ChangesTwingateTwingate Service Incident
Twingate: Critical incident: Twingate Service Incident
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 Incident
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After: critical
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After: postmortem
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After: 2026-05-28 09:25 UTC
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After: 2026-05-28 17:27 UTC
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After: Authentication - Enterprise, Authentication - Social, Authorization, Connector Heartbeat, Control Plane - Authentication - Enterprise, Control Plane - Authentication - Social, Control Plane - Authorization, Control Plane - Connector Heartbeat, Control Plane - MFA, MFA
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After: We are currently investigating this issue.
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After: We are continuing to investigate this issue.
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After: We are continuing to investigate this issue. We have narrowed the scope of the issue to Control Plane - Authorization.
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After: We are continuing to investigate this issue. We are seeing recovery and have updated the Control Plane - Authorization status to partial outage.
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After: The issue has been fixed. We are still working with cloud provider on root cause.
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After: We're continuing to work with our cloud provider to identify the root cause.
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After: We're continuing to work with our cloud provider to identify the root cause.
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After: We are currently awaiting the completion of our cloud provider’s investigation into the issue.
In the meantime, we continue to closely monitor the system, and all service metrics have returned to normal operating levels.
At this time, we are closing this incident. We will publish a comprehensive incident report as soon as it becomes available.
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After: # Incident Report – Authorization Service Degradation
## Components Impacted
Control Plane – Authorization Service
## Summary
On May 28, 2026, between 10:00 UTC and 12:30 UTC, Twingate experienced a degradation of its Authorization service that affected approximately 15% of active connections at peak impact.
During the incident, authorization requests experienced elevated network latency. As request processing times increased, the Authorization service's effective capacity to handle incoming traffic was reduced, resulting in elevated error rates and intermittent authorization failures for a subset of customers.
Twingate operates the Authorization service across multiple cloud regions in an active-active configuration. While the platform remained available throughout the event, the combination of increased request latency and reduced service capacity led to customer impact until additional capacity was provisioned and service performance stabilized.
## Root Cause
The incident was triggered by elevated network latency affecting communication paths used by the Authorization service. As requests took longer to complete, individual service instances were able to process fewer requests than normal.
This reduction in throughput exposed a limitation in our auto-scaling configuration, which primarily relied on CPU utilization to determine service capacity requirements. As request-processing workers spent more time waiting on network operations, CPU utilization declined even as request latency increased. As a result, the service scaled down during a period of elevated request latency, reducing available capacity and amplifying customer impact.
Recovery efforts were further complicated by an unusually high rate of spot instance preemptions in two regions, which reduced available compute capacity during stabilization.
## Resolution
Engineering teams mitigated the incident by manually increasing Authorization service capacity and expanding available cluster resources. As additional capacity came online, request latency and error rates returned to normal levels and service performance fully recovered.
## Corrective Actions
### Completed
* Increased the baseline capacity of the Authorization service by raising the minimum number of service instances.
* Increased baseline node capacity across affected Kubernetes clusters.
* Implemented additional rate controls for unusually large authorization requests to better protect overall service availability during periods of elevated load.
### In Progress
* Rebalance spot and on-demand node capacity to reduce sensitivity to spot instance interruptions.
* Enhance auto-scaling policies to incorporate latency and service performance metrics in addition to CPU utilization.
* Expand monitoring and alerting to better detect conditions where request latency increases while resource utilization decreases.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
Thursday, May 28
1 incident change
- CriticalCritical incident
Twingate Service Incidentthis change