Authentication Issues - SAML SSO Users - US Customers

Incident Report for BlueDolphin

Resolved

What happened?

Between 15:00 and 17:00 CET, a portion of customers experienced an authentication issue. There was a problem with SAML endpoint and its certificate. Users were unable to obtain a new access token.

What went wrong and why?

Automatic renewal jobs were not correctly set.

How did we respond?

The error was corrected by manual intervention of the infra team.

15:20 CET on 17-10-2025 – Customer impact began, triggered by the issue described above.
15:30 CET on 17-10-2025 – Investigation started, issue detected on US for SAML users.
15:40 CET on 17-10-2025 – Issue mittigation started.
16:00 CET on 17-10-2025 - Fix applied.

Propagation takes up to 2h

How are we making incidents like this less likely or less impactful?

We will implement proper automatic certificate renewal and validation jobs, including monitoring and alerting in case of failures.

Posted Oct 17, 2025 - 16:49 CEST