Resolved after 2 hours 39 minutes, affecting Forethought AI Agents and Dashboard, on October 29, 2026.
On October 28th, 2026 between 15:10 and 16:54 UTC some customers were unable to access their Forethought dashboards. An error message, "PreAuthentication failed with error There was an error retrieving user information" was presented when some agents attempted to log in. We do not observe any lasting impact after 2026-10-28 16:54 UTC when corrective action was taken, nor do we expect any reoccurrence for this issue. A post mortem will be shared in Service Notifications: https://support.zendesk.com/hc/en-us/sections/4405298854426-Service-notifications once we have completed our internal root cause analysis. Thank you for your understanding and our apologies for the inconvenience this caused as well as our delayed notification of this incident.
Affected components
Update timeline
- resolved Oct 29, 2026, 05:40 PM UTC
On October 28th, 2026 between 15:10 and 16:54 UTC some customers were unable to access their Forethought dashboards. An error message, "PreAuthentication failed with error There was an error retrieving user information" was presented when some agents attempted to log in. We do not observe any lasting impact after 2026-10-28 16:54 UTC when corrective action was taken, nor do we expect any reoccurrence for this issue. A post mortem will be shared in Service Notifications: https://support.zendesk.com/hc/en-us/sections/4405298854426-Service-notifications once we have completed our internal root cause analysis. Thank you for your understanding and our apologies for the inconvenience this caused as well as our delayed notification of this incident.
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