Pulseway experienced a major incident on July 21, 2025 affecting SaaS - United States, lasting 45m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring Jul 21, 2025, 02:46 PM UTC
We recently identified an issue affecting 2FA login functionality, where a few users were unable to access their accounts. The issue was traced to one of our US-based application servers and has now been resolved. The affected server is currently under monitoring to ensure continued stability. We sincerely apologize for the inconvenience. -Cloud Operations Team
- resolved Jul 21, 2025, 03:32 PM UTC
This incident has been resolved.
- postmortem Aug 05, 2025, 10:16 AM UTC
On July 21st, 2025 at 10:00 AM EDT, Pulseway customers in the North America region experienced a service disruption that affected user logins utilizing two-factor authentication \(2FA\). Impacted users were redirected back to the login page after attempting to authenticate. The root cause was identified as a server time shift issue. Although the server time was corrected promptly, the web services did not update their time as expected. The infrastructure team performed a restart and recycling to force the synchronization with the updated server time. The service was fully restored and returned to a healthy state by 10:40 AM EDT. To prevent similar incidents in the future, we are implementing the following improvements: * **Enhanced Monitoring**: System monitoring is being upgraded to better detect anomalies in the login flow. * **Improved Failover Mechanisms**: Enhancements are underway to strengthen failover capabilities in the event of web service disruptions. * **Process Optimization**: Engineering runbooks are being updated to streamline incident response and improve operational efficiency. We appreciate your patience and understanding as we continue to improve the reliability and resilience of our services.