Increased Error Rates on User Console
Incident Report for JumpCloud

JumpCloud Incident Report

Date: 2024-01-19

Date of Incident: 2024-01-15/16

Description: RCA for error rates on the JumpCloud Platform

‌To start, we’d like to acknowledge and apologize for the impact these recent incidents have had. We pride ourselves in operating with excellence and work to limit the blast radius when things go wrong. We missed the mark here.


There are three impact windows that will be discussed in this report. All times are MST.

The first, on January 15th at 10:54 a subset of our systems began to have an elevated error rate. Failures manifested in new agent registrations failures, user bind failures, all device trust functionality including launching apps that had device trust enabled, and JumpCloud Go. Most local logins should have continued to function normally. At 10:57 our monitors paged one of our engineering teams and at 11:01 multiple other monitors triggered and more teams came online to support. At 11:24 a formal incident was declared internally and our incident management team came online to help coordinate all the teams in identifying and recovering the faulty systems. Because of the nature of the incident and because JumpCloud uses Device Trust the teams responding to the incident were unable to access certain systems so our break glass procedures were activated, this caused a significant delay in recovery efforts. As the teams began to gain access to the systems they were able to identify a single core service that was causing the errors. At 12:23 the team found failed authentications to the database and began work to access the needed systems to remediate the authentication failures. At 12:57 most services were recovered, and at 13:12 all systems reported as nominal.

At this point the teams continued to work on finding the root cause of the ephemeral credential failure, but as we’d find out later we incorrectly assumed the issue was isolated to this single core service.

The following day, on January 16th at 08:55, error rates began to rise on multiple systems including SSO, OIDC, user and admin logins, device authentications, and LDAP/RADIUS with MFA. At 08:58 automated alerts triggered to our teams and at 09:02 an internal incident was declared. Once the teams identified the issue and noticed it was the same as the previous day, remediation efforts quickly began at 09:08. By 09:15 all systems reported as nominal.

Once these systems had been restored our teams immediately broke into multiple tracks to identify the root cause, work on evaluating and renewing all dynamic credentials, and to restore an old authentication mechanism to all services (more on this in the root cause).

Renewal of all dynamic credentials was completed at 12:09.

At 15:53 a release of our user portal had completed and at 15:54 errors began to rise on our login pages, active user sessions were still able to launch applications. The teams quickly started to rollback the release which completed at 16:05 but the error rate was still elevated. After further investigation they identified it being the same credential issue and fully restored service at 16:19.

Once we recovered all systems from this incident we halted all production changes across the platform until we finalize our investigation.

Root Cause:

First let’s start with some context on how our services authenticate to our databases. Our services use dynamic credentials to authenticate to their respective databases, these credentials are ephemeral in nature and short lived. Each credential is tied to a token that is leased from a secrets backend and has a specific time-to-live (TTL). When a service needs access to a database credential it asks the system to grant it one, the system uses its token to ask the secrets backend for a new dynamic credential and passes that back to the service. Once that token’s TTL expires all child tokens and all credentials that were issued with that token are immediately revoked by the secrets backend. The token and credential lifecycles are fully automated. This diagram illustrates the tokens hierarchy and for the sake of clarity in this and the following diagram we’ll use daily round numbers for the TTLs.

So what happened? In early December we began work on utilizing a new mechanism to request dynamic credentials. The services and secrets backend were untouched in this effort. Because the scope of the change was small the team working on this mechanism felt it was generally safe, this bypassed our usual path to production (which is a more rigorous process involving architects and reliability engineers). While these changes were reviewed, tested, and validated in staging environments certain caveats weren’t seen about its implementation until this incident.

The origin of the issue stemmed from an attribute that was missing on the system token which defined its max lifetime. Because of this the token was leased with the secrets backend default max token lifetime. What made this issue particularly difficult to find was the fact that there are multiple attributes and layers where you can define the TTL. We did indeed set one of those attributes but mistook the way the hierarchy of TTLs interacted and functioned together with this new mechanism. Why didn't we catch this in our staging environment? That was due to the fact the secrets backend max token lifetime was 32 days. So all tokens and the credentials tied to them would be revoked after 32 days of the first token being issued by that system token. This diagram illustrates that no matter how long the system token TTL was, because of the missing attribute the secrets backend enforces a 32 day maximum token lifetime and revokes all tokens and credentials at the end of its lifetime (in red).

Corrective Actions / Risk Mitigation:

  1. All credential and token renewals completed and verified - DONE
  2. Revert of the secrets lifecycle management process - DONE
  3. Additional monitoring and alerting around credential lifecycle - IN PROGRESS
  4. Enhanced testing requirements for credential management changes - IN PROGRESS
Posted Jan 19, 2024 - 16:01 MST

This incident has been resolved.
Posted Jan 16, 2024 - 16:52 MST
A fix has been implemented and we are monitoring the results.
Posted Jan 16, 2024 - 16:19 MST
The issue has been identified and a fix is being implemented.
Posted Jan 16, 2024 - 16:16 MST
We are currently investigating increased error rates for User Console. We will update this incident as soon as we know more.
Posted Jan 16, 2024 - 16:15 MST
This incident affected: User Console.