# Matillion: Major incident: Customers receiving Authentication failed messages upon login attempts

**Summary:** Matillion reported a major Hub login outage starting 2026-09-01 17:03 UTC, resolved at 2026-09-01 17:55 UTC after 52 min; the support portal was also affected. New tokens could not be issued after hitting the global token limit; Matillion attributed widespread permission-check failures to an out-of-memory event triggered by a Permission Service deployment. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-09-01 17:03 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/8p6nvzdw278n](https://stspg.io/8p6nvzdw278n)
- [Company: Matillion](https://rewindex.com/company/matillion.md)
- Versions: before (none: first archived) → after incident\_version:151/zmkhmr46x7rv@aadaca01b22d
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Customers receiving Authentication failed messages upon login attempts
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-01 17:03 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-01 17:55 UTC
```

**6. Added: Affected components**

```diff
+ Hub
```

**7. Added: Update** (investigating) · 2026-09-01 17:03 UTC

```diff
+ We are currently investigating this issue.
```

**8. Added: Update** (identified) · 2026-09-01 17:10 UTC

```diff
+ We are currently experiencing an incident where the Permission service deployment errored out in Production. Users attempting to log in are impacted as new tokens cannot be issued due to hitting the global token limit. The Matillion support portal is also affected. The team is actively investigating the root cause.
```

**9. Added: Update** (resolved) · 2026-09-01 17:55 UTC

```diff
+ Root Cause: The deployment of a Permission Service triggered an out of memory (OOM) event which led to widespread permission check failures across the product.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-09-01 17:03 UTC | Major incident: Customers receiving Authentication failed messages upon login attempts (this change) | outage |

All Matillion changes: [timeline](https://rewindex.com/company/matillion/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i8e117599adff22 · Markdown: https://rewindex.com/change/i8e117599adff22.md · JSON: https://rewindex.com/api/v1/changes/i8e117599adff22 · Generated 2026-10-18T02:29:13.603Z