All Deployments - internet backbone provider outage resulting in failed authentication attempts to integrations and login issues to the Duo Admin Panel
Incident Report for Duo
Postmortem

Authentication Delays and Failures - All Deployments

Incident Report - 2020/08/30

Summary

On Sunday, August 30th from approximately 6:00 AM EDT to 11:30 AM EST, customers may have experienced intermittent issues authenticating against Duo protected applications or accessing the Duo Admin Panel. These issues were caused by an ISP outage and not due to any issues with the Duo cloud service.

Details

On Sunday, August 30th at 8:00 AM EST Duo received multiple reports from customers stating that they were experiencing increased latency or intermittent issues completing authentication.

Duo’s Engineering team immediately began investigating the issue. The team did not uncover a significant drop in authentications or an increase in errors from the Duo platform but did note reports of a major ISP outage affecting connectivity across the internet.

Duo is committed to providing our customers a robust, highly available service even in the face of public Internet connectivity issues. Prior to this incident our Engineering team had begun investigating methods to increase points of presence to reduce latency and improve reliability when issues such as this arise. We will continue those efforts and put measures in place to protect the availability of Duo’s service during similar incidents in the future.

Posted Aug 30, 2020 - 12:06 EDT

Resolved
The issue regarding the backbone internet provider outage on all our deployments have confirmed they have fully resolved the issue and all services are now fully functional.

We will be posting a root-cause analysis (RCA) here once our engineering team has finished its thorough investigation of the issue.

Please make sure to check back or subscribe to be notified when the RCA is posted.
Posted Aug 30, 2020 - 11:54 EDT
Identified
We have confirmed that an outage at a major Internet backbone provider is causing connectivity issues to the Duo service for some customers.
We are engaged with relevant partners and are closely monitoring the situation.
Impacted customers may be able to work around the issue by using an alternate Internet connection or ISP to access the Duo service.
Posted Aug 30, 2020 - 10:22 EDT
Investigating
We are currently investigating customer connectivity issues to the Duo service, impacting the ability to access the Duo Admin Panel or authenticate against Duo protected applications. This appears to be caused by a major Internet backbone provider outage which has disrupted access to multiple Internet destinations.

Impacted customers may be able to work around the issue by using an alternate Internet connection or ISP to access the Duo service.
Posted Aug 30, 2020 - 09:22 EDT
This incident affected: DUO62 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO56 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO33 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO57 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO59 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO30 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO14 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO42 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO3 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO64 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO17 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO13 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO38 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO8 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO37 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO11 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO32 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO25 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO55 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO22 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO29 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO26 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO16 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO6 (Admin Panel, Core Authentication Service, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO54 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO27 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO40 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO48 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO53 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO46 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO45 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO31 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO47 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO39 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO65 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO2 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO20 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO21 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO4 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO28 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO24 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO23 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO7 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO43 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO41 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO66 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO18 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO15 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO60 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO44 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO36 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO1 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO5 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO10 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO19 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO63 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO58 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO51 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO49 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO9 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO50 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO12 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO52 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO61 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO34 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), and DUO35 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI).