Templafy incident
Service degradation - Templafy Desktop Authentication Problems Affecting New Users
Templafy experienced a minor incident on October 22, 2025 affecting Add-in Management, lasting 1h 40m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 22, 2025, 11:31 AM UTC
We have identified an issue that affects a subset of customers and are working towards a resolution. Further updates will be posted here soon.
- identified Oct 22, 2025, 12:59 PM UTC
We are continuing to work on a fix for this issue.
- resolved Oct 22, 2025, 01:12 PM UTC
The incident has been resolved, and further information will be provided in a postmortem shortly. We apologize for the impact to affected customers.
- postmortem Oct 24, 2025, 11:14 AM UTC
**Investigation** The incident began on **October 16, 2025, at 6:00 AM CET** and was detected on **October 22, 2025, at 10:40 AM CET** after users reported that the **Templafy Desktop onboarding flow** failed during manual login. Affected users encountered a blank screen after pressing Logout, logging in again, and then selecting Access Templafy. The engineering team initiated the investigation on **October 22, 2025, at 1:20 PM CET**. Early analysis confirmed that the issue primarily affected users whose **seamless single sign-on \(SSO\)** was not functioning, forcing them into the manual login path. Upon reviewing recent code updates and deployment history, the team identified a regression in the AddInManagement desktop frontend component, specifically within a React component responsible for handling user interaction state. **Mitigation** Once the issue was identified, engineers began implementing a targeted fix. The correction focused on adjusting the type handling logic for the interactive state within the affected React component. The updated package was deployed to production for validation. Testing confirmed that the onboarding flow and manual login process were restored, and users were again able to access Templafy Desktop without encountering a blank screen. **Resolution** By **2:33 PM CET on October 22, 2025**, the fix had been successfully deployed to production. Validation across multiple tenants confirmed that the login flow functioned correctly, regardless of whether SSO was available. The restoration of the onboarding process fully resolved the issue, and no further user reports were received after the fix was applied. **Post-Incident Actions** Following the incident, several actions have been planned and initiated to reduce the likelihood of similar issues recurring: * Add an automated test to cover this login flow and verify correct behavior in the onboarding process. * Set up automated alerts for AddInManagement frontend errors to enable faster detection and response. **Impact and Scope** The incident affected users across multiple tenants where seamless SSO was not active. These users experienced a blank screen during the Templafy Desktop onboarding process, preventing successful login. The issue did not impact other areas of the product or users with functional SSO configurations. Once the fix was deployed, all affected tenants confirmed that login functionality had been restored. We sincerely apologize for the disruption caused by this issue. Maintaining a reliable and seamless login experience remains a top priority, and the engineering team has already implemented additional safeguards to prevent similar issues in the future.