OctopusID signin intermittent for cloud customers

What to do

• Check whether you use Octopus Deploy Sign-in/Sign-up (octopus.com). Check your stack

  Paste a package.json, lockfile, Terraform or a list of domains at down.guide/stack to see every provider you depend on.

• Confirm your retries, queues and scheduled jobs caught up after the 2h 23m it lasted.

  Anything that failed between 2025-11-25 12:34 UTC and 2025-11-25 14:57 UTC may need a replay.

• Subscribe to Octopus Deploy's feed to hear about the next one first. RSS feed

  https://down.guide/feed?provider=octopus works in Slack (/feed subscribe), Discord feed bots and any RSS reader.

Updates from Octopus Deploy 6

1. investigatingNov 25, 2025, 12:34 PM UTC

   We are currently investigating issues with cloud customers accessing their instance via OctopusID. For some customers, this issue seems to be auto resolving after around 5 minutes. Whilst we are investigating the root cause, we recommend attempting to sign in whenever convenient incase you are able to access the instance.

   provider

2. investigatingNov 25, 2025, 12:58 PM UTC

   We are currently investigating issues with cloud customers accessing their instance via OctopusID. For some customers, this issue seems to be auto resolving after around 5 minutes. Whilst we are investigating the root cause, we recommend attempting to sign in whenever convenient incase you are able to access the instance.

   provider

3. monitoringNov 25, 2025, 2:00 PM UTC

   We have performed some changes that based on customer feedback, has mitigated this issue. We are still monitoring to ensure this issue does not reoccur, but customers should be able to sign in via OctopusID again.

   provider

4. monitoringNov 25, 2025, 2:56 PM UTC

   After monitoring the platform following our earlier mitigation, we can confirm that the issue has not resurfaced. OctopusID sign-in is functioning normally, and the incident has been resolved.

   provider

5. resolvedNov 25, 2025, 2:57 PM UTC

   Resolved.

   provider

6. postmortemDec 8, 2025, 9:27 PM UTC

   # Intermittent sign-in issues for Octopus Cloud instances ## Summary Between November 25, at 10:24 pm AEST, and November 26, at 12:58 am AEST, customers experienced sporadic issues signing into Octopus Cloud instances. These issues stemmed from a database connection leak, which caused some sign-in requests to time out. We apologize for the inconvenience this has caused our customers and are taking steps to prevent it from happening again. ### Timings Time to detection: 9hrs 41mins Time to incident declaration: 9hrs 41mins Time to resolution: 12hrs 15mins ## What happened? \(All dates and times below are in AEST\) ### November 25 **12:43 pm** We deployed a change to our authorization service. This change introduced a bug resulting in database connection leaks. The connection leak only became apparent in high-traffic scenarios, which our current test suite doesn't replicate. As a result, our test suite didn't detect the issue. **10:24 pm** A DevOps Support Engineer declared an incident after receiving reports from customers that they were having difficulty signing into Octopus Cloud instances. **10:24 pm - 11:41 pm** Investigations showed that the issue was due to database connection timeouts. **11:42 pm** Temporary mitigations implemented, including restarting services to release database connections. **11:42 pm - 11:59 pm** Effects of mitigations observed and deemed successful. Incident marked as mitigated. ### November 26 **12:00 am - 12:57 am** Incident responders continue to watch systems. **12:58 am** Mitigation steps considered successful, and the incident marked as resolved. **6:55 am** Root cause of database connection timeouts identified as a connection leak. **6:55 am - 8:33 am** Permanent fix implemented and deployed. ## Remediation and next steps We deployed a new service version to remove the database connection leak. We have also conducted an incident review to identify process improvements to prevent this from occurring in the future. We continue to work towards improving the reliability and security of our authentication and authorization services.

   provider

Corrections

None so far.

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