[Resolved][EU] LDAP Authentication Issue

Update timeline

1. investigating Oct 20, 2026, 06:53 AM UTC

   We are currently investigating an issue affecting LDAP authentication in the EU environment. Some customers may be unable to log in using LDAP authentication. Our engineering team is working to restore the affected authentication services and investigate the underlying cause. We will provide further updates as more information becomes available.

2. monitoring Oct 22, 2026, 02:02 AM UTC

   The LDAP authentication issue in the EU environment has been resolved following a temporary mitigation, and login functionality is currently operating normally. We are continuing to monitor the situation. Further details about the incident and follow-up actions will be provided in a subsequent update.

3. resolved Oct 25, 2026, 11:38 PM UTC

   Following the temporary mitigation previously reported, a permanent fix was deployed on October 22 to address the issue. The service has remained stable since the fix was applied, with no recurrence of the issue observed. We are therefore closing this incident. We apologize for the inconvenience caused by this incident and for the delay in providing timely updates on the Status Page. We will publish a postmortem with further details about the incident and improvements going forward.

4. postmortem Oct 30, 2026, 08:23 AM UTC

   From around October 16, 2026, an issue occurred with LDAP authentication in the EU environment, affecting users' ability to log in. The issue was resolved at approximately 06:00 UTC on October 20. We became aware of this issue following a report from a customer. Our investigation confirmed that when a connection issue occurred between the authentication service and a related service, the authentication service was unable to properly re-establish the connection, resulting in LDAP authentication remaining unavailable. A workaround was applied to restore the connection and recover the service. As a permanent corrective action, we improved the authentication service so that it can detect this type of connection issue and automatically recover the connection. This fix was deployed as part of the October 22 update. In addition, we identified issues in the communication path for sharing incident information within our organization and with relevant teams. As a result, there were delays in getting the necessary information to the appropriate teams and initiating the response, as well as in providing timely updates to customers through our StatusPage. We sincerely apologize that this resulted in a prolonged impact and that we were unable to keep our customers informed in a timely manner. We take this incident seriously. Although a permanent corrective action has already been implemented, we are taking the following additional steps to minimize the impact should a similar incident occur: * **Enhanced monitoring:** We will strengthen monitoring of the authentication functionality and related system conditions to enable earlier detection of similar authentication issues. * **Improved communication and escalation paths**: We will review our communication and escalation paths between relevant teams so that the appropriate personnel can be notified promptly when an issue is detected, enabling faster investigation and recovery as well as timely updates to our customers. Once again, we sincerely apologize to the customers affected by this incident for the inconvenience and disruption caused. We take both this incident and the shortcomings in our response seriously and remain committed to continuously improving the reliability of our service and our incident response processes.