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A change in a customer environment introduced sustained malformed requests to the PingID service in the early hours in the U.S. on Nov. 7, 2017. System availability was not impacted until approximately 13:38 UTC when traffic increased with the start of the work day on the US East Coast. Alerts were triggered at that time and some users experienced delays and retries in authentication. Shortly after the system became unresponsive for the majority of users. A fix for the malformed requests was deployed at approximately 14:15 UTC but did not fully resolve the issue. Traffic was then blocked from point of origin approximately 14:55 UTC. Service was fully restored for all users by 15:10 UTC. Investigation shows this was caused by a customer mis-configuration exposing an undiscovered defect in PingID system.
MFA with PingID for customers serviced by our North American data center was slow or unavailable.
Nov 07, 2017 (all time in UTC)
PingID Service (North America)
Blocking the source IP address of the problematic requests at the network level removed the condition that triggered the issue and eventually restored the service to normal. The malformed request activity was determined not to be malicious.