[EU] Can't login to the platform

Incident Summary:
Users were unable to access the application.

Time of Incident:
Friday, 11:38 AM

Issue Detected:
Reports were received indicating that users could not log in to the application.

Initial Findings:

• Numerous alerts from the authentication service indicated connectivity issues with the database.
• A event log showed an database failover occurred near the time of the incident.

Immediate Action Taken:

• All authentication service pods were reset.
• After the reset, new pods started functioning correctly, and users were able to log in successfully.

Root Cause:
The application’s authentication and authorization mechanism relies on auth-service. Following the database failover, auth-service instances did not reconnect to the database endpoint, causing login failures. Although tests indicate auth-service is designed to handle database failovers, the instances failed to recover the connection in this instance. The exact cause remains unclear, and further investigation is ongoing.

Actions Taken:

1. Added error logs to a dedicated channel to monitor similar cases in the future.
2. Increased database memory allocation to reduce the likelihood of future failovers.
3. Continued investigation into why auth-service did not recover its connection after the DB failover.
4. Implemented synthetic and domain monitoring to proactively identify login issues.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating this issue.