JumpCloud experienced a minor incident on July 28, 2025 affecting Admin Console, lasting 1h 6m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 28, 2025, 12:35 PM UTC
We're currently investigating reports of an accessibility outage with JumpCloud's Console Service for Administrators at https://console.jumpcloud.com/. We will be providing an update within the next 30 minutes.
- investigating Jul 28, 2025, 12:45 PM UTC
The issue has been narrowed down to affect only Admins linked to a User Account. Non user-linked Admin accounts should be able to access the console successfully. We continue to investigate.
- identified Jul 28, 2025, 01:25 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Jul 28, 2025, 01:34 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jul 28, 2025, 01:41 PM UTC
This incident has been resolved.
- postmortem Jul 30, 2025, 01:57 PM UTC
 # **Incident Report** **Date**: Jul 30, 2025 **Date of Incident:** Jul 28, 2025 **Description**: RCA for linked User-Admin account login failures to the Admin Portal **Summary:** On July 28th at approximately 12:30 UTC \(**UPDATE:** 11:00 UTC\), some administrators linked to user accounts experienced an inability to log in to the JumpCloud Admin Portal. The issue manifested as a redirection to an internal error during the login flow. **Root Cause:** The incident originated during a planned system enhancement, specifically an upgrade to a core database interaction library. An unintended software error was introduced into our web interface during this update. A specific component of our login process, responsible for handling admin authentication, was updated to receive a confirmation or next step instruction \(a 'callback'\) after completing its task. However, in one particular login pathway, this instruction was not provided as expected and the missing instruction caused the system to error, and incorrectly redirect affected administrators with linked user accounts to a generic error page instead of completing their login. **Corrective Actions / Risk Mitigation:** 1. Immediately revert the affected web UI component to its previous stable version in our production environments - DONE 2. Implement additional automated and manual testing and validation steps, particularly for critical login and database interaction code - IN PROGRESS 3. Reinforce checks to ensure all refactored code paths explicitly handle expected responses and potential error conditions - DONE 4. Implement additional monitoring specifically designed to detect similar anomalies in login flows proactively - IN PROGRESS