# 2025-November-19 Service Incident

- Provider: [Sauce Labs](https://down.guide/saucelabs)
- Level: confirmed
- Impact: Degraded
- lasted 3h 23m
- started 2025-11-19 18:54 UTC
- Mobile App Distribution Platform, Mobile App Distribution UI
- id: DWN-e2a3901a03
- Official page: https://stspg.io/zh4q2kw13smh

## Updates from Sauce Labs
### 2025-11-19 18:54 UTC: investigating
We are currently receiving reports indicating that customers are unable to log in to App Distribution using Single Sign-On (SSO). Our team is actively investigating the root cause and working toward a resolution.

### 2025-11-19 19:36 UTC: identified
We identified the root cause and are now working to restore the service.

### 2025-11-19 22:17 UTC: resolved
Earlier today, customers were unable to log in to App Distribution via SSO.
After taking remedial action, users are now able to login successfully. This incident is resolved.

### 2026-01-05 17:25 UTC: postmortem
### \*\*Dates:\*\*
Wednesday, November 19th 2025, 09:00 UTC – Thursday, November 20th 2025, 21:00 UTC
### \*\*What happened:\*\*
Following a scheduled maintenance deployment, a subset of customers utilising Single Sign-On \\(SSO\\) were unable to log in to the platform. While the application remained up and running, authentication requests for these specific accounts were rejected, preventing access to the application.
### \*\*Why it happened:\*\*
A major backend infrastructure upgrade aimed at improving performance and security, inadvertently caused the incident. The new authentication system's default settings were incompatible with existing customer SSO configurations, leading to valid login attempts being incorrectly rejected.
### \*\*How we fixed it:\*\*
To restore immediate access, we reverted the authentication processing logic to its previous state, ensuring full compatibility with all existing customer configurations.
### \*\*What we are doing to prevent it from happening again:\*\*
We are adding enhanced monitoring for authentication success rates and updating pre-deployment testing to cover more legacy SSO configurations for seamless compatibility.

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