Northpass Outage History

Started Oct 19, 2026, 03:29 PM UTC· resolved Oct 19, 2026, 06:56 PM UTC

1. investigating Oct 19, 2026, 03:29 PM UTC

   Users may experience slowness or errors while trying to load content from the "People" page. We are investigating and will provide an update as we have more information.

2. monitoring Oct 19, 2026, 06:27 PM UTC

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

3. resolved Oct 19, 2026, 06:56 PM UTC

   This incident has been resolved. Some users experienced slow load times and errors on the People page. A fix has been deployed and the page is loading as expected. Thank you for your patience. If you continue to see issues, please contact our support team.

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Started Aug 04, 2026, 07:48 PM UTC· resolved Aug 04, 2026, 08:50 PM UTC

1. identified Aug 04, 2026, 07:48 PM UTC

   Some users are intermittently seeing a page reading "Blocked" and are briefly unable to load pages. This affects a subset of customers. Where it occurs, several users at the same organisation may be affected at the same time, including learners as well as administrators. We have identified the cause and are applying a mitigation now, with a permanent fix to follow. We will update this notice as work progresses.

2. monitoring Aug 04, 2026, 08:33 PM UTC

   A fix has been deployed and we are no longer seeing new occurrences. Any user still seeing a "Blocked" page should regain access within a few minutes. We are monitoring to confirm full recovery.

3. resolved Aug 04, 2026, 08:50 PM UTC

   This is now resolved and access has returned to normal. We apologise for the disruption.

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Started May 07, 2026, 04:54 AM UTC· resolved May 07, 2026, 05:21 AM UTC

1. investigating May 07, 2026, 04:54 AM UTC

   We are investigating unavailability of the AWS app

2. monitoring May 07, 2026, 04:59 AM UTC

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

3. resolved May 07, 2026, 05:21 AM UTC

   This incident has been resolved.

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Started Apr 24, 2026, 04:06 PM UTC· resolved Apr 25, 2026, 02:49 AM UTC

1. monitoring Apr 24, 2026, 04:06 PM UTC

   We are tracking an active Microsoft Azure incident in the East US region that is causing intermittent connection and DNS errors across our platform. Some users may experience delayed actions, failed webhook deliveries, or transient errors while we ride out the upstream issue.

2. monitoring Apr 24, 2026, 08:29 PM UTC

   We are continuing to monitor the upstream service provider for status updates.

3. resolved Apr 25, 2026, 02:49 AM UTC

   This incident has been resolved.

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Started Jan 16, 2026, 11:00 AM UTC· resolved Jan 16, 2026, 11:55 AM UTC

1. resolved Jan 16, 2026, 12:13 PM UTC

   Time: 06:47–06:55 EST (8 minutes) Impact: AWS only application unavailable/slow due to query timeouts. Cause: Database changes increased load, causing timeouts on application queries. Resolution: Service restored after mitigating the database changes and stabilising load.

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Started Nov 21, 2025, 03:02 PM UTC· resolved Jan 13, 2026, 02:54 PM UTC

1. investigating Nov 21, 2025, 03:02 PM UTC

   We are investigating reports of Salesforce Connection failures and we will update here as soon as we have more details.

2. identified Nov 21, 2025, 03:08 PM UTC

   We’ve identified the authentication issue that is preventing our Salesforce app from connecting. Our team is working to restore functionality as quickly as possible and no data loss is expected. We will share updates here as soon as we have more information.

3. identified Nov 21, 2025, 03:26 PM UTC

   We are continuing to work to restore functionality as quickly as possible. We will share updates here as soon as we have more information.

4. identified Nov 21, 2025, 06:58 PM UTC

   We are working with Salesforce to restore functionality as quickly as possible. However, our Native platform remains operational. We will continue to share updates here as soon as we have them.

5. identified Nov 22, 2025, 03:00 AM UTC

   We are working with Salesforce to restore functionality as quickly as possible. However, our Native platform remains operational. We will continue to share updates here as soon as we have them.

6. identified Nov 22, 2025, 07:59 PM UTC

   The Salesforce and Gainsight incident remains ongoing. Our teams are actively working to resolve the issue and restore functionality as quickly and safely as possible. For the latest updates and FAQs, please visit the main status page: https://status.gainsight.com/incidents/gvng0kly8vwf

7. identified Nov 29, 2025, 02:20 AM UTC

   The Salesforce and Gainsight incident remains ongoing. Our teams are actively working to resolve the issue and restore functionality as quickly and safely as possible. For the latest updates and FAQs, please visit the main status page: https://status.gainsight.com/incidents/gvng0kly8vwf

8. identified Dec 02, 2025, 05:45 PM UTC

   The Salesforce and Gainsight incident remains ongoing. Rest assured our teams are working around the clock to resolve the issue and restore functionality as quickly and safely as possible. In the meantime, we are preparing a workaround and steps to re-enable services. For the latest updates and FAQs, please visit the main status page: https://status.gainsight.com/incidents/gvng0kly8vwf

9. identified Dec 17, 2025, 03:14 PM UTC

   We continue to work closely with Salesforce to restore the Northpass-Salesforce integration. Currently, the integration remains offline, and we do not recommend attempting to reconnect the integration at this time.

10. monitoring Dec 27, 2025, 01:41 AM UTC

    Salesforce has approved the managed packages for Northpass CE. Customers can now begin reconnecting to Salesforce. Additional guidance will be shared as needed.

11. resolved Jan 13, 2026, 02:54 PM UTC

    The Northpass CE-Salesforce integration has been restored and has remained stable during monitoring. For additional background on the broader Salesforce advisory and Gainsight’s response, please see: - Overview of the incident and restoration of connections: https://www.gainsight.com/blog/salesforce-re-enables-gainsight-connections/ - Mandiant investigation summary: https://www.gainsight.com/blog/mandiant-investigation-summary/ - CrowdStrike investigation summary: https://www.gainsight.com/blog/crowdstrike-investigation-summary/ We are closing this incident and will continue to monitor the integration as part of our standard reliability practices. Thank you for your patience and partnership throughout this event.

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Started Oct 29, 2025, 04:01 PM UTC· resolved Oct 29, 2025, 09:45 PM UTC

1. investigating Oct 29, 2025, 04:01 PM UTC

   We're experiencing an elevated level of API errors on Azure platform and are currently looking into the issue.

2. investigating Oct 29, 2025, 04:27 PM UTC

   We are currently experiencing a full Azure platform outage. Initial investigation indicates the issue is related to Azure Front Door (our global load balancer) and originates on the Azure side. We are monitoring the situation closely and are in contact with Microsoft Azure support.

3. identified Oct 29, 2025, 04:52 PM UTC

   We have confirmed that the outage is caused by an ongoing issue with Azure Front Door (our global load balancer) on the Microsoft Azure side. This issue is impacting traffic routing to our backend services, resulting in a full platform outage. Our team remains in contact with Microsoft Azure support and is monitoring their mitigation progress.

4. identified Oct 29, 2025, 06:20 PM UTC

   The outage remains in progress. Microsoft Azure has confirmed an active incident affecting Azure Front Door (our global load balancer), which continues to disrupt traffic routing to our backend services. Our platform remains fully unavailable while we wait for a fix from the cloud provider. We are in continuous contact with Microsoft Azure support and will restore services as soon as the issue is resolved on their side.

5. identified Oct 29, 2025, 07:37 PM UTC

   The outage remains in progress. Microsoft Azure has confirmed an active incident affecting Azure Front Door (our global load balancer), which continues to disrupt traffic routing to our backend services. Our platform remains fully unavailable. However, a fix is currently being implemented by Microsoft Azure and we are awaiting the result. We are in continuous contact with Microsoft Azure support and will restore services as soon as the issue is resolved on their side.

6. monitoring Oct 29, 2025, 09:02 PM UTC

   As a result of the fix implemented by Microsoft Azure, the outage is now recovered. We observed recovery on our end at 20:20 UTC as our platform is now available and operational. However, we continue monitoring recovery status and will provide updates within the hour.

7. monitoring Oct 29, 2025, 09:05 PM UTC

   We are continuing to monitor for any further issues.

8. resolved Oct 29, 2025, 09:45 PM UTC

   This incident has been resolved.

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Started Oct 20, 2025, 12:55 PM UTC· resolved Oct 21, 2025, 06:13 AM UTC

1. identified Oct 20, 2025, 12:55 PM UTC

   Start time: 07:10 UTC Impact: Partial degradation of integrations and data synchronization We are currently experiencing degraded performance caused by an upstream service provider. As a result, users may notice delays in: • Event synchronization between HubSpot and our platform • Delivery of Analytics Data in dashboards and reports • Data sync between Customer Education and Gainsight Our team has identified that the issue originates from one of our upstream partners, and we are actively monitoring their status while working on mitigation steps to minimize impact.

2. identified Oct 20, 2025, 05:09 PM UTC

   We continue to work with the third-party vendor in an effort to resolve the ongoing issue. Users may continue to notice delays in: • Event synchronization between HubSpot and our platform • Delivery of Analytics Data in dashboards and reports • Data sync between Customer Education and Gainsight The vendor has acknowledged and is actively working to resolve this.

3. identified Oct 20, 2025, 08:03 PM UTC

   We continue to work with the third-party vendor in an effort to resolve the ongoing issue. Users may continue to notice delays in: • Event synchronization between HubSpot and our platform • Delivery of Analytics Data in dashboards and reports • Data sync between Customer Education and Gainsight The vendor has acknowledged and is actively working to resolve this.

4. identified Oct 20, 2025, 09:14 PM UTC

   Start time: 07:10 UTC Impact: Partial degradation of integrations and data synchronization We are continuing to monitor the situation closely as our cloud provider works through mitigation efforts. Users may still notice delays in the following areas at this time: • Event synchronization between HubSpot and our platform • Delivery of Analytics Data in dashboards and reports • Data sync between Customer Education and Gainsight

5. monitoring Oct 20, 2025, 11:43 PM UTC

   Our cloud service provider has restored functionality. Customers may continue to experience delays in the below areas as we work through the backlog. • Event synchronization between HubSpot and our platform • Delivery of Analytics Data in dashboards and reports • Data sync between Customer Education and Gainsight

6. monitoring Oct 21, 2025, 01:58 AM UTC

   We are continuing to monitor as we work through the backlog.

7. resolved Oct 21, 2025, 06:13 AM UTC

   This incident has been resolved.

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Started Sep 11, 2025, 08:24 PM UTC· resolved Sep 11, 2025, 10:23 PM UTC

1. investigating Sep 11, 2025, 08:24 PM UTC

   End users are experiencing issues when interacting with courses

2. identified Sep 11, 2025, 08:42 PM UTC

   We've identified the issue and are working towards a resolution.

3. identified Sep 11, 2025, 09:43 PM UTC

   We are continuing to work on resolving this issue.

4. monitoring Sep 11, 2025, 10:14 PM UTC

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

5. resolved Sep 11, 2025, 10:23 PM UTC

   This incident have now been resolved, we apologize for the service interruption. Our team is hard at work on delivering on our promised transparency, we will provide the postmortem of this issue within 48 hours.

6. postmortem Sep 12, 2025, 02:15 PM UTC

   On September 11, 2025, our platform experienced intermittent disruptions impacting our AWS-hosted customers. These disruptions affected our end-users' ability to interact with courses. The issue was traced to an automated deployment process that unintentionally updated certain backend services to incompatible versions. This created temporary mismatches between services and led to periodic failures. Azure-hosted customers were not affected. ### Impact * Duration: 2 hours \(16:24 - 18:23 EDT\). * Pattern: Cyclic issues every few minutes with brief automatic recovery periods. * Symptoms: Users experienced difficulties accessing courses, completing activities, and general course interactions. * Affected users: All AWS-hosted customers during problematic service version combinations. ### Root Cause Our deployment automation tool was querying the docker registry for the latest images, but received inconsistent results due to the large number of images in our registry \(suspected registry API limitation\). This caused the automation to cycle through different microservice image combinations approximately every 10 minutes, creating incompatible service versions that disrupted the interdependent functionality required for course interactions. ### Resolution Our team cleaned up the docker registry by removing old images, significantly reducing the total number of images. This stabilized our deployment automation process and eliminated the cycling behavior. ### Next steps to preventing recurrence Implement automated docker image cleanup policy to maintain registry hygiene.

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Started Sep 09, 2025, 05:42 PM UTC· resolved Sep 10, 2025, 03:00 AM UTC

1. investigating Sep 09, 2025, 05:42 PM UTC

   We're experiencing an elevated level of API errors and are currently looking into the issue.

2. investigating Sep 09, 2025, 05:48 PM UTC

   We are continuing to investigate this issue. Admins and end users are experiencing errors when logging in

3. investigating Sep 09, 2025, 05:52 PM UTC

   We are continuing to investigate this issue.

4. investigating Sep 09, 2025, 06:08 PM UTC

   We are continuing to investigate this issue.

5. investigating Sep 09, 2025, 06:32 PM UTC

   We are continuing to investigate this issue.

6. identified Sep 09, 2025, 07:04 PM UTC

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

7. monitoring Sep 09, 2025, 07:13 PM UTC

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

8. monitoring Sep 09, 2025, 08:17 PM UTC

   We are continuing to monitor for any further issues.

9. monitoring Sep 09, 2025, 09:43 PM UTC

   We are continuing to monitor for any further issues.

10. monitoring Sep 09, 2025, 10:45 PM UTC

    Applications are stable but we are still monitoring and checking for slowness.

11. monitoring Sep 09, 2025, 11:43 PM UTC

    We are continuing to monitor for any further issues.

12. monitoring Sep 10, 2025, 12:44 AM UTC

    We are continuing to monitor for issues. Customers and Learners may experience slower page loads as services recover.

13. monitoring Sep 10, 2025, 01:43 AM UTC

    We are continuing to monitor for issues. Customers and Learners may experience slower page loads as services recover.

14. resolved Sep 10, 2025, 09:57 AM UTC

    This incident has been resolved.

15. postmortem Sep 10, 2025, 01:35 PM UTC

    # Service Disruption on September 9–10, 2025 ## Summary On September 9, 2025, Northpass experienced a service disruption affecting all AWS-hosted customers. Users reported difficulties logging in, accessing courses, and completing activities. Azure-hosted customers were not affected. ## Impact * Duration: ~2 hours of major disruption, followed by slower performance for several more hours * Affected customers: AWS-hosted environments only * Symptoms: login errors, slow page loads, delayed certificates, and issues with integrations \(e.g., Zoom sessions\) ## Root Cause The disruption was caused by our primary database running out of available input/output capacity \(IOPS\) in AWS. This slowed down critical operations and caused delays across the platform. ## Resolution Our engineering team took immediate action to stabilize the system, including expanding capacity and reducing system load. Once traffic normalized, performance returned to expected levels. ## Next Steps \(Preventing Recurrence\) We are implementing the following permanent improvements: * Upgrading our AWS database storage to a higher-performance type with more IOPS capacity * Improving monitoring and alerting to detect database pressure earlier * Optimizing how we process background tasks to reduce load during peak usage * Optimizing database queries to reduce impact on performance and improve reliability

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Started Apr 29, 2025, 06:22 PM UTC· resolved Apr 29, 2025, 07:43 PM UTC

1. investigating Apr 29, 2025, 06:22 PM UTC

   We are currently investigating this issue.

2. identified Apr 29, 2025, 06:46 PM UTC

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

3. monitoring Apr 29, 2025, 06:46 PM UTC

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

4. resolved Apr 29, 2025, 07:43 PM UTC

   Between 14:22 and 14:46 EDT today, our entire application was unavailable due to an unexpected memory exhaustion in our backend layer. Root Cause: A high-volume enrolment process caused backend cache errors leading to an "Out of Memory" condition. Preventative Measures Script Throttling: We'll introduce rate-limiting for large-scale data loads. Capacity Expansion: Backend cache memory limits were increased.

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Started Feb 10, 2025, 06:38 PM UTC· resolved Feb 10, 2025, 08:31 PM UTC

1. investigating Feb 10, 2025, 06:38 PM UTC

   We are currently investigating this issue

2. investigating Feb 10, 2025, 06:40 PM UTC

   We are continuing to investigate this issue.

3. identified Feb 10, 2025, 06:43 PM UTC

   The issue has been identified by the Engineering team and fix is being implemented...

4. identified Feb 10, 2025, 07:21 PM UTC

   We are continuing to work on the fix for this issue, thank you for your patience and understanding.

5. monitoring Feb 10, 2025, 08:15 PM UTC

   A fix has been implemented and we are monitoring the results, thank you for your patience.

6. resolved Feb 10, 2025, 08:31 PM UTC

   This issue has been resolved. Thank you for you patience and understanding

7. postmortem Feb 15, 2025, 04:19 AM UTC

   A recent deployment of new functionality introduced a bug in learner enrollments that affected some of our customers. As for future avoidance we enhanced tests covering sign-in and enrollments that will prevent from introducing similar errors moving forward.

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Started Jan 28, 2025, 04:23 PM UTC· resolved Jan 28, 2025, 04:54 PM UTC

1. investigating Jan 28, 2025, 04:23 PM UTC

   We are currently investigating issue with performance

2. identified Jan 28, 2025, 04:24 PM UTC

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

3. monitoring Jan 28, 2025, 04:46 PM UTC

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

4. monitoring Jan 28, 2025, 04:46 PM UTC

   We are continuing to monitor for any further issues.

5. resolved Jan 28, 2025, 04:54 PM UTC

   This incident has been resolved.

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Started Jan 16, 2025, 03:10 PM UTC· resolved Jan 16, 2025, 04:01 PM UTC

1. investigating Jan 16, 2025, 03:10 PM UTC

   We are currently investigating issue with Course Viewer that is preventing learners from using parts of the course viewer

2. identified Jan 16, 2025, 03:12 PM UTC

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

3. monitoring Jan 16, 2025, 03:37 PM UTC

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

4. resolved Jan 16, 2025, 04:01 PM UTC

   This incident has been resolved.

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Started Oct 28, 2024, 01:30 PM UTC· resolved Oct 28, 2024, 01:30 PM UTC

1. resolved Oct 28, 2024, 02:58 PM UTC

   Time Detected: 09:30 Status: Resolved Time Resolved: 10:45 Summary: The login issues affecting customers using Single Sign-On (SSO) have been resolved. The issue was traced to an abnormal behaviour in a firewall rule following a recent component update. Resolution Steps: The engineering team identified the cause and reverted the changes to the component update, we will continue monitoring to ensure stable access for all customers. Thank you for your patience and understanding.

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