Service Disruption - THD authentication issue

Update timeline

1. investigating Mar 04, 2026, 03:59 PM UTC

   We are currently investigating an issue affecting Single Sign-On (SSO) authentication. Users may experience difficulties logging in via SSO. - Engineers are actively working to remediate the issue. - Next update expected within 60 minutes, or as warranted by a change of events.

2. investigating Mar 04, 2026, 04:02 PM UTC

   We are continuing to investigate this issue.

3. monitoring Mar 04, 2026, 04:13 PM UTC

   Engineers have remediated the issue. We will continue to monitor and will close this incident out once stability has been confirmed.

4. resolved Mar 04, 2026, 06:34 PM UTC

   This incident has been resolved.

5. postmortem Mar 31, 2026, 01:15 AM UTC

   **Overview** On 5 March 2026, following the enablement of Cloudflare for all customers, THD experienced a service disruption that resulted in an authentication loop during Single Sign-On \(SSO\). **Root Cause** The SSO Service Provider configuration did not correctly handle session validation when operating behind the Cloudflare proxy, resulting in authentication sessions being invalidated and causing a login loop. **Resolution** The issue was initially mitigated by reverting the Cloudflare change, restoring normal SSO functionality. Configuration updates were then made to the SSO Service Provider to ensure compatibility with proxied traffic, after which Cloudflare was incrementally re-enabled.