SecureAuth incident

Authentication Issues for Hybrid/ On-Prem Customers using New Experience Realms

Minor Resolved View vendor source →

SecureAuth experienced a minor incident on May 17, 2025 affecting SMS and Voice and 1 more component, lasting 213d 7h. The incident has been resolved; the full update timeline is below.

Started
May 17, 2025, 05:07 PM UTC
Resolved
Dec 17, 2025, 12:21 AM UTC
Duration
213d 7h
Detected by Pingoru
May 17, 2025, 05:07 PM UTC

Affected components

SMSVoicePushCertificate EnrollmentLink-to-Accept ServiceDashboardKerberos AuthenticationFIDO WebAuthnCloud IdPMobile App

Update timeline

  1. identified May 17, 2025, 05:07 PM UTC

    Authentication Issues for Hybrid/ On-Prem Customers using New Experience Realms We have identified an issue affecting a subset of Hybrid / On-Prem customers. The Authentication attempts using the new experience may fail and display an 'Invalid User' error to end users due to expired certificates, even after ACRU has been completed. To avoid being impacted, refer to the steps in the knowledge base article below to deploy the fix. (https://support.secureauth.com/hc/en-us/articles/37586282092820-Authentication-attempts-against-New-Experience-Datastores-fail-with-Invalid-User-after-SecureAuth-G3-Intermediate-Certificates-have-expired) If you have any questions regarding this issue or require assistance with applying the fix, please log a ticket at https://support.secureauth.com. Our teams are on standby and are ready to assist.

  2. resolved Dec 17, 2025, 12:21 AM UTC

    This incident has been resolved.