Resolved after 29 minutes, on January 16, 2025.
Starting at 10:16 PM UTC on January 16th 2025, an incident occurred that prevented users from logging in via SAML authentication. This issue arose during a planned incremental upgrade of our system, as part of our ongoing package and library updates. While gradually increasing traffic by 10% to monitor the upgrade's impact, we encountered an incompatibility in a SAML-related package. This issue was triggered specifically during the login, resulting in a redirect and login failures for affected users. At Swoogo, we hold ourselves accountable to providing our customers with a product that delivers the best possible experience in quality and reliability. We’re very sorry about the impact this outage had on you, your attendees, your team, business, and stakeholders. We’re here to support you in making your event successful. Please reach out if you need further assistance. Here is the timeline of the event: - At 10:16 PM UTC it was reported that some users were not able to login using SAML - At 10:21 PM UTC the root cause of the issue was determined to be an incompatibility between a third-party package and the primary language version of our platform. - At 10:31 PM UTC the platform upgrade was reverted and the error was no longer being seen - At 10:45 PM UTC customers replied that they can login again; by this time the incident was resolved. Here’s what we are doing next to ensure an amazing customer experience on our platform: Ensure proper automated testing that covers in-depth SAML login flows. Quality Assurance testing on major upgrades
Update timeline
- resolved Jan 17, 2025, 04:14 PM UTC
Starting at 10:16 PM UTC on January 16th 2025, an incident occurred that prevented users from logging in via SAML authentication. This issue arose during a planned incremental upgrade of our system, as part of our ongoing package and library updates. While gradually increasing traffic by 10% to monitor the upgrade's impact, we encountered an incompatibility in a SAML-related package. This issue was triggered specifically during the login, resulting in a redirect and login failures for affected users. At Swoogo, we hold ourselves accountable to providing our customers with a product that delivers the best possible experience in quality and reliability. We’re very sorry about the impact this outage had on you, your attendees, your team, business, and stakeholders. We’re here to support you in making your event successful. Please reach out if you need further assistance. Here is the timeline of the event: - At 10:16 PM UTC it was reported that some users were not able to login using SAML - At 10:21 PM UTC the root cause of the issue was determined to be an incompatibility between a third-party package and the primary language version of our platform. - At 10:31 PM UTC the platform upgrade was reverted and the error was no longer being seen - At 10:45 PM UTC customers replied that they can login again; by this time the incident was resolved. Here’s what we are doing next to ensure an amazing customer experience on our platform: Ensure proper automated testing that covers in-depth SAML login flows. Quality Assurance testing on major upgrades
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