ChangesTwingateTwingate Service Down
Twingate: Critical incident: Twingate Service Down
Summary
Summary pending. The diff below shows exactly what changed.
Incident page: the full timeline of updates
What changed
Struck in red is what Twingate removed; blue is what they added. Muted text is unchanged context.
Before: not present
After: Twingate Service Down
Before: not present
After: critical
Before: not present
After: postmortem
Before: not present
After: 2025-05-28 20:53 UTC
Before: not present
After: 2025-05-28 21:32 UTC
Before: not present
After: 3rd Party Integrations, Admin Console, Authentication - Enterprise, Authentication - Social, Authorization, Client Log Upload, Connector Heartbeat, Control Plane - Authentication - Enterprise, Control Plane - Authentication - Social, Control Plane - Authorization, Control Plane - Connector Heartbeat, Control Plane - MFA, DNS Filtering Dashboards, Identity Providers Sync, Management - 3rd Party Integrations, Management - Admin Console, Management - Client Log Upload, Management - DNS Filtering Dashboards, Management - Identity Providers Sync, Management - Network Dashboards, Management - Public API, Management - Realtime Updates, MFA, Network Dashboards, Public API, Realtime Updates
Before: not present
After: The issue has been identified and a fix is being implemented.
Before: not present
After: A fix has been implemented and we are monitoring the results.
Before: not present
After: This incident is resolved now. We'll provide a post-mortem as soon as we have details.
Before: not present
After: ### **Incident Duration**
**UTC Time**: May 28, 2025, from **20:45 to 21:14** \(29 minutes\)
### **Components Impacted**
**Control Plane Services**
* Authentication \(Enterprise & Social\)
* Multi-Factor Authentication \(MFA\)
* Authorization
* Connector Heartbeat
**Management Plane Services**
* Identity Provider Sync
* Public API
* Admin Console
* Real-Time Updates
* Client Log Upload
* 3rd Party Integrations
* Network Dashboards
* DNS Filtering Dashboards
### **Summary**
On May 28, 2025, Twingate experienced a service disruption that impacted multiple core services for approximately 29 minutes. The issue stemmed from a misconfiguration introduced during a rollout that updated routing rules in our global load balancer.
A new routing rule was unintentionally prioritized, resulting in most API traffic being directed to a single backend. This overwhelmed the target service, leading to elevated error rates. Lower environments did not expose this issue due to their reduced traffic levels.
The incident was promptly detected and the rollback was initiated quickly. However, recovery was delayed due to infrastructure dependencies that also relied on affected components. A manual intervention using local tooling ultimately restored service.
### **Root Cause**
A routing misconfiguration caused a traffic imbalance that overwhelmed a backend service, leading to widespread API failures.
### **Resolution Timeline**
* **20:45 UTC** – Incident begins. API traffic misrouted.
* **20:48 UTC** – Incident detected and triage begins.
* **20:52 UTC** – Rollback initiated.
* **21:05 UTC** – Automated rollback process encounters delays.
* **21:09 UTC** – Engineers execute manual fix.
* **21:14 UTC** – Services fully recovered.
### **Corrective and Preventative Actions**
### **Short-Term \(Completed\)**
* ✅ Routing rule corrected.
* ✅ Alerts added to detect backend traffic anomalies in lower environments.
* ✅ Improved resource scaling thresholds.
### **Mid-Term \(In Progress\)**
* ⚙️ Decouple infrastructure tooling from service dependencies to ensure faster recovery options.
### **Long-Term \(Planned\)**
* 🔄 Introduce backend sharding to isolate customer workloads and reduce incident impact.
We sincerely apologize for the disruption and are taking actions to improve our systems' resilience. We appreciate your continued support and trust.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
Wednesday, May 28, 2025
1 incident change
- CriticalCritical incident
Twingate Service Downthis change