Changes / Bitbucket / Users experiencing errors attempting to load Bitbucket
Bitbucket: Major incident: Users experiencing errors attempting to load Bitbucket
Summary
Bitbucket reported a major outage that made the product unavailable for most users, tracked from 2025-07-01 03:03 UTC to 2025-07-01 05:12 UTC (2 h 8 min). An inconsistent network access control list (ACL) rule blocked IP ranges needed for file system access; correcting the rule restored service.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
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After: Users experiencing errors attempting to load Bitbucket
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After: major
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After: postmortem
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After: 2025-07-01 03:03 UTC
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After: 2025-07-01 05:12 UTC
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After: API, Authentication and user management, Email delivery, Git LFS, Git via HTTPS, Git via SSH, Pipelines, Purchasing & Licensing, Signup, Source downloads, Webhooks, Website
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After: We are aware of some users experiencing issues when attempting to load Bitbucket. Our team is investigating with urgency and will provide an update as soon as possible.
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After: We are continuing to investigate issues that are being experienced by users attempting to load Bitbucket.
We apologize for any inconvenience this has caused and we will provide further updates as soon as possible.
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After: Our team has identified a network configuration error that was causing the issues relating to Bitbucket being unavailable for some users. This error has now been rectified. We will continue to monitor services closely. Additional updates will continue to be shared here.
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After: Between 02:36 UTC to 04:45 UTC 1 July 2025, we experienced a network configuration error for Atlassian Bitbucket, resulting in the product being unavailable for most users during this time. The issue has been resolved and the service is operating normally.
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After: **Incident Narrative**
On July 1, 2025, at 02:36 UTC, a service disruption occurred leaving Atlassian customers unable to access Bitbucket. The primary issue was identified as an inconsistent network access control list \(ACL\) rule, which inadvertently blocked certain IP ranges necessary for file system access. This network misconfiguration caused a service outage until the rule was corrected at 04:35 UTC, restoring normal service operations.
**Root Cause**
The root cause of the incident was traced to a network ACL misconfiguration during a routine update. A race condition in the deployment software led to an inconsistent state. This left a gap in network traffic management, disrupting essential services and resulting in inaccessibility of Bitbucket functionalities.
**Mitigators**
To restore service, the team repaired the inconsistent network ACL configuration, recreated the missing network ACL rule, re-establishing connections to the affected file systems.
**Actions**
In response to the incident, we have implemented additional mechanisms to help prevent the inconsistent network configuration and better ensure the expected network ACL rules remain intact, including during deployment.
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: Users experiencing errors attempting to load Bitbucket (this change) Bitbucket reported a major outage that made the product unavailable for most users, tracked from 2025-07-01 03:03 UTC to 2025-07-01 05:12 UTC (2 h 8 min). An inconsistent network access control list (ACL) rule blocked IP ranges needed for file system access; correcting the rule restored service. | Major incident |
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