Resolved after 7 hours 38 minutes, affecting Family Portal, on February 26, 2025.
## Summary Two age verification methods \(ID scan and personal details\) were causing errors for a period of time, and for this time users were required to choose an alternate verification method. The root cause was a misconfiguration within one of our vendors. | **Impact** | **High** | | --- | --- | | Impact duration | 5h 43m | | Time to detect | 3h 46m | | Time to resolve | 1h 57 m | ## Remediations * The vendor has implemented improved blackbox monitoring in order to detect these outages faster. * k-ID has worked with the vendor to establish improved communication during incidents. * k-ID has implemented a mechanism for disabling verification methods that are known to be experiencing issues. * k-ID will implement monitoring and alerting on verification errors in order to improve our own time to detection.
Affected components
Update timeline
- identified Feb 26, 2025, 08:09 PM UTC
The ID Scan verification method is producing errors. End-users will need to select an alternative verification method.
- identified Feb 26, 2025, 08:10 PM UTC
We have an identified an issue with our ID Scan verification method, which began erroring at 15:14 UTC. Other jurisdiction appropriate verification methods are still operational. We are working with a vendor to resolve the issue.
- monitoring Feb 26, 2025, 08:59 PM UTC
A fix has been implemented and we are monitoring the results. ID verification method is working.
- resolved Feb 26, 2025, 10:53 PM UTC
This incident has been resolved.
- postmortem Mar 04, 2025, 06:16 PM UTC
## Summary Two age verification methods \(ID scan and personal details\) were causing errors for a period of time, and for this time users were required to choose an alternate verification method. The root cause was a misconfiguration within one of our vendors. | **Impact** | **High** | | --- | --- | | Impact duration | 5h 43m | | Time to detect | 3h 46m | | Time to resolve | 1h 57 m | ## Remediations * The vendor has implemented improved blackbox monitoring in order to detect these outages faster. * k-ID has worked with the vendor to establish improved communication during incidents. * k-ID has implemented a mechanism for disabling verification methods that are known to be experiencing issues. * k-ID will implement monitoring and alerting on verification errors in order to improve our own time to detection.
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