Vasion incident
Users experiencing issues authenticating from the printer (badge, PIN)
Vasion experienced a critical incident on September 5, 2025 affecting User Authentication, lasting 2h 44m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 05, 2025, 12:57 PM UTC
We are currently investigating this issue.
- identified Sep 05, 2025, 01:29 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Sep 05, 2025, 02:34 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Sep 05, 2025, 03:42 PM UTC
This incident has been resolved.
- postmortem Sep 10, 2025, 03:51 PM UTC
Friday, September 5, 2025 **Users experiencing issues authenticating from the printer \(badge, PIN\)** **Issue Summary:** Users experienced problems authenticating at printers using their badges or PINs. This prevented affected users from using all of their assigned badges for authentication at printers. **Root Cause:** During the latest SRS release, the synchronization process for user badges was modified, but the implementation only accounted for syncing a single badge per user. This affected users with multiple badges, as only one of their badges would be properly synchronized to the system, rendering their other badges non-functional for authentication purposes. **Resolution:** The issue will no longer occur for SaaS customers now that the mitigation efforts are completed as of September 5th 2025 at 9AM MDT. A small patch will be added September 5th, 2025, to ensure Virtual Appliance customers will not be affected in the next Virtual Appliance release, scheduled for November 3, 2025. **Mitigation:** A script to sync the badges for affected customers has resolved the issue for affected customers. Affected customers with the majority of PINs and badges were engaged to confirm resolution. The team expanded the effort to check and correct badge data for all other customers across all regions. **Conclusion:** This incident highlighted a gap in our synchronization process for users with multiple badges. The immediate fixes will resolve the issue for our SaaS customers, with preventative measures being implemented for Virtual Appliance customers prior to their next release cycle. Moving forward, we will implement more comprehensive testing for badge authentication scenarios, with a particular focus on edge cases, such as multiple badge assignments per user.