Incident Overview

Date & Time (PST): 2025-12-16 5:10 PM - 2025-12-18 8:25 AM PST

Duration: 39 Hours
Severity: Low

Services Impact:

• Password Reset

Customer Impact:

• Cloud users of OEM Partners (nn-Nx) were unable to reset passwords

Root Cause

When a user requested a password reset, their account information was sent improperly to the OAuth2 service, causing a token to be generated only for Nx OEM. An OEM field was not populated by Cloud DB.

How We Fixed It

We added the missing field in the code, released a new version containing the fix, and then validated the password reset by testing it on the non-Nx Cloud hosts.

Corrective Actions

To avoid such issues in the future, we will include this scenario to automated tests.