Authentication issues in Productsup Platform

Update timeline

1. identified May 06, 2024, 09:13 AM UTC

   Dear clients, This incident is a follow up on the planned release of the new authentication system in the Productsup Platform. More information is available on the following link: https://status.productsup.io/incidents/jyjljf5lkt26 The release is done. At the moment, some users with SSO enforced/enabled on their account may face issues while logging in. We are currently investigating this issue. Please reach out to [email protected] if you are facing any difficulties while logging in. Kind regards, Your Productsup Team

2. identified May 06, 2024, 03:24 PM UTC

   We have currently moved all SSO configuration from "enforced" to "enabled". If you are unable to login using your SSO, please use https://platform.productsup.com/ and reset your password to continue using the platform while we continue to find more details about the ongoing issue.

3. monitoring May 07, 2024, 09:35 AM UTC

   Dear clients, We have found more specifics to login issues for clients who are using our SSO features. Clients using Azure or custom IDPs can be affected, clients using other SSO integrations are not affected. Later today we will contact the affected clients via email with information about the ongoing research and communicate some suggestions to resolve the current problems. Kind regards, Your Productsup Team

4. resolved May 07, 2024, 03:01 PM UTC

   Dear customers, We are pleased to inform you that the client outreach via email has started and will be concluded before the end of the day. We sincerely apologize for any inconvenience this incident may have caused you, and we greatly appreciate your patience and understanding during this time. If you encounter any further issues or have any questions, please do not hesitate to reach out to us. Kind regards, Your Productsup Team