Incident Report

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Date: May 12, 2025

Date of Incident: May 2, 2025

Description: RCA for ADI User Login Errors

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Summary:

On May 2nd, at approximately 07:00 UTC, a change was deployed to JumpCloud’s Active Directory Integration causing a warning message to appear and preventing successful logins for some users across a subset of organizations.  During that time the workaround for users was to change their password, which then allowed a successful login.

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Root Cause:

The change introduced was part of an effort to modernize external user identification in Active Directory, which inadvertently caused an error in handling some restricted attributes. This resulted in the incorrect transformation of these fields, setting the password status of some external user accounts to "pending”.  This event disrupted user access and necessitated a password update for the affected users until JumpCloud successfully rectified their account status.

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How was this missed in your testing?  Unfortunately, the change affected a subset of users that had a unique combination of values set on their user record.  Specifically, the logic was only applied to users that had an empty value on their restricted fields.  The testing that was performed did not contain a user in that state, incorrectly passing the test.

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Corrective Actions / Risk Mitigation:

1. Revert that code version - DONE
2. Modify all incorrect user entries in our backend systems - DONE
3. Increased testing scenarios verifying all user states and backward compatibility - IN PROGRESS