Thycotic experienced a minor incident on September 12, 2025 affecting Platform and Platform and 1 more component, lasting 54m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 12, 2025, 02:02 AM UTC
We are currently experiencing a service disruption. We’re reaching out to inform you about an ongoing incident affecting PRA Service Customer may experience Access Restricted error when launching PRA 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.
- identified Sep 12, 2025, 02:26 AM UTC
The issue has been identified as related to the most recent release. Our team is currently rolling back the release to restore service. This affects PRA sessions launched with a secret where a proxy is configured. We will provide another update once the rollback is complete. Thank you for your patience as we work to resolve this incident.
- monitoring Sep 12, 2025, 02:42 AM UTC
The rollback is complete, and our testing confirms that the issue has been resolved. The incident affected only PRA sessions launched with a secret where a proxy is configured. Thank you for your patience while we worked to restore service. If you have any questions, please contact our support team at https://support.delinea.com
- resolved Sep 12, 2025, 02:57 AM UTC
This incident has been resolved.
- postmortem Oct 09, 2025, 02:48 AM UTC
## Incident Overview On September 12, 2025, an incident occurred affecting the Privileged Remote Access \(PRA\) service, resulting in an "Access Restricted Error" for a few customers. The issue was traced back to a recent release of Secret Server Cloud \(SSC\) and was resolved by performing a rollback. Start Time: September 12, 2025, 01:27:00 UTC End Time: September 12, 2025, 02:42:00 UTC ## Root Cause The issue was introduced by a Secret Server Cloud release, which affected the PRA service and led to access restrictions. The problem was resolved by rolling back the latest SSC release. ## Preventive Actions * Implemented mandatory peer reviews before promoting patch changes to production. * Updated internal operating procedures and testing to prevent recurrence of configuration errors. * Enhanced monitoring and alerting mechanisms to detect similar service disruptions in the future.