S2 - Intermittent SSO Service Error

Update timeline

1. resolved Feb 12, 2025, 03:54 PM UTC

   Users were getting Service Unavailable error while trying to access Eptura Visitor via SSO. The issue was intermittent in nature.

2. postmortem Apr 07, 2025, 03:12 PM UTC

   We are grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. ‌ **Type of Event:** S2 - Visitor - Intermittent SSO Service Error **Services/Modules Impacted:** Visitor application login \(intermittent issue\) **Root Cause:** One node of SAML connection was not responding and this caused intermittent issue for SSO authentication. **Remediation:** The team investigated the issue and identified that there were errors observed in the logs. To resolve the issue, both the notes were restarted. The team monitored application after the restart to ensure that no further errors were logged. ‌ **Timeline:** _All times listed in UTC_ **11 Feb 17:32** - Issue Reported to Eptura Support. **12 Feb 02:41** - The support team identified that the issue was intermittent and was caused by Infra related item. **12 Feb 04:41** - Both the nodes were restarted by Eptura CloudOps team which resolved the issue. **Total Duration of Event:** 11 hours 8 minutes **Preventive Action:** Our focus is on enhancing monitoring, refining management processes, and elevating team training. To mitigate future occurrences, the following measures have been implemented by our CloudOps team: * Monitoring of [saml.proxyclick.com](http://saml.proxyclick.com/). * Regularly monitoring the page internally that reports errors to the server.