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Incident Summary
On January 22nd, 2019 beginning at 23:22 UTC, customers experienced the inability to authenticate with PingID MFA (authenticator.pingone.com) due to an internal networking issue in our Ohio region. A manual failover of the affected load balancers resolved the issue.
Customer Impacts
On January 22nd, 2019 beginning at 23:22 UTC, some customers experienced the inability to authenticate with PingID MFA (authenticator.pingone.com) hosted in our North American data centers. This issue affected < 0.5% of transactions. Services were fully recovered at 23:33 UTC.
Customers that had implemented MFA bypass should not have been affected by this incident.
Incident Timeline
January 22, 2019 (all times in UTC)
* 23:22 - Monitoring systems detect issues with PingID services. SRE and Development notified.
* 23:26 - Investigation shows problem with load balancer state. Incident Command process initiated.
* 23:33 - SRE manual fails traffic to standby load balancer. PingID IDP services fully restored.
Affected Services
* PingID Authenticator (.com)
* PingID Server (.com)
Resolution
Service restoration occurred after a manual load balancer failover.
Ping Action Items
Deploy fix to ensure load balancer properly fails traffic over to standy servers for this edge case (Completed - 1/23)
For additional questions please contact Ping Identity Technical Support by opening a case through The Community/Support site (https://www.pingidentity.com/en/account/sign-on.html), or follow this incident on https://status.pingidentity.com for real-time service updates.