University of Alaska incident
Duo Degraded Performance - Disabled for New Admits
University of Alaska experienced a minor incident on May 20, 2025 affecting Accounts & Accesses, lasting 21h 39m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 20, 2025, 08:00 PM UTC
We have received reports that Duo MFA is currently experiencing issues, specifically giving 'Account Disabled' errors to newly-registered students. The UAS Information Systems team is currently investigating, and we will be making updates at open and close daily, and as new information becomes available. Please see below for our workaround of this issue, and thank you for your patience during its resolution! UAA IT Service Center - 907-786-4646 UAF NTS Service Desk - 907-450-8300 UAS IT Helpdesk - 907-796-6400
- monitoring May 20, 2025, 11:10 PM UTC
The UAS IS team has identified the issue and has implemented a fix. Affected accounts have been repaired, and the integration between ELMO and Duo is being monitored for stability. Thank you for your patience during the resolution of this issue. Please expect further updates tomorrow, after stability has been assessed.
- resolved May 21, 2025, 05:40 PM UTC
The UAS IS team has resolved the issue with the ELMO-to-Duo integration that resulted in disabled Duo accounts, and has confirmed that the fix in-place is stable. Affected users have been retroactively re-enabled. Thank you again for your patience during the resolution of this issue!
- postmortem May 22, 2025, 07:40 PM UTC
On Monday, 5/19/2025, the NTS Service Desk and UAA TSC Helpdesk jointly recognized a pattern of reports that new UA students would receive an “Account Disabled” error message from Duo MFA when attempting to access various online University resources. After coordinating with OIT IAM, it was theorized that this was caused by the accounts being created with a ‘Disabled’ MFA status, and not correctly updating once the user registered for classes. The maintenance process that sets this status is hosted by UAS Information Systems; after recognizing this cause, Mona Mametsuka with UAS IS was informed of the issue and began investigation. On Tuesday, 5/20/2025, UAS IS determined there was a bug in the automated maintenance process that provisions Duo MFA enrollment. The bug was repaired and affected accounts were retroactively enabled. On Wednesday, 5/21/2025, the automated maintenance process ran as usual, and was identified by UAS IS to be functioning as intended.