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[incident] 2026-06-12 6:30 AM - 2026-06-12 8:54 PM PST Cloud Intermittent Issues

[incident] 2026-06-12 6:30 AM - 2026-06-12 8:54 PM PST Cloud Intermittent Issues

Incident Summary

Date/Time : Jun 12, 20266:30 AM PST - 2026-06-12 8:54 AM PST
Service Impacted: Cloud DB
Severity: Medium
Total Duration: 2 hours and 24 minutes

Customer Impact:

  • New cloud user creation may fail, especially for email addresses that have never had a Cloud account before.

  • Activation emails may not be received for newly created users.

  • Password reset workflows may not complete or may fail to load after clicking the reset button for customization only.

  • Some customers may see intermittent cloud connectivity issues or cloud systems temporarily showing as unreachable.

Incident Timeline (PST)

June 12:

  • 6:30 AM - First complaints received

  • 7:17 AM - Investigation started

  • 7:20 AM - Investigation narrowed down to a potential root cause

  • 7:24 AM - Multiple Clients issues received

  • 7:58 AM - Issue escalated to the Engineering team for deeper review and support

  • 8:47 AM - The issue has been narrowed. An emergency Update is being scheduled to improve the situation and reduce the customer impact.

  • 8:54 AM - The emergency hotfix has been applied, internal testing confirmed the fix. Support is working with customer to get confirmation on reported issues are resolved.