Users in some orgs are unable to reach Custom URL domain

Update timeline

1. resolved Dec 10, 2025, 07:42 AM UTC

   Okta Engineering became aware of an increase in connections on custom domain routers affecting customers in Cell OK9. Our team is actively investigating this issue to determine the root cause and mitigate the impact. During this time, users accessing their Okta tenant via custom domains may experience intermittent connectivity issues, including timeouts, latency, or 503/504 error messages. We will provide another update within the next 30 minutes, or sooner if additional information becomes available.

2. resolved Dec 10, 2025, 09:23 AM UTC

   Okta Engineering has implemented a mitigation for the issue affecting custom domain routers on Cell OK9. We are currently observing improvements in connection stability and a reduction in error rates. We will continue to monitor the service closely to ensure full resolution. Users accessing their Okta tenant via custom domains should see a return to normal performance. However, some customers may experience residual intermittent latency or errors while the system fully stabilises. We will provide another update within the next 30 minutes or upon full resolution.

3. resolved Dec 10, 2025, 10:01 AM UTC

   Okta Engineering has resolved the issue affecting custom domain connectivity on Cell OK9. Following the mitigation of the connection issues, we have confirmed that service performance has fully stabilised and all systems are operational. Additional root cause information will be available within 5 Business days.

4. resolved Dec 18, 2025, 02:29 AM UTC

   We sincerely apologize for any impact this incident has caused to you, your business, and your customers. At Okta, trust and transparency are our top priorities. Outlined below are the facts regarding this incident. We are committed to implementing improvements to the service to prevent future occurrences of this incident. Detection and Impact: On December 9th at 11:42 PM PT, Okta's monitoring systems alerted on-call teams to potential intermittent connectivity issues in custom domain EMEA Cell OK9. A subset of users attempting to access EMEA Cell OK9 custom domain organizations from specific geo locations, particularly France, experienced intermittent connectivity issues, including timeouts, latency, and/or 500 response errors when accessing Okta services. Users and clients accessing the custom domain resources that were not routed through these Point of Presence (PoP) network locations would not be impacted. Service was fully restored by 1:24 AM PT on December 10th. Root Cause Summary: The temporary disruption of network resources at certain Points of Presence stemmed from overly restrictive traffic limits that were distributed globally. These changes were implemented as a critical component of our broader, ongoing strategy to upgrade network infrastructure. The overly protective logic incorrectly caused the system to profile traffic across all global locations simultaneously. This resulted in the observed connectivity issues in European regions, particularly in France, during their local morning traffic ramp-up. Remediation Steps: Upon discovery, Okta swiftly determined the cause and worked with our Cloud Service Provider on implementing mitigation measures and rolling back changes. These steps successfully stabilized connectivity, restoring normal operations by 1:24 AM PT. Preventative Actions: We continue to closely collaborate with our Cloud service provider to comprehensively review and enhance our edge configurations, with the focused goal of establishing a more resilient and reliable infrastructure service capacity. Our unwavering priority remains the continuous optimization of our systems to safeguard against future events. Duration (# of minutes): Total Duration (Minutes): 102 minutes Actual Time: 11:42 PM PT - 01:24 AM PT (12/10)