# Admin Portal Access Issues

- Provider: [JumpCloud](https://down.guide/providers/jumpcloud)
- Confidence: Confirmed
- Impact: Partial outage
- lasted 0m
- started 2025-09-15 07:55 UTC
- JumpCloud states the impact was 2025-09-15 08:59 to 09:11 UTC (12m)
- id: DWN-0e4a1f5ccf
- Official page: https://stspg.io/ygvytdn5k3dz

## Root cause
> It applied the new console subdomain but, due to a misconfiguration, it omitted a critical path prefix.

[Postmortem](https://stspg.io/ygvytdn5k3dz)

## Updates from JumpCloud
### 2025-09-15 07:55 UTC: resolved
There were issues with the following services; Admin Portal & Mobile Admin App Login & Direct API calls. This is resolved now.

### 2025-09-16 20:25 UTC: postmortem
!\[\](https://jumpcloud.com/wp-content/themes/jumpcloud/assets/images/jumpcloud-press-kit/logos/01-jc-oceanblue-tm.png)
Incident Report 
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Date: Sep 15, 2025
Date of Incident: Sep 16, 2025
Description: RCA for Admin Portal Access Failures
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Summary:
On September 15, 2025, between 08:59 UTC - 09:11 UTC customers experienced failures when attempting to access the Admin Portal. Users and services attempting to authenticate received a loading error message during that window.
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Root Cause:
The incident originated during an update to support a new API for our SaaS Management Service. The update was designed to allow a new console subdomain to handle traffic, in addition to the existing SaaS subdomain.
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While this change successfully passed all testing in our pre-production environment, our automated deployment system failed to apply the full configuration in production. It applied the new console subdomain but, due to a misconfiguration, it omitted a critical path prefix. This resulted in an issue where traffic intended for a different service was routed incorrectly, causing a brief service outage.
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As soon as the errors appeared, the team immediately rolled back the change, and service was restored. We have identified the root cause in our automated deployment process and are implementing a fix to prevent this from happening again.

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