Resolved after 2 hours 30 minutes, on April 14, 2025.
**Intermittent issues signing in using SSO** **Issue Summary:** On 14 April 2025 between 2:00 PM UTC and 4:30 PM UTC, customers in our EMEA region experienced intermittent issues signing in using SSO: page would load blank, receive a 404 Bad Request response… **Root Cause:** A feature was enabled designed to add additional details for printing reports \(e.g. department, manager\). Enabling this feature added unintentional latency to these requests. **Resolution:** The underlying database query was identified, optimized, and tested, ensuring the additional latency was no longer being experienced. **Mitigation:** During the incident, infrastructure was increased to reduce latency while the data team analyzed the queries. **** **Conclusion:** We acknowledge the impact this had on customers within the EMEA region. We are committed to improving our processes to prevent future recurrence. Thank you for your patience as we resolved this service disruption.
Update timeline
- resolved May 14, 2025, 09:15 PM UTC
Intermittent issues signing in using SSO
- postmortem May 14, 2025, 09:15 PM UTC
**Intermittent issues signing in using SSO** **Issue Summary:** On 14 April 2025 between 2:00 PM UTC and 4:30 PM UTC, customers in our EMEA region experienced intermittent issues signing in using SSO: page would load blank, receive a 404 Bad Request response… **Root Cause:** A feature was enabled designed to add additional details for printing reports \(e.g. department, manager\). Enabling this feature added unintentional latency to these requests. **Resolution:** The underlying database query was identified, optimized, and tested, ensuring the additional latency was no longer being experienced. **Mitigation:** During the incident, infrastructure was increased to reduce latency while the data team analyzed the queries. **** **Conclusion:** We acknowledge the impact this had on customers within the EMEA region. We are committed to improving our processes to prevent future recurrence. Thank you for your patience as we resolved this service disruption.
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