Changes / Mezmo / Some customers are not able to login to our UI
Mezmo: Major incident: Some customers are not able to login to our UI
Summary
Mezmo reported a major Web App outage preventing some customers from logging in or loading pages from 2021-10-07 17:52 UTC to 2021-10-07 18:46 UTC (53 min). Log ingestion was unaffected; the postmortem attributed the disruption to a major network routing outage at Telia in Europe. All services were operational at resolution.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
Before: not present
After: Some customers are not able to login to our UI
Before: not present
After: major
Before: not present
After: postmortem
Before: not present
After: 2021-10-07 17:52 UTC
Before: not present
After: 2021-10-07 18:46 UTC
Before: not present
After: Web App
Before: not present
After: Some customers are not able to login to our UI. It appears this is due to an incident with our cloud provider Equinix. See their status page https://status.equinixmetal.com/incidents/wgg6kl862tl6.
Before: not present
After: Logins to our UI appear to be working again for all customers. We are monitoring for any further failures.
Before: not present
After: Logins are working for all customers. All services are operational.
Before: not present
After: Start Time: Thursday, October 7, 2021, at 17:52 UTC
End Time: Thursday, October 7, 2021, at 18:46 UTC
Duration: 0:54:00
## What happened:
Our Web UI returned the error message “This site can’t be reached” when some users tried to login or load pages. The ingestion of logs was unaffected.
## Why it happened:
The Telia carrier service in Europe experienced a major network routing outage caused by a faulty configuration update. The routing policy contained an error that impacted traffic to our service hosting provider, Equinix Metal. The Washington DC data center that houses our services was impacted. During this incident the [app.logdna.com](http://app.logdna.com) site was unreachable for some customers, depending on their location.
## How we fixed it:
No remedial action was possible by LogDNA. We waited until the incident from Equinix Metal, our service hosting provider, was resolved.
## What we are doing to prevent it from happening again:
For this type of incident, LogDNA cannot take proactive preventive measures.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Some customers are not able to login to our UI (this change) Mezmo reported a major Web App outage preventing some customers from logging in or loading pages from 2021-10-07 17:52 UTC to 2021-10-07 18:46 UTC (53 min). Log ingestion was unaffected; the postmortem attributed the disruption to a major network routing outage at Telia in Europe. All services were operational at resolution. | Major incident |