RM Technology incident
Change of password may result in proxy prompting for credentials
RM Technology experienced a minor incident on February 12, 2025 affecting SafetyNet Plus and SafetyNet Plus Transparent Module, lasting 38d 22h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Feb 12, 2025, 01:34 PM UTC
Some customers may experience an issue with resetting user passwords. Updating the password can result in the user subsequently being prompted for credentials when trying to access the internet. Neither old nor new password will work when entered, and there is no way to work around the issue. For each affected user this will resolve itself in time with no further action required, but there may be a delay of up to 1 day. We are investigating the root cause of the issue and we are looking at improving our mitigation of it by reducing the length of the possible delay.
- identified Feb 18, 2025, 01:32 PM UTC
Due to additional mitigations we have in place these symptoms should be seen much more rarely, and delays to the resolution of the issue when seen should be significantly shortened (during normal school hours).
- monitoring Feb 28, 2025, 11:52 AM UTC
A change was made overnight 27th-28th February 2025 that is intended to resolve this issue. We are monitoring this closely just now.
- resolved Mar 23, 2025, 11:54 AM UTC
We have been monitoring this issue closely for over 3 weeks, and in that time we have not found any more cases with similar symptoms that have not been shown to have a different cause. We are confident now that this issue is resolved.