Date of Incident: 2022-10-03
Description: RCA for JumpCloud Admin Console, and MDM Service Interruption
At approximately 11:50 MDT on 2022-10-03, JumpCloud Administrators encountered a ‘Loading Error’ when attempting to access the Admin console. Additionally, any new MDM device enrollments failed to complete. This incident lasted until approximately 15:30 MDT on 2022-10-03.
The incident was caused by an upgrade to our Object Data Modeling (ODM) library, which created read errors for both role based access control and versioning data required to enroll new devices into MDM. We rolled back the ODM update and executed our recovery procedures which restored access to the Admin Console, and the ability to enroll devices into MDM.
Corrective Actions / Risk Mitigation: