Authentication Issues for Hybrid/ On-Prem Customers using New Experience Realms

Incident Report for SecureAuth Service

Identified

Authentication Issues for Hybrid/ On-Prem Customers using New Experience Realms

We have identified an issue affecting a subset of Hybrid / On-Prem customers. The Authentication attempts using the new experience may fail and display an 'Invalid User' error to end users due to expired certificates, even after ACRU has been completed.

To avoid being impacted, refer to the steps in the knowledge base article below to deploy the fix.

(https://support.secureauth.com/hc/en-us/articles/37586282092820-Authentication-attempts-against-New-Experience-Datastores-fail-with-Invalid-User-after-SecureAuth-G3-Intermediate-Certificates-have-expired)

If you have any questions regarding this issue or require assistance with applying the fix, please log a ticket at https://support.secureauth.com. Our teams are on standby and are ready to assist.

Posted May 17, 2025 - 10:07 PDT

This incident affects: Workforce (SMS, Voice, Push, Certificate Enrollment, Link-to-Accept Service, Dashboard, Kerberos Authentication, FIDO WebAuthn, Cloud IdP, Mobile App, Fraud).