prevent further occurrences in the future. IAM Cloud sincerely apologizes for the disruption caused to our customers today. An RCA will be issued as soon as possible.

  8. monitoring Sep 10, 2019, 07:40 AM UTC

    A fix has been implemented and we are monitoring the results.

  9. investigating Sep 10, 2019, 10:23 AM UTC

    We are currently investigating this issue.

  10. monitoring Sep 10, 2019, 12:17 PM UTC

    A fix has been implemented and we are monitoring the results.

  11. resolved Sep 11, 2019, 08:28 AM UTC

    This incident has been resolved. The RCA (root cause analysis) will be added as soon as its available.