We have performed the root cause analysis of the incident as part of the long-term resolution of incident management.

Impact:

• Users were not able to log in to the platform between 3:45 PM to 4:10 PM IST. This did not impact the users who were already logged in.

Root Cause Analysis:

• We identified that users were not able to log in to the platform due to an issue with our login provider. Login provider is a component used to retrieve the login methods configured and enabled for a customer.
• In a recent code deployment, a different version of the login provider was promoted to the production environment. This build was not compatible with the currently deployed dependent services and hence, was not able to retrieve the login methods required to display the login page.

Actions Taken:

• As an immediate action, we promoted a correct version of the login provider component which was compatible with the dependent services and the login page started working correctly.
• As part of the preventive actions, we are adding further checkpoints into our existing build and deploy verification process to avoid similar scenarios in the future.