Data Center Maintenance
Scheduled Maintenance Report for SecureAuth Service
Postmortem

Impacted Customers: A subset of customers using US2/West SecureAuth Datacenter

Impacted Services: All cloud services

Incident Date: Dec. 14, 2020

Incident Description:

Because of vendor initiated network related maintenance, SecureAuth failed over all cloud services from our US2 to US1 datacenter via a DNS failover. 

During the failover process a human error was made impacting a specific DNS record that affected Push-to-Accept transactions.  This issue was limited to customers systems that did not recognize the DNS change, and remained on our US2 datacenter.  This issue was identified and resolved Dec 15th 7:55 AM PST. 

Root Cause:

  • The root cause for customer networks and IdP appliances not respecting the DNS change is still under investigation. 
  • The DNS change was due to human error. 

Corrective Actions:

  • Further investigation is required to understand why some customer networks did not respect the DNS change.
  • The DNS error will be avoided by updating the DNS failover playbook and checklist
Posted Dec 16, 2020 - 19:41 UTC
Update
This maintenance has been concluded and all services are operational.
Posted Dec 15, 2020 - 17:52 UTC
Completed
The scheduled maintenance has been completed.
Posted Dec 15, 2020 - 17:45 UTC
Update
Maintenance is in progress. Please ensure that the DNS for us-cloud.secureauth.com is pointing to 208.82.207.89 to avoid having service interruption.
Posted Dec 15, 2020 - 01:55 UTC
In progress
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted Dec 14, 2020 - 23:45 UTC
Scheduled
SecureAuth will conduct a scheduled maintenance in one of our data centers. Traffic to the affected data center will be temporarily redirected to an alternative data center. This maintenance have no impact to customers and will be performed between Dec 14th Monday, 4 PM PST to Dec 15th Tuesday, 10 AM PST”
Posted Dec 12, 2020 - 00:04 UTC
This scheduled maintenance affected: SecureAuth Cloud Services (Enhanced Geolocation Resolution Service - US2, Fraud Service - US2, Geolocation Resolution Service - US2, Push-to-Accept Service - US2, SMS Service - US2, Telephony Extension/DTMF Service - US2, Telephony Service - US2, Threat Service - US2, X.509 Certificate Service (SHA2) - US2).
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