One Identity Starling Outage History

Started Oct 19, 2026, 02:42 PM UTC· resolved Oct 19, 2026, 04:36 PM UTC

1. investigating Oct 19, 2026, 02:42 PM UTC

   Since 8:40 UTC October 19 SRA RDP Sessions are failing with: Error: Server returned an error on close: Connection closed with an error. UnauthorizedAccessException: Unable to access session. We are actively investigating the potential cause of this issue. All further updates will be posted here on our status page.

2. identified Oct 19, 2026, 02:48 PM UTC

   The issue has been identified and we are working on a fix.

3. monitoring Oct 19, 2026, 02:55 PM UTC

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

4. resolved Oct 19, 2026, 04:36 PM UTC

   The incident has been resolved.

Read the full incident report →

Started Oct 18, 2026, 01:11 PM UTC· resolved Oct 20, 2026, 02:45 PM UTC

1. identified Oct 18, 2026, 01:11 PM UTC

   Customers with an Identity Manager On Demand instance hosted in West US or North Europe may be unable to access their database from a new IP address after adding the address to the allowed list. Jump hosts are not affected. We have identified the cause and are working to resolve the issue. Workaround: If you need to add a new IP address, please contact Technical Support to have the IP address(es) manually added to the database firewall.

2. resolved Oct 20, 2026, 02:45 PM UTC

   The team has resolved this issue and confirmed functionality has been fully restored.

Read the full incident report →

Started Oct 18, 2026, 06:22 AM UTC· resolved Oct 18, 2026, 08:17 AM UTC

1. identified Oct 18, 2026, 06:22 AM UTC

   Since Oct 18th 2026 06:00 UTC, after a recent maintenance window, we are seeing degradation on a subset of services. The teams have identified an issue and are actively working on a fix.

2. identified Oct 18, 2026, 06:58 AM UTC

   The issue has been identified, the team are continuing to work on a fix, we will provide another update in 30 mins.

3. identified Oct 18, 2026, 07:35 AM UTC

   The issue has been identified, the team are continuing to work on a fix, we will provide another update in 30 mins.

4. monitoring Oct 18, 2026, 08:05 AM UTC

   We have deployed the fix and on demand services are recovering. We are continuing to monitor the services closely.

5. resolved Oct 18, 2026, 08:17 AM UTC

   All services have recovered with the exception of new provisioning and deprovisioning requests for Identity Manager. They will remain offline until Monday. Connect logs will also be unavailable until Monday.

Read the full incident report →

Started Jul 23, 2026, 04:04 PM UTC· resolved Jul 23, 2026, 07:27 PM UTC

1. investigating Jul 23, 2026, 04:04 PM UTC

   We are aware of incident and currently investigating.

2. investigating Jul 23, 2026, 04:19 PM UTC

   We've identified an issue with a 3rd party provider and are working with them to resolve it.

3. investigating Jul 23, 2026, 04:48 PM UTC

   We're monitoring the issue with our 3rd party provider and are working with them to resolve it.

4. investigating Jul 23, 2026, 05:18 PM UTC

   We're continuing to monitor the issue with our 3rd party provider and are working with them to resolve it.

5. investigating Jul 23, 2026, 05:50 PM UTC

   We continue to monitor the issue with our 3rd party provider and are working with them to resolve it.

6. investigating Jul 23, 2026, 06:21 PM UTC

   We continue to monitor the issue with our 3rd party provider and are working with them to resolve it.

7. monitoring Jul 23, 2026, 06:35 PM UTC

   The issue has been resolved and services are operational. We will continue to monitor service health.

8. resolved Jul 23, 2026, 07:27 PM UTC

   We have completed our monitoring and testing efforts. Services in the US-West have been restored to full health.

Read the full incident report →

Started Apr 07, 2026, 04:06 PM UTC· resolved Apr 07, 2026, 08:08 PM UTC

1. identified Apr 07, 2026, 04:06 PM UTC

   The "Recent Connector Logs" page is not properly displaying log data. The issue has been identified and we are working towards a resolution. We will update this page as we progress towards resolution.

2. resolved Apr 07, 2026, 08:08 PM UTC

   A fix has been implemented and issue has been resolved.

Read the full incident report →

Started Nov 20, 2025, 09:28 PM UTC· resolved Dec 03, 2025, 02:32 PM UTC

1. investigating Nov 20, 2025, 09:28 PM UTC

   We are investigating an issue impacting web-based RDP sessions when using Chromium-based browsers in PAM Essentials. SSH Sessions are unaffected. Workarounds: using non-Chromium browsers such as Firefox or accessing services through native clients have proven effective.

2. investigating Nov 20, 2025, 11:32 PM UTC

   We are continuing to investigate this issue.

3. investigating Nov 21, 2025, 03:08 AM UTC

   We are continuing to investigate this issue.

4. investigating Nov 21, 2025, 04:19 AM UTC

   We are continuing to investigate this issue.

5. investigating Nov 21, 2025, 10:54 AM UTC

   We're investigating a possible issue related to session launch using the Chromium based browsers where the session fails unexpectedly. The native client is unaffected. Access via Firefox browser also works fine.

6. investigating Nov 21, 2025, 01:02 PM UTC

   We're investigating a possible issue related to session launch using the Chromium based browsers where the session fails unexpectedly. The native client is unaffected. Access via Firefox browser also works fine.

7. investigating Nov 21, 2025, 02:17 PM UTC

   We're investigating a possible issue related to session launch using the Chromium based browsers where the session fails unexpectedly. The native client is unaffected. Access via Firefox browser also works fine.

8. investigating Nov 21, 2025, 03:31 PM UTC

   We're investigating a possible issue related to session launch using the Chromium based browsers where the session fails unexpectedly. The native client is unaffected. Access via Firefox browser also works fine.

9. investigating Nov 21, 2025, 04:42 PM UTC

   We're investigating a possible issue related to session launch using the Chromium based browsers where the session fails unexpectedly. The native client and Firefox are not impacted. We will continue to work on this issue over the weekend. The next update is scheduled for Monday morning. If any relevant change to the situation happens, we will update the statuspage.

10. investigating Nov 24, 2025, 10:01 AM UTC

    We're investigating a possible issue related to session launch using the Chromium based browsers where the session fails unexpectedly. The native client is unaffected. Access via Firefox browser also works fine.

11. investigating Nov 24, 2025, 03:40 PM UTC

    We're investigating a possible issue related to session launch using the Chromium based browsers where the session fails unexpectedly. The native client and Firefox are not impacted. We will continue to work on this issue. The next update is scheduled for Tuesday morning. If any relevant change to the situation happens, we will update the statuspage.

12. investigating Nov 25, 2025, 10:11 AM UTC

    We're investigating a possible issue related to session launch using the Chromium based browsers where the session fails unexpectedly. The native client is unaffected. Access via Firefox browser also works fine.

13. investigating Nov 26, 2025, 09:58 AM UTC

    We're investigating a possible issue related to session launch using the Chromium based browsers where the session fails unexpectedly. The native client is unaffected. Access via Firefox browser also works fine.

14. identified Nov 28, 2025, 11:36 AM UTC

    We have identified the root cause of the issue and a fix is being implemented.

15. identified Dec 01, 2025, 09:15 AM UTC

    We have identified the root cause of the issue and a fix is being implemented.

16. identified Dec 02, 2025, 06:23 PM UTC

    We have identified the root cause of the issue and a fix is being implemented.

17. monitoring Dec 03, 2025, 09:29 AM UTC

    We deployed the fix to production. Currently monitoring it.

18. resolved Dec 03, 2025, 02:32 PM UTC

    This incident is resolved

Read the full incident report →

Started Oct 21, 2025, 03:23 PM UTC· resolved Oct 21, 2025, 05:03 PM UTC

1. investigating Oct 21, 2025, 03:23 PM UTC

   Since 12:09 UTC October 21, Starling One Identity Connect services may have degraded performance, due to a 3rd party component that we depend on is experiencing an outage in the West US region. We are actively monitoring the issue. All further updates will be posted here on our status page.

2. monitoring Oct 21, 2025, 04:40 PM UTC

   Microsoft has confirmed that the issue is now resolved. We are currently monitoring the system to ensure stability and verify that no residual impact remains.

3. resolved Oct 21, 2025, 05:03 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Oct 10, 2025, 04:45 PM UTC· resolved Oct 13, 2025, 10:22 PM UTC

1. investigating Oct 10, 2025, 04:45 PM UTC

   We are currently see issues with RDP session not connecting. We are investigating and will update as we work to identify and resolve the issue.

2. investigating Oct 10, 2025, 05:55 PM UTC

   We are continuing to investigate this issue and will update as we work to identify and resolve the issue.

3. investigating Oct 10, 2025, 06:58 PM UTC

   We are continuing to investigate this issue and will update as we work to identify and resolve the issue.

4. investigating Oct 10, 2025, 08:27 PM UTC

   We are continuing to investigate this issue and will update as we work to identify and resolve the issue.

5. monitoring Oct 10, 2025, 09:57 PM UTC

   We have identified the issue is with a 3rd party vendor experiencing a network related outage. We have taken steps to mitigate the impact on our customers. We will continue to monitor situation and await final resolution from vendor.

6. monitoring Oct 11, 2025, 05:32 AM UTC

   We have identified the issue is with a 3rd party vendor experiencing a network related outage. We have taken steps to mitigate the impact on our customers. We will continue to monitor situation and await final resolution from vendor.

7. monitoring Oct 11, 2025, 01:59 PM UTC

   We have identified the issue is with a 3rd party vendor experiencing a network related outage. We have taken steps to mitigate the impact on our customers. We will continue to monitor situation and await final resolution from vendor.

8. monitoring Oct 11, 2025, 06:17 PM UTC

   We have identified the issue is with a 3rd party vendor experiencing a network related outage. We have taken steps to mitigate the impact on our customers. We will continue to monitor situation and await final resolution from vendor.

9. monitoring Oct 12, 2025, 05:43 AM UTC

   We have identified the issue is with a 3rd party vendor experiencing a network related outage. We have taken steps to mitigate the impact on our customers. We will continue to monitor situation and await final resolution from vendor.

10. monitoring Oct 12, 2025, 03:19 PM UTC

    We have identified the issue is with a 3rd party vendor experiencing a network related outage. We have taken steps to mitigate the impact on our customers. We will continue to monitor situation and await final resolution from vendor.

11. monitoring Oct 12, 2025, 08:00 PM UTC

    We have identified the issue is with a 3rd party vendor experiencing a network related outage. We have taken steps to mitigate the impact on our customers. We will continue to monitor situation and await final resolution from vendor.

12. monitoring Oct 13, 2025, 04:00 AM UTC

    We have identified the issue is with a 3rd party vendor experiencing a network related outage. We have taken steps to mitigate the impact on our customers. We will continue to monitor situation and await final resolution from vendor.

13. resolved Oct 13, 2025, 10:22 PM UTC

    Setting status to resolved, the 3rd party vendor has confirmed the issue has been resolved.

14. postmortem Dec 18, 2025, 02:23 PM UTC

    **Service Incident Summary** **Product:** One Identity Starling PAM Essentials **Region:** United States **Date:** October 9, 2025 **What happened** On October 9, 2025, at 6:05 PM UTC, customers using One Identity Starling PAM Essentials in the US region experienced an interruption to Remote Desktop session connectivity. Service was fully restored by 9:18 PM UTC. **What caused the issue** The disruption was caused by an outage within **Microsoft Azure’s West US data center**, triggered by a power-related failure during scheduled maintenance. This event impacted several Azure networking services. As a result, our service experienced an unusually high volume of network requests, which caused application components to exceed memory limits and temporarily stop responding. **How we resolved the issue** Once the root cause was identified, we scaled the affected application components to handle the increased request volume. This action restored service while Microsoft worked to resolve the underlying data center issue. **What we are doing to prevent future impact** While this type of cloud infrastructure failure is rare, we are taking steps to reduce the impact of similar events in the future by: * Continuing to monitor system health and memory utilization in real time * Reviewing scaling strategies and resilience options as our infrastructure evolves * Applying lessons learned from this incident to ongoing platform improvements

Read the full incident report →

Started Oct 03, 2025, 08:07 PM UTC· resolved Oct 03, 2025, 09:55 PM UTC

1. investigating Oct 03, 2025, 08:07 PM UTC

   We are currently investigating and issue with Safeguard On Demand Stargate Clients are in a disconnected state in US region. This issue only impacts instances that use the Stargate connection. We will provide updates hourly as we work towards a resolution.

2. monitoring Oct 03, 2025, 09:22 PM UTC

   We have identified the issue and have applied a fix and are currently monitoring

3. resolved Oct 03, 2025, 09:55 PM UTC

   Issue has been resolved and we will continue to monitor.

4. postmortem Oct 13, 2025, 03:40 PM UTC

   **What happened?** 10/03/25 6:43 AM UTC Safeguard On-Demand Starling Edition that utilize Stargate connectivity dropped all connected clients. **What went wrong and why?** The SSL Certificate used in the Safeguard On-Demand Starling Edition environments that was set to expire soon was renewed and placed into production. While this new certificate functioned without issue with all other resources it was applied to, it was not tolerated well by the One Identity Safeguard Agent used on Windows servers. The Sectigo Root CA that was on the certificate was unfortunately not included by default in the Windows Trusted Root Authorities store of the hosts. **How did we respond?** The Safeguard On-Demand Starling Edition environments were rolled back to use the prior certificate. We have renewed the certificate utilizing another Certificate Authority. We have applied that new certificate and validated One Identity Safeguard Agent functionality. **How are we making incidents like this less likely or less impactful?** Our team will be moving away from our prior 3rd party certificate provider and using a new Certificate Authority. We will be automating the SSL Certificate workflow to expedite certificate creation. We will be making changes to improve our pre-production testing process to ensure certificate changes are tolerated by the One Identity Safeguard Agent on supported platform versions.

Read the full incident report →

Started Sep 05, 2025, 07:04 AM UTC· resolved Sep 05, 2025, 08:16 AM UTC

1. investigating Sep 05, 2025, 07:04 AM UTC

   Message: OneLogin Engineers have identified an issue; some customers may be experiencing degraded performance that might delay service response time. We are working to quickly restore service. Current Status: Degraded Performance Started: September 4, 2025 11:32PM PDT

2. identified Sep 05, 2025, 07:06 AM UTC

   [Investigating] OneLogin Engineers have identified an issue; some customers may be experiencing degraded performance that might delay service response time. We are working to quickly restore service.

3. identified Sep 05, 2025, 07:08 AM UTC

   [Investigating] OneLogin Engineers have mitigated the issue while they investigate the root cause. Customers should now find that Smart Hook errors have been resolved.

4. monitoring Sep 05, 2025, 07:44 AM UTC

   [Monitoring] Engineers have resolved the issue are are currently monitoring.

5. resolved Sep 05, 2025, 08:16 AM UTC

   [Resolved] OneLogin Engineers have resolved the issue.

Read the full incident report →

Started Aug 21, 2025, 03:43 PM UTC· resolved Aug 21, 2025, 05:33 PM UTC

1. 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.

2. identified Aug 21, 2025, 04:06 PM UTC

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

3. monitoring Aug 21, 2025, 05:13 PM UTC

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

4. resolved Aug 21, 2025, 05:33 PM UTC

   This issue has been resolved, all functionality should be back to normal at this time.

5. 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.

Read the full incident report →

Started Aug 11, 2025, 09:16 AM UTC· resolved Aug 11, 2025, 01:03 PM UTC

1. investigating Aug 11, 2025, 09:16 AM UTC

   Status update from OneLogin regarding MFA, Portal, Single Sign-On Service in EU Operating Region Message: OneLogin Engineers have identified an issue with Single Sign-On Services; some customers may be experiencing degraded performance. We are working to quickly restore service.

2. investigating Aug 11, 2025, 09:57 AM UTC

   Status update from OneLogin regarding MFA, Portal, Single Sign-On Service in EU Operating Region We are continuing to investigate an issue impacting some customers relating to SSO.

3. investigating Aug 11, 2025, 11:09 AM UTC

   Status update from OneLogin regarding MFA, Portal, Single Sign-On Service, PAM Essentials in EU Operating Region Message: We have identified a problem impacting SSO services and have implemented measures to resolve it. We will continue to monitor all services to ensure they are fully operational.

4. investigating Aug 11, 2025, 01:03 PM UTC

   Message: Issue has been resolved, all services are fully operational.

5. resolved Aug 11, 2025, 01:03 PM UTC

   This incident has been resolved.

Read the full incident report →

Started May 19, 2025, 03:20 PM UTC· resolved May 19, 2025, 04:52 PM UTC

1. investigating May 19, 2025, 03:20 PM UTC

   [Investigating] OneLogin Engineers have identified an issue with Single Sign-On Services, some customers may be unable to reach their portal. We are working to quickly restore service.

2. monitoring May 19, 2025, 04:27 PM UTC

   OneLogin Engineers have mitigated the cause of SSO failures. Functionality has been restored. We will continue to monitor over the next 30 minutes.

3. resolved May 19, 2025, 04:52 PM UTC

   OneLogin Engineers have mitigated the issue and services have been restored.

Read the full incident report →

Started May 13, 2025, 11:01 AM UTC· resolved May 13, 2025, 05:25 PM UTC

1. investigating May 13, 2025, 11:01 AM UTC

   Logins to PAM Essentials via OneLogin are currently unavailable. Further updates relevant to PAM Essentials will be provided when available. Updates relevant to OneLogin can be found at https://www.onelogin.com/status.

2. investigating May 13, 2025, 12:29 PM UTC

   We are continuing to investigate this issue. A further update will be posted in 1 hour.

3. identified May 13, 2025, 03:33 PM UTC

   Logins are returning to normal after implementing mitigations to the outage.

4. identified May 13, 2025, 04:38 PM UTC

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

5. resolved May 13, 2025, 05:25 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jan 16, 2025, 11:34 AM UTC· resolved Feb 27, 2025, 10:15 PM UTC

1. investigating Jan 16, 2025, 11:34 AM UTC

   We are currently experiencing an partial outage regarding SRA sessions closing unexpectedly after some time. A workaround is possible by downloading the RDP file and connecting locally, rather than starting the session from SRA. We are working on fixing the issue. Further updates will be provided at 05:46 PST.

2. investigating Jan 16, 2025, 12:51 PM UTC

   We are still investigating this issue. We will provide further information at 08:00 PST

3. investigating Jan 16, 2025, 03:08 PM UTC

   We are still investigating this issue. Sessions are impacted, however downloading the RDP file and connecting via RDP is still a viable workaround. A further update will be provided at 01:00 PST/09:00 UTC

4. investigating Jan 17, 2025, 09:03 AM UTC

   We are still investigating this issue. A further update will be provided at 03:00 PST/11:00 UTC

5. investigating Jan 17, 2025, 11:00 AM UTC

   We are still investigating this issue. A further update will be provided at 05:00 PST/13:00 UTC

6. investigating Jan 17, 2025, 12:58 PM UTC

   We are still investigating this issue. A further update will be provided at 07:00 PST/15:00 UTC

7. investigating Jan 17, 2025, 03:08 PM UTC

   We are still investigating this issue. A further update will be provided at 09:00UTC/01:00PST on Monday 2025-01-20

8. investigating Jan 20, 2025, 09:04 AM UTC

   We are still investigating this issue. A further update will be provided at 05:00 PST/13:00 UTC

9. investigating Jan 20, 2025, 11:06 AM UTC

   We are still investigating this issue. A further update will be provided at 07:00 PST/15:00 UTC

10. investigating Jan 20, 2025, 01:09 PM UTC

    We are still investigating this issue. A further update will be provided at 09:00 PST/17:00 UTC

11. investigating Jan 20, 2025, 04:35 PM UTC

    We are still investigating this issue. A further update will be provided at 09:00UTC/01:00PST on Tuesday 2025-01-21

12. investigating Jan 21, 2025, 09:06 AM UTC

    We are still investigating this issue. A further update will be provided at 05:00 PST/13:00 UTC

13. investigating Jan 21, 2025, 11:35 AM UTC

    We are still investigating this issue. A further update will be provided at 07:00 PST/15:00 UTC

14. investigating Jan 21, 2025, 02:17 PM UTC

    We are still investigating this issue. A further update will be provided at 09:00 PST/17:00 UTC

15. investigating Jan 21, 2025, 04:08 PM UTC

    We are still investigating this issue. A further update will be provided at 09:00UTC/01:00PST on Wednesday 2025-01-22

16. investigating Jan 22, 2025, 09:02 AM UTC

    We are still investigating this issue. A further update will be provided at 05:00 PST/13:00 UTC

17. investigating Jan 22, 2025, 11:24 AM UTC

    We are still investigating this issue. A further update will be provided at 07:00 PST/15:00 UTC

18. investigating Jan 22, 2025, 05:29 PM UTC

    We are still investigating this issue. A further update will be provided at 09:00UTC/01:00PST on Thursday 2025-01-23

19. investigating Jan 23, 2025, 09:04 AM UTC

    We are still investigating this issue. A further update will be provided at 05:00 PST/13:00 UTC

20. investigating Jan 23, 2025, 12:04 PM UTC

    We are still investigating this issue. A further update will be provided at 08:00 PST/16:00 UTC

21. investigating Jan 23, 2025, 03:03 PM UTC

    We are still investigating this issue. A further update will be provided at 09:00UTC/01:00PST on Friday 2025-01-24

22. investigating Jan 24, 2025, 10:49 AM UTC

    We are continuing to investigate this issue. A further update will be provided at 13:00 UTC/05:00 PDT.

23. investigating Jan 24, 2025, 12:59 PM UTC

    We are continuing to investigate this issue. A further update will be provided at 15:00 UTC/07:00 PDT.

24. investigating Jan 24, 2025, 03:17 PM UTC

    We are still investigating this issue. A further update will be provided at 09:00UTC/01:00PST on Monday 2025-01-27

25. investigating Jan 27, 2025, 10:01 AM UTC

    We are continuing to investigate this issue. A further update will be provided at 16:00 UTC/08:00 PDT.

26. investigating Jan 28, 2025, 09:37 AM UTC

    We are continuing to investigate this issue. A further update will be provided at 16:00 UTC/08:00 PDT.

27. investigating Jan 28, 2025, 11:17 AM UTC

    We are continuing to investigate this issue.

28. investigating Jan 28, 2025, 11:18 AM UTC

    We are continuing to investigate this issue.

29. investigating Jan 28, 2025, 11:19 AM UTC

    We are continuing to investigate this issue.

30. investigating Jan 28, 2025, 11:20 AM UTC

    We are continuing to investigate this issue.

31. investigating Jan 28, 2025, 04:46 PM UTC

    We are still investigating this issue. A further update will be provided at 09:00UTC/01:00PST on Wednesday 2025-01-29

32. investigating Jan 29, 2025, 09:27 AM UTC

    We are continuing to investigate this issue. A further update will be provided at 16:00 UTC/08:00 PDT.

33. investigating Jan 30, 2025, 01:59 PM UTC

    We are still investigating this issue. A further update will be provided at on Wednesday 2025-01-31

34. investigating Jan 31, 2025, 12:23 PM UTC

    We are continuing to investigate this issue. A further update will be provided at 16:00 UTC/08:00 PDT.

35. investigating Feb 03, 2025, 10:41 AM UTC

    We are continuing to investigate this issue. A further update will be provided at 16:00 UTC/08:00 PDT

36. investigating Feb 03, 2025, 04:34 PM UTC

    We are still investigating this issue. A further update will be provided on Tuesday 2025-02-04

37. investigating Feb 04, 2025, 08:56 AM UTC

    We are continuing to investigate this issue. A further update will be provided at 16:00 UTC/08:00 PDT

38. investigating Feb 04, 2025, 06:34 PM UTC

    We are still investigating this issue. A further update will be provided on Wednesday 2025-02-05

39. investigating Feb 05, 2025, 11:13 AM UTC

    We are continuing to investigate this issue. A further update will be provided at 16:00 UTC/08:00 PDT

40. investigating Feb 07, 2025, 10:21 AM UTC

    We are continuing to investigate this issue. A further update will be provided at 16:00 UTC/08:00 PDT

41. investigating Feb 07, 2025, 05:05 PM UTC

    We are still investigating this issue. A further update will be provided on Monday 2025-02-10

42. investigating Feb 10, 2025, 09:38 AM UTC

    We are continuing to investigate this issue. A further update will be provided at 16:00 UTC/08:00 PDT

43. investigating Feb 11, 2025, 09:43 AM UTC

    We are continuing to investigate this issue. A further update will be provided at 16:00 UTC/08:00 PDT

44. investigating Feb 13, 2025, 02:35 PM UTC

    We are continuing to investigate this issue. A further update will be provided at 16:00 UTC/08:00 PDT

45. investigating Feb 13, 2025, 04:10 PM UTC

    We are still investigating this issue. A further update will be provided on Friday 2025-02-14

46. monitoring Feb 14, 2025, 12:24 PM UTC

    Mitigations are in place and sessions are working normally. We are currently monitoring all sessions in the EU and US to ensure continued operation, and we will follow up further when possible.

47. monitoring Feb 18, 2025, 12:16 PM UTC

    We continue to monitor the overall performance of our services which are fully functional. We will be deploying a formal fix within the next 7 days which is expected to fully resolve the issue and prevent future occurrences.

48. monitoring Feb 25, 2025, 02:06 PM UTC

    All services remain fully functional. The formal fix scheduled for deployment will require an additional 48 hours of quality control testing. Status will be updated upon completion.

49. resolved Feb 27, 2025, 10:15 PM UTC

    The aforementioned fix has been deployed and the issue is now resolved.

50. postmortem Mar 05, 2025, 07:43 PM UTC

    **What Occurred?** Safeguard Remote Access \(SRA\) sessions were closing unexpectedly in the EU region. ‌ **What went wrong and why?** SRA RDP/SSH sessions in the EU were disconnecting when Azure Kubernetes nodes began running out of WebSockets. In certain scenarios, unused sockets were not being closed correctly resulting in WebSocket exhaustion and subsequent disconnections. ‌ **How are we making incidents like this less likely or less impactful?** We are implementing a more robust WebSocket management solution and increasing SRA's logging to proactively identify and prevent this from recurring. These improvements will increase reliability and mitigate against future occurrences in addition to improving future troubleshooting across the platform.

Read the full incident report →

Started Nov 22, 2024, 07:05 PM UTC· resolved Nov 22, 2024, 09:03 PM UTC

1. identified Nov 22, 2024, 07:05 PM UTC

   Connector customers with Safeguard Privileged Password may experience issues performing certain tasks against the Registered Connector Asset [Test system, Check Password, Change Password, etc...]. The issue has been identified and we are working on a solution. Then next update will occur at 1PM PST

2. monitoring Nov 22, 2024, 08:44 PM UTC

   A fix has been applied and we are currently monitoring.

3. resolved Nov 22, 2024, 09:03 PM UTC

   The issue has been verified to be resolved, all related services have returned to normal functional status.

4. postmortem Jan 08, 2025, 12:16 PM UTC

   ### **What happened?** Between 00:38 and 20:50 UTC on 2024-11-22, customers experienced connection errors related to the Starling Connect service. ### **What went wrong and why?** At 16:06 UTC on 2024-11-21, a change was introduced to Connect Supervisor restricting certain content to JSON format. The Connector application used by Safeguard Privileged Passwords \(SPP\) was not configured to reflect this limitation. Consequently, the Connector application accepted content in other formats such as TXT and plain text. When we introduced the JSON format restriction, connections to SPP in non-JSON format began to fail. This impacted some, but not all, of our customers. ### **How did we respond?** This incident was detected at 00:38 UTC on 2024-11-22. After receiving the alert, we started to investigate the incident by analyzing support bundles of various customer instances. At 17:14 UTC, a decision was made to roll back Connect Supervisor to its prior version. After successfully testing the rollback in a non-production environment, the rollback change was applied to the production environment at 20:43 UTC. The Statuspage incident was updated to reflect that a fix was applied at 20:44 UTC, and we confirmed that the fix had resolved the issue at 21:05 UTC on 2024-11-22. ### **How are we making incidents like this less likely or less impactful?** We have updated our test plan to ensure SPP teams are included.

Read the full incident report →