PingID Service Interruption
Incident Report for Ping Identity

Incident Summary

PingID SMS and voice authentication stopped functioning at 7:11 am MST on December 2, 2016. As the Ping Team responded to the issue, it was discovered that there was an internal operational (not a technical) issue that prevented the authentication from occurring. The impact window was 23 minutes. No other services were affected.

Customer Impact

PingID users using the SMS and voice authentication methods did not receive SMS messages. Fewer than 5% of sessions were affected.

Incident Timeline (MST)

  • 07:11 - Reports of failed PingID SMS authentication
  • 07:34 - PingID SMS and voice delivery restored.

Resolution Status

The Ping Team has identified and resolved the root cause of this issue.

Posted 9 months ago. Dec 07, 2016 - 10:13 MST

Resolved
Engineers have confirmed that this issue is resolved. Pairing and authenticating via SMS should work as expected.
Posted 9 months ago. Dec 02, 2016 - 08:31 MST
Monitoring
Engineers have identified an issue with our managed cloud communications provider that prevents PingID users from pairing or authenticating via SMS. We've applied a fix and will update this message when the incident has been confirmed to be resolved.

For additional questions please contact support@pingidentity.com, or follow this incident on https://status.pingidentity.com for real-time service updates.
Posted 9 months ago. Dec 02, 2016 - 07:40 MST
This incident affected: PingID Services (PingID App, PingID Authenticator (North America), PingID Authenticator (Europe), PingID Authenticator (Australia)).