Eptura Workplace detailed Root Cause Analysis | 05/08/2024 

S2 - Eptura Workplace SSO Timeouts 

We are truly grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident. 

Description: 

When accessing Eptura Workplace, both internal and external users were receiving the following error 502 A timeout occurred on federation.api.iofficeconnect.com. 

Type of Event: 

Outage for Customers who use Single Sign On (SSO) 

Services/Modules impacted: 

Production/ SSO 

Timeline (Reported in MST):  

11:30am – Multiple customers reported the inability to access Eptura Workplace.  

11:59pm – After initial investigation, the support team escalates a ticket for CloudOps for further troubleshooting. All customers were made aware of the S2 incident via Status Page.  

12:16pm – The CloudOps team identifies the issue and begins working on a resolution.  

12:59pm – The fix was released to production. The Status Page was updated from Investigating to Monitoring.  

1:59pm – While monitoring, no additional reports were received, and customers began to confirm the fix.   

Total Duration of Event: 

2hrs 29mins 

Root Cause:  

The Mesos Marathon experienced a temporary downtime during the recent restart of the NGINX server. 

Remediation: 

Mesos Marathon was restored and promptly restarted the NGINX server, once the recovery was complete. 

Preventative Action:  

The proxy settings previously pointing to the Mesos Marathon service, which has been decommissioned, have been successfully updated. This change has already been implemented to ensure continued service efficiency.