All Deployments: Authentication delays and failures
Incident Report for Duo
Postmortem

Authentication Delays and Failures - All Deployments

Incident Report - 2020/04/21

Summary

On Tuesday, April 21st from 1:07 PM EST to 9:38 PM EST, customers may have experienced intermittent increased latency or issues authenticating 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 Tuesday, April 21st at 1:07 PM 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 multiple fiber cuts from a major ISP 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 Apr 22, 2020 - 08:04 EDT

Resolved
The issue regarding 3rd-party network providers experiencing regional connectivity issues is fully resolved with the affected ISP reporting 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 Apr 21, 2020 - 22:48 EDT
Monitoring
We are seeing an improvement in connectivity issues, and we are continuing to track the status of the repair with the affected ISP. When the repair has been completed, we will consider this incident fully resolved.

Please check back here or subscribe to updates for any changes.
Posted Apr 21, 2020 - 16:59 EDT
Identified
We have confirmed that the issues reported relate to 3rd-party network providers experiencing regional connectivity issues after a large fiber cut.

We are tracking with those providers to further understand when the cuts have been repaired or traffic is otherwise routable again, and are also investigating other potential solutions to route traffic at this time.

As soon as we have more information, we will post an update.
Posted Apr 21, 2020 - 14:22 EDT
Investigating
We are currently investigating several customer reports of network connectivity issues to our cloud service, and are working to determine the source of the issue as soon as possible.

If you contact our support team, please provide your ISP, results of a traceroute to your API hostname, as well as the results of http://ec2-reachability.amazonaws.com/ as that will assist us in our investigation.

Please check back here or subscribe to updates for any changes.
Posted Apr 21, 2020 - 13:27 EDT
This incident affected: DUO5 (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), DUO27 (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), DUO29 (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), DUO22 (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), DUO21 (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), DUO16 (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), DUO14 (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), DUO10 (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), DUO28 (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), DUO20 (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), DUO31 (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), DUO3 (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), DUO13 (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), DUO30 (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), DUO4 (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), DUO57 (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), 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), DUO65 (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), DUO63 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI), DUO62 (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), DUO39 (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), DUO60 (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), DUO45 (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), DUO38 (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), DUO48 (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), DUO36 (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), DUO40 (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), DUO52 (Core Authentication Service, Admin Panel, 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), DUO34 (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), DUO61 (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), DUO42 (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), and DUO35 (Core Authentication Service, Admin Panel, Push Delivery, Phone Call Delivery, SMS Message Delivery, Cloud PKI).