RESOLVED: SaaS disruption - Login issues on CA1

Update timeline

1. investigating Mar 11, 2025, 02:34 PM UTC

   We are currently experiencing problems on the CA1 hosting location. As a result your TOPdesk environment may not be available, accessible or you will be stuck in a redirect loop. We are aware of the problem and are working on a solution. In a few reported cases a restart of your environment will fix the issue. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. The next update will be provided as events warrant until the issue has been resolved. E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR25 03 3244.

2. resolved Mar 11, 2025, 03:53 PM UTC

   This issue has been resolved, and most customers confirmed they could reach/log in to their environment again after a successful restart. We will now proceed to evaluate this internally, and once the evaluation has been completed, a post-mortem will be published on our status page. If you still encounter issues with accessing your TOPdesk environment, please don't hesitate to reach out to your local Support department. We apologize for the inconvenience and appreciate your patience while we took care of the issue.

3. postmortem Apr 01, 2025, 09:55 AM UTC

   During a scheduled maintenance, we transitioned from a self-managed cluster to Azure Kubernetes Service \(AKS\). As part of this process, all SaaS instances in the affected datacenter were scheduled for a restart. Unfortunately, several of these restarts did not complete successfully. Initial checks indicated that the login pages of these environments were visible, leading us to believe they were operational. However, customers soon reported that their environments were not functioning properly. Upon receiving these reports, our support team conducted a second round of restarts for the affected environments, which successfully resolved the issues and restored functionality. We apologize for the inconvenience this caused and appreciate your patience as we worked to resolve the problem.