JumpCloud Outage History

Started Aug 28, 2025, 11:46 AM UTC· resolved Aug 28, 2025, 12:19 PM UTC

1. investigating Aug 28, 2025, 11:46 AM UTC

   We're currently investigating reports of an accessibility outage with JumpCloud's Console Service for Admin and user login at https://console.jumpcloud.com/. We are investigating the cause of the issues currently, and will update the status event once resolved.

2. identified Aug 28, 2025, 11:56 AM UTC

   CloudFlare is reporting Network Performance issues in the Jakarta region. CloudFlare is working to resolve the issue. More information can be found at https://www.cloudflarestatus.com/

3. monitoring Aug 28, 2025, 12:02 PM UTC

   CloudFlare has implemented a fix and the admin and user consoles are accessible now from the affected region. We are monitoring and will mark this as resolved as soon as CloudFlare confirms resolution.

4. resolved Aug 28, 2025, 12:19 PM UTC

   This incident is now marked as resolved following the update at CloudFlare status page - https://www.cloudflarestatus.com/ (Past Incidents).

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Started Aug 25, 2025, 05:59 PM UTC· resolved Aug 25, 2025, 07:59 PM UTC

1. investigating Aug 25, 2025, 05:59 PM UTC

   We're currently investigating an issue with some Directory, SSO, and Password Manager insights events not propagating. We'll provide an update as soon as we have more information.

2. monitoring Aug 25, 2025, 07:44 PM UTC

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

3. resolved Aug 25, 2025, 07:59 PM UTC

   This incident has been resolved. The team is working on a data backfill process for missing events from this event, and we expect this to complete in several hours.

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Started Aug 21, 2025, 07:16 PM UTC· resolved Aug 21, 2025, 08:35 PM UTC

1. monitoring Aug 21, 2025, 07:16 PM UTC

   We are monitoring an issue with Cloudflare causing intermittent latency with JumpCloud services. All services are functional, however some customers may experience intermittent latency when accessing the Admin portal or other services. Cloudflare status can be monitored here: https://www.cloudflarestatus.com/

2. resolved Aug 21, 2025, 08:35 PM UTC

   This incident has been resolved.

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Started Aug 09, 2025, 06:44 AM UTC· resolved Aug 09, 2025, 08:43 AM UTC

1. investigating Aug 09, 2025, 06:44 AM UTC

   We are currently investigating reports of an accessibility outage with JumpCloud's LDAP-as-a-Service, and will update the status as more information becomes available.

2. identified Aug 09, 2025, 07:31 AM UTC

   The issue has been identified and a fix is being implemented.

3. identified Aug 09, 2025, 08:08 AM UTC

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

4. monitoring Aug 09, 2025, 08:22 AM UTC

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

5. resolved Aug 09, 2025, 08:43 AM UTC

   This incident has been resolved.

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Started Aug 08, 2025, 01:26 PM UTC· resolved Aug 08, 2025, 02:50 PM UTC

1. investigating Aug 08, 2025, 01:26 PM UTC

   We are currently investigating an issue affecting iOS and iPadOS MDM enrollments that utilize Automated Device Enrollment.

2. monitoring Aug 08, 2025, 02:41 PM UTC

   A fix has been implemented and we are monitoring results.

3. resolved Aug 08, 2025, 02:50 PM UTC

   This incident has been resolved.

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Started Aug 05, 2025, 09:23 AM UTC· resolved Aug 05, 2025, 10:14 AM UTC

1. investigating Aug 05, 2025, 09:23 AM UTC

   We are currently investigating an issue with adding Admin accounts or modifying admin roles. Our team is actively working on this and will supply an update within 1 hour.

2. identified Aug 05, 2025, 09:24 AM UTC

   We have identified the issue and are working on a fix for this issue. We will provide a further an update within 1 hour.

3. monitoring Aug 05, 2025, 09:59 AM UTC

   A fix has been implemented and we are monitoring the results. Admins should now be able to create new admin accounts and modify admin roles.

4. monitoring Aug 05, 2025, 10:00 AM UTC

   We are continuing to monitor for any further issues.

5. resolved Aug 05, 2025, 10:14 AM UTC

   This incident has been resolved

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Started Jul 29, 2025, 01:36 PM UTC· resolved Jul 29, 2025, 02:13 PM UTC

1. investigating Jul 29, 2025, 01:36 PM UTC

   We're currently investigating reports of intermittent connection issues with JumpCloud's RADIUS-as-a-Service. We are investigating the cause of the issues currently.

2. monitoring Jul 29, 2025, 02:04 PM UTC

   A fix has been implemented and we are monitoring the results. Users should now be able to authenticate to JumpCloud's RADIUS-as-a-Service.

3. resolved Jul 29, 2025, 02:13 PM UTC

   This incident has been resolved.

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Started Jul 29, 2025, 07:50 AM UTC· resolved Jul 29, 2025, 08:38 AM UTC

1. investigating Jul 29, 2025, 07:50 AM UTC

   We're currently investigating reports of usability issues with JumpCloud's Admin Portal. We are investigating the cause of the issues currently, and will update the status once resolved.

2. monitoring Jul 29, 2025, 08:25 AM UTC

   The issue has been identified and a fix has been implemented. We are now monitoring the results. The Admin Portal is fully operational now.

3. resolved Jul 29, 2025, 08:38 AM UTC

   All operations have returned to normal and the issue is currently considered resolved.

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Started Jul 28, 2025, 12:35 PM UTC· resolved Jul 28, 2025, 01:41 PM UTC

1. 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.

2. 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.

3. identified Jul 28, 2025, 01:25 PM UTC

   The issue has been identified and a fix is being implemented.

4. monitoring Jul 28, 2025, 01:34 PM UTC

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

5. resolved Jul 28, 2025, 01:41 PM UTC

   This incident has been resolved.

6. 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

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Started Jul 24, 2025, 10:14 AM UTC· resolved Jul 24, 2025, 10:53 AM UTC

1. investigating Jul 24, 2025, 10:14 AM UTC

   We're investigating reports of an issue with JumpCloud's Directory Insights Service not populating events in the Admin Portal. We are investigating the cause of the issue currently, and will update the status once resolved.

2. monitoring Jul 24, 2025, 10:36 AM UTC

   A fix has been implemented and we are monitoring the results. Directory Insights Service is now fully operational.

3. resolved Jul 24, 2025, 10:53 AM UTC

   A partial outage of JumpCloud's Directory Insight Service not populating events at the Admin Portal, is now resolved All operations have returned to normal, and the issue is currently considered resolved.

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Started Jul 15, 2025, 05:06 PM UTC· resolved Jul 15, 2025, 06:45 PM UTC

1. identified Jul 15, 2025, 05:06 PM UTC

   university.jumpcloud.com is still under maintenance, and we are currently working with our third party vendor on implementing a fix to resolve the outstanding issues with the migration.

2. resolved Jul 15, 2025, 06:45 PM UTC

   This incident has been resolved.

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Started Jul 15, 2025, 01:23 PM UTC· resolved Jul 15, 2025, 07:45 PM UTC

1. investigating Jul 15, 2025, 01:23 PM UTC

   We are experiencing an intermittent issue when loading the Rules page under Alerts. We are currently investigating this issue and will supply an update shortly.

2. investigating Jul 15, 2025, 02:38 PM UTC

   We're still investigating the cause of this issue and will follow-up with an update shortly. In the meantime, as this issue is intermittent, continue to refresh the page until it loads successfully.

3. identified Jul 15, 2025, 04:21 PM UTC

   We have identified the cause of the issue and we are currently working on a fix. We will follow-up once the update has been deployed

4. resolved Jul 15, 2025, 07:45 PM UTC

   A fix has been deployed and full functionality has been restored.

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Started Jul 14, 2025, 04:59 PM UTC· resolved Jul 14, 2025, 09:59 PM UTC

1. investigating Jul 14, 2025, 04:59 PM UTC

   We are currently experiencing an issue where IDM custom API Import integrations are showing as inactive. The team has determined there is a disconnect between the front end UI and our backend systems. A reconfiguration of the integration is not necessary and should re-activate once this is resolved.

2. identified Jul 14, 2025, 05:00 PM UTC

   The issue has been identified and a fix is being implemented.

3. identified Jul 14, 2025, 08:00 PM UTC

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

4. monitoring Jul 14, 2025, 09:43 PM UTC

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

5. resolved Jul 14, 2025, 09:59 PM UTC

   This incident has been resolved.

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Started Jun 30, 2025, 10:10 PM UTC· resolved Jul 01, 2025, 12:34 AM UTC

1. investigating Jun 30, 2025, 10:10 PM UTC

   We are currently investigating an issue impacting System Insights.

2. investigating Jun 30, 2025, 11:06 PM UTC

   We are still investigating the issue impacting System Insights.

3. identified Jul 01, 2025, 12:15 AM UTC

   The issue has been identified and a fix is being implemented.

4. resolved Jul 01, 2025, 12:34 AM UTC

   This incident has been resolved.

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Started Jun 16, 2025, 01:38 PM UTC· resolved Jun 16, 2025, 05:40 PM UTC

1. investigating Jun 16, 2025, 01:38 PM UTC

   We are currently investigating an issue where device's policy results are not displayed as expected. Policies applied to devices will continue to function as expected during this time.

2. investigating Jun 16, 2025, 02:15 PM UTC

   We are continuing to investigate an issue where device's policy results are not displayed as expected. Policies applied to devices will continue to function as expected during this time.

3. identified Jun 16, 2025, 03:01 PM UTC

   The issue has been identified and a fix is being implemented.

4. identified Jun 16, 2025, 03:11 PM UTC

   The issue has been identified and a fix is being implemented.

5. monitoring Jun 16, 2025, 04:06 PM UTC

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

6. monitoring Jun 16, 2025, 04:41 PM UTC

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

7. resolved Jun 16, 2025, 05:40 PM UTC

   This incident has been resolved.

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Started Jun 10, 2025, 05:56 AM UTC· resolved Jun 10, 2025, 06:19 AM UTC

1. investigating Jun 10, 2025, 05:56 AM UTC

   We are currently investigating intermittent reports of Administrators being unable to submit support cases via the JumpCloud Admin Portal. Support cases can still be submitted by emailing [email protected]. We are investigating the cause of the issues currently, and will update the status event once resolved.

2. monitoring Jun 10, 2025, 06:10 AM UTC

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

3. resolved Jun 10, 2025, 06:19 AM UTC

   This incident has been resolved.

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Started Jun 05, 2025, 01:13 PM UTC· resolved Jun 05, 2025, 03:26 PM UTC

1. investigating Jun 05, 2025, 01:13 PM UTC

   We are currently investigating an issue with System Insights displaying incorrect Local User Information in the Admin Console. We will report back as soon as we have an update. We apologize for any disruption this may cause. Thank you,

2. investigating Jun 05, 2025, 02:00 PM UTC

   We are continuing to investigate the issue with System Insights displaying incomplete Local User Information in the Admin Console. We will report back as soon as we have an update. We apologize for any disruption this may cause. Thank you,

3. identified Jun 05, 2025, 02:30 PM UTC

   We have identified the issue with System Insights displaying incomplete Local User Information in the Admin Console and are currently working on implementing a fix. We will report back as soon as we have any further update.

4. monitoring Jun 05, 2025, 03:08 PM UTC

   We have implemented the fix for the issue with System Insights displaying incomplete Local User Information in the Admin Console. We will continue to monitor this and once we are sure this is resolved will proceed to resolve the incident.

5. resolved Jun 05, 2025, 03:26 PM UTC

   This issue has been resolved and service has now returned to normal.

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Started May 14, 2025, 02:22 PM UTC· resolved May 14, 2025, 05:48 PM UTC

1. investigating May 14, 2025, 02:22 PM UTC

   We're currently investigating an issue with JumpCloud's Console where Administrators may be unable to save changes for some device records. We are investigating the cause of the issues currently, and will update the status event once resolved.

2. identified May 14, 2025, 02:47 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring May 14, 2025, 04:24 PM UTC

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

4. resolved May 14, 2025, 05:48 PM UTC

   This incident has been resolved.

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Started May 02, 2025, 08:52 AM UTC· resolved May 02, 2025, 10:28 PM UTC

1. investigating May 02, 2025, 08:52 AM UTC

   We are investigating reports of user accounts being changed to pending status for tenants integrated with Active Directory Bridge.

2. investigating May 02, 2025, 12:08 PM UTC

   We are continuing to investigate reports of user accounts being changed to pending status for tenants integrated with Active Directory Bridge. We will share another update in one hour.

3. identified May 02, 2025, 01:19 PM UTC

   We have identified the cause of the issue and a fix is being implemented. We will share another update in one hour.

4. identified May 02, 2025, 02:26 PM UTC

   We have identified the cause of the issue and are refining the fix to be implemented. We will share another update in one hour.

5. identified May 02, 2025, 03:24 PM UTC

   We have reverted the update which caused the initial impact. There should be no new occurrences. We are creating a remediation plan at this time and will share it as soon as it is ready. We will share another update in one hour.

6. identified May 02, 2025, 04:34 PM UTC

   We are in the process of validating our remediation plan. We will communicate it as soon as it is ready. We will share another update in one hour.

7. identified May 02, 2025, 05:42 PM UTC

   We have identified a fix for this issue. We have validated our remediation plan and are implementing it now. The plan will take several hours to complete. We will provide another update in one hour.

8. identified May 02, 2025, 06:40 PM UTC

   We are continuing with our implementation of our remediation plan. We anticipate several more hours to complete. We will provide another update in two hours.

9. monitoring May 02, 2025, 08:30 PM UTC

   We have completed implementation of our remediation plan and do not anticipate any further impact. We will continue to monitor for any issues.

10. resolved May 02, 2025, 10:28 PM UTC

    This incident has been resolved.

11. postmortem May 12, 2025, 02:35 PM UTC

     # **Incident Report** ‌ **Date**: May 12, 2025 **Date of Incident:** May 2, 2025 **Description**: RCA for ADI User Login Errors ‌ **Summary:** On May 2nd, at approximately 07:00 UTC, a change was deployed to JumpCloud’s Active Directory Integration causing a warning message to appear and preventing successful logins for some users across a subset of organizations. During that time the workaround for users was to change their password, which then allowed a successful login. ‌ **Root Cause:** The change introduced was part of an effort to modernize external user identification in Active Directory, which inadvertently caused an error in handling some restricted attributes. This resulted in the incorrect transformation of these fields, setting the password status of some external user accounts to "pending”. This event disrupted user access and necessitated a password update for the affected users until JumpCloud successfully rectified their account status. ‌ How was this missed in your testing? Unfortunately, the change affected a subset of users that had a unique combination of values set on their user record. Specifically, the logic was only applied to users that had an empty value on their restricted fields. The testing that was performed did not contain a user in that state, incorrectly passing the test. ‌ **Corrective Actions / Risk Mitigation:** 1. Revert that code version - DONE 2. Modify all incorrect user entries in our backend systems - DONE 3. Increased testing scenarios verifying all user states and backward compatibility - IN PROGRESS

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Started Apr 30, 2025, 01:05 PM UTC· resolved Apr 30, 2025, 01:15 PM UTC

1. monitoring Apr 30, 2025, 01:05 PM UTC

   We have identified an issue that was affecting authentication and SSO and have implemented a fix. Services have recovered and we are monitoring.

2. resolved Apr 30, 2025, 01:15 PM UTC

   This incident has been resolved.

3. postmortem May 06, 2025, 02:25 AM UTC

    # Incident Report **Date**: May 5, 2025 **Date of Incident:** Apr 30, 2025 **Description**: RCA for User Portal / SSO Failed Authentication ‌ **Summary:** On April 30th at 12:35 UTC our monitors detected a significant increase in errors across our User Console API endpoints. The increased errors manifested as failed authentication for new attempts to the User Portal, SSO and other services. Existing connections to applications continued uninterrupted. At 12:41 UTC a formal incident was declared and multiple teams were paged. The issue was resolved at 12:58 UTC ‌ **Root Cause:** A state transition anomaly occurred during the credential rotation process for a database within our authentication infrastructure, resulting in connection failures by dependent services to that layer. Consequently, end-users experienced authentication errors when attempting to establish new sessions with specific applications. ‌ The authentication service team was able to identify a failure with secondary credentials during the rotation and quickly failed back to valid secrets. ‌ ‌ **Corrective Actions / Risk Mitigation:** 1. Fail back to primary secrets - DONE 2. Increased automation for secrets rotation at this layer - IN PROGRESS

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Started Apr 30, 2025, 08:08 AM UTC· resolved Apr 30, 2025, 12:33 PM UTC

1. investigating Apr 30, 2025, 08:08 AM UTC

   We are currently investigating an issue with JumpCloud Reports failing to download. We will update the status as we learn more.

2. identified Apr 30, 2025, 08:24 AM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Apr 30, 2025, 10:57 AM UTC

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

4. resolved Apr 30, 2025, 12:33 PM UTC

   This incident has been resolved.

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Started Apr 19, 2025, 11:42 PM UTC· resolved Apr 20, 2025, 02:51 AM UTC

1. investigating Apr 19, 2025, 11:42 PM UTC

   The Active Directory Integration Service was found encountering errors and we are investigating the issue.

2. identified Apr 20, 2025, 12:10 AM UTC

   We have identified an issue affecting the Active Directory Integration Sync and Import services, including Active Directory Delegated Authentication. This issue affects users, user updates, and password changes are not syncing between JumpCloud and Active directory, as well as delegated authentication to Active Directory. In the meantime, if your users are unable to authenticate because you have delegated authentication enabled for your users, please review the following article for steps on disabling delegated authentication. https://jumpcloud.com/support/adi-use-ad-delegated-authentication#disabling-delegated-authentication-for-users

3. identified Apr 20, 2025, 02:12 AM UTC

   We are currently in the process of implementing a fix for this issue.

4. resolved Apr 20, 2025, 02:51 AM UTC

   This issue has been resolved and service has now returned to normal.

5. postmortem Apr 23, 2025, 10:15 PM UTC

    **Date**: Apr 23, 2025 **Date of Incident:** Apr 18, 2025 **Description**: RCA for ADI Outage ‌ **Summary:** On April 18th at 1:27 PM MT JumpCloud experienced an issue affecting our Active Directory Integration \(ADI\) agents. Some customers using ADI sync and Delegated Auth experienced connectivity issues, resulting in failed directory synchronizations and authentication attempts. New ADI installs would have failed during the incident window, and ADI agents attempting to restart or reconnect during the incident window would have failed. ‌ **Root Cause:** The incident was caused by the expiration of a certificate used for mutual TLS \(mTLS\) authentication between ADI agents and our infrastructure. This certificate is essential for securing the communication channel between customer environments and JumpCloud services. ‌ Why wasn’t this caught before the certificate expired? In mid-2024 we migrated our global proxy infrastructure from EC2 into Kubernetes. During this transition, monitoring for the proxies that handle mTLS were mistakenly deleted and not recreated on the new infrastructure. ‌ Why did it take so long to recover? There are two reasons recovery took longer than it should have. The first reason is the missing monitoring above meant this went unnoticed by our operations teams once the cert expired. The second is our teams did not see any instability or outage signals in our internal telemetry, which led them to believe this was customer environment specific. This was because existing connections were un-impacted. ‌ **Corrective Actions / Risk Mitigation:** ‌ 1. Enhancing our certificate monitoring systems to provide earlier notifications of upcoming expirations - DONE 2. Improving our internal escalation procedures to reduce time-to-resolution - DONE 3. Implement additional automated testing to detect potential authentication issues - PLANNING 4. Creating more comprehensive documentation for critical operational procedures - WIP

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Started Apr 16, 2025, 09:53 PM UTC· resolved Apr 17, 2025, 12:11 AM UTC

1. investigating Apr 16, 2025, 09:53 PM UTC

   We are currently investigating an issue with the Password Manager notifications part of our platform.

2. investigating Apr 16, 2025, 10:06 PM UTC

   We are currently investigating an issue involving the distribution of Password Manager enrollment emails. We are investigating the cause of the issue currently, and will update the status event once resolved.

3. identified Apr 17, 2025, 12:05 AM UTC

   We believe we have identified the issue that was impacting the distribution of the Password Manager enrollment emails. We are currently working on implementing a fix.

4. resolved Apr 17, 2025, 12:11 AM UTC

   This incident has been resolved.

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Started Apr 09, 2025, 10:33 PM UTC· resolved Apr 10, 2025, 03:26 AM UTC

1. investigating Apr 09, 2025, 10:33 PM UTC

   We are currently observing elevated error rates in the management of iOS devices. This may manifest for administrators as missing MDM tabs, impaired policy functionality, and failures in executing MDM commands.

2. identified Apr 10, 2025, 01:21 AM UTC

   The issue has been identified and a fix is being implemented.

3. resolved Apr 10, 2025, 03:26 AM UTC

   This incident has been resolved.

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