Platform: All Regions - Unable to launch PRA session when using hostname

Update timeline

1. investigating Jan 09, 2026, 03:00 AM UTC

   We are currently experiencing a service disruption where customers encountering "Unexpected Error" when launching new remote sessions. We’re reaching out to inform you about an ongoing incident affecting the service(s) listed below. Our team is working to identify the root cause and implement a solution. We apologize for any inconvenience this may cause and appreciate your patience as we work to restore normal service. For any questions or concerns, please reach out to our support team at https://support.delinea.com.

2. investigating Jan 09, 2026, 03:09 AM UTC

   We are continuing to investigate this issue.

3. identified Jan 09, 2026, 03:24 AM UTC

   Our investigation has identified the issue as being caused by a bug introduced in the latest release. We are actively rolling back the affected release to restore full functionality. This issue only affects new PRA sessions configured to launch using a hostname. Active sessions and new PRA sessions launched using FQDN, IP address, or from inventory are working as expected. We will continue to provide updates as mitigation progresses. Thank you for your patience while we work to resolve this issue.

4. monitoring Jan 09, 2026, 03:34 AM UTC

   The rollback of the affected release has been successfully completed. PRA session launches using hostnames have been restored, and we are monitoring the service to ensure continued stability. Active sessions and new PRA sessions launched using hostname, FQDN, IP address, or from inventory are all functioning as expected.

5. monitoring Jan 09, 2026, 03:36 AM UTC

   We are continuing to monitor for any further issues.

6. resolved Jan 09, 2026, 04:01 AM UTC

   This incident has been resolved.

7. postmortem Jan 13, 2026, 04:28 AM UTC

   **Incident overview** On January 09, 2026, A subset of Platform customers were unable to launch new PRA sessions when the target machine hostname used a single-label format \(e.g., webserver1\). Sessions with machine names using FQDN \([webserver1.example.com](http://webserver1.example.com)\) and IP address as formats, functioned as expected. * Impact Start Time: January 9, 2026, 1:00 AM UTC * Impact End Time: January 9, 2026, 3:35 AM UTC **Root Cause** On January 9, 2026, at 12:00 AM UTC, a new version of the PRA service was deployed. This release introduced a regression in the hostname validation logic, causing single‑label hostnames \(e.g., webserver1\) to be incorrectly flagged as invalid and preventing session launches for customers using this format. After correlating the deployment with the customer reports, we initiated an immediate rollback to the previous stable version. Post‑rollback validation, including a review of backend traces and logs, confirmed that the issue was fully resolved and that affected customers were once again able to launch sessions using single‑label hostnames. **Prevention and Follow-up Actions** * Review deployment process to identify why this regression was not caught in pre-production testing. * Expand test automation coverage to include single-label hostname validation scenarios. * Enhance observability by adding telemetry and alerts for hostname‑related validation failures.