Issue Discovered - Service disruption in All Regions – SSO login to Web User Interface

Update timeline

1. investigating Mar 10, 2026, 08:36 PM UTC

   We have reports that some users are not able to login to xMatters using SSO to login to the xMatters Web User Interface in All Regions. We are currently investigating the issue and will update as information becomes available. Native Login still works to bypass SSO. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. identified Mar 10, 2026, 08:51 PM UTC

   The xMatters Incident Response team believes they have identified the source of the issue and is working on a fix. We will update once a solution has been identified and implemented.

3. resolved Mar 10, 2026, 08:54 PM UTC

   The issue has been addressed, and all services have been restored. Thank you for your patience while we addressed this matter.

4. postmortem Mar 20, 2026, 06:01 PM UTC

   **What happened?** On March 10th, 2026, some customers reported an issue to xMatters Customer Support where they were encountering a 404 error page when attempting to log in to their instances via SSO. Some users may also have encountered a “We’ve run into a problem while retrieving your data.” error message. **Why did it happen?** This issue occurred during a routine maintenance update to the xMatters platform. Although several components of the platform were updated, specific configurations of the component related to SSO-based authentication conflicted with the update and resulted in 404 errors. This issue was limited to those few customers that had specific criteria set for their SSO configuration. **How did we respond?** As soon as customers reported the issue, Customer Support verified the issue and escalated immediately to Engineering. The team traced the issue to the maintenance deployment and initiated rollback procedures to restore functionality. Once the rollback was completed, the 404 errors ceased and service was confirmed restored. **What are we doing to prevent it from happening again?** The Engineering teams have implemented additional testing for any configuration criteria related to the SSO-based authentication component. In addition, they have begun working on an improved maintenance plan to prevent further issues that could occur during similar deployments.