Incident Report

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Date: Jul 30, 2025

Date of Incident: Jul 28, 2025

Description: RCA for linked User-Admin account login failures to the Admin Portal

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Summary:

On July 28th at approximately 12:30 UTC (UPDATE: 11:00 UTC), some administrators linked to user accounts experienced an inability to log in to the JumpCloud Admin Portal. The issue manifested as a redirection to an internal error during the login flow.

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Root Cause:

The incident originated during a planned system enhancement, specifically an upgrade to a core database interaction library. An unintended software error was introduced into our web interface during this update. A specific component of our login process, responsible for handling admin authentication, was updated to receive a confirmation or next step instruction (a 'callback') after completing its task. However, in one particular login pathway, this instruction was not provided as expected and the missing instruction caused the system to error, and incorrectly redirect affected administrators with linked user accounts to a generic error page instead of completing their login.

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Corrective Actions / Risk Mitigation:

1. Immediately revert the affected web UI component to its previous stable version in our production environments - DONE
2. Implement additional automated and manual testing and validation steps, particularly for critical login and database interaction code - IN PROGRESS
3. Reinforce checks to ensure all refactored code paths explicitly handle expected responses and potential error conditions - DONE
4. Implement additional monitoring specifically designed to detect similar anomalies in login flows proactively - IN PROGRESS