User authentication service got high response time

Resolved | Nov 15, 2023 | 09:56 GMT+00:00

Root Cause Analysis (RCA) Report
Incident Summary: An unusual surge in traffic was directed towards one instance of our authentication server. The increased traffic load overwhelmed the affected instance, leading to a partial outage and impacting the availability and performance of our authentication services. The incident was identified as an Azure outage in traffic manager services affecting our hosting infrastructure.

Incident Resolution: We have taken comprehensive measures to enhance the reliability and availability of our authentication and other services. This includes strengthening our auto-scaling configurations to better handle future demands and potential challenges. Our team has worked diligently to ensure that these services are not only more resilient but also more efficient in responding to varying loads and usage patterns.

Conclusion: We apologize for any inconvenience caused and are taking steps to prevent future disruptions. Thank you for your understanding and support. For further questions or information, please contact our support team.

Open | Nov 15, 2023 | 09:55 GMT+00:00

Beginning on Friday, November 10, 2023, at 10:34 UTC, the Document360 user authentication service got a high response time impacting some of our select customers. This issue is impacting the KB site and portal login functionality.
We are actively working on restoring the services. We apologize for any impact this incident has had on your business. We treated the disruption as our highest priority to ensure resolution.