One Identity Starling incident
Starling Cloud Assistant not sending messages.
One Identity Starling experienced a major incident on August 21, 2025 affecting Cloud Assistant and Cloud Assistant and 1 more component, lasting 1h 50m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 21, 2025, 03:43 PM UTC
We are investigating issue with Starling Cloud Assistant not sending messages. We will provide regular updates as the investigation/resolution progresses.
- identified Aug 21, 2025, 04:06 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Aug 21, 2025, 05:13 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Aug 21, 2025, 05:33 PM UTC
This issue has been resolved, all functionality should be back to normal at this time.
- postmortem Sep 04, 2025, 08:35 PM UTC
**What happened?** 08/21/25 6:43 AM UTC Functionality of Starling Cloud Assistant US/EU was interrupted. **What went wrong and why?** The client secrets used by the Cloud Assistant application expired. This caused the Cloud Assistant apps in Prod US and EU to fail authentication thus interrupting functionality. Automated emails are used to notify our product teams of upcoming secret expiries and to take action. This email notification was mis-processed by our internal team, so the corresponding work items were not created or performed. **How did we respond?** The secrets were updated and the Cloud Assistant applications were restarted, resolving issue. **How are we making incidents like this less likely or less impactful?** Our team is automating the email workflow to create a work item so that secret expiration notices are not missed in future.