# Optimizely: Major incident: SSL trust issue causing login failures across multiple DXP environments

**Summary:** Optimizely reported a major SSL trust outage affecting DXP environments in Australia East and East US, preventing affected customers from logging into the CMS management interface or creating/editing content. It lasted 7 h 18 min, from 2026-09-02 08:05 UTC to 2026-09-02 15:23 UTC; Optimizely implemented a fix and confirmed normal service. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-09-02 08:05 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/sq587pqsxm32](https://stspg.io/sq587pqsxm32)
- [Company: Optimizely](https://rewindex.com/company/optimizely.md)
- Versions: before (none: first archived) → after incident\_version:252/7mrkb49zgy70@eaac5d681550
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ SSL trust issue causing login failures across multiple DXP environments
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-02 08:05 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-02 15:23 UTC
```

**6. Added: Affected components**

```diff
+ Australia East, Digital Experience Cloud Service - APAC Region - Australia East, Digital Experience Cloud Service - NA Region - East US, East US
```

**7. Added: Update** (investigating) · 2026-09-02 08:05 UTC

```diff
+ We are currently investigating an SSL trust issue causing login failures across multiple DXP environments and working on mitigating actions. We will provide new updates.
```

**8. Added: Update** (identified) · 2026-09-02 08:51 UTC

```diff
+ We continue investigating login failures affecting some DXP environments. Affected applications may receive a certificate trust error when connecting to our login service. Affected customers cannot log in to the CMS management interface and are currently unable to create or edit content. The issue appears to affect applications running on older OS images and .NET versions earlier than .NET 8. Applications on .NET 8 or later seems not impacted based on the reports. Restarting the web application does not resolve the issue. Our engineering teams are working on a service-side resolution. Impacted regions are still being confirmed. We will continue to provide further updates.
```

**9. Added: Update** (identified) · 2026-09-02 10:26 UTC

```diff
+ We continue to actively work on measures to restore normal operations as quickly as possible. Our investigation has identified a probable root cause, and our team is currently working to resolve it. We are closely monitoring the situation and will continue to provide updates as we make progress. Thank you for your patience and understanding.
```

**10. Added: Update** (identified) · 2026-09-02 11:35 UTC

```diff
+ We are continuing to work on fix for this issue. We will let you know as soon we have new updates. Thank you for your patience!
```

**11. Added: Update** (monitoring) · 2026-09-02 12:15 UTC

```diff
+ A fix has been implemented and we are monitoring the results. Thank for your patience!
```

**12. Added: Update** (resolved) · 2026-09-02 15:23 UTC

```diff
+ The issue has been resolved and the service is now operating normally. Thank you for your patience!
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-09-02 08:05 UTC | Major incident: SSL trust issue causing login failures across multiple DXP environments (this change) | outage |

All Optimizely changes: [timeline](https://rewindex.com/company/optimizely/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/i9a5b50f16363d3 · Markdown: https://rewindex.com/change/i9a5b50f16363d3.md · JSON: https://rewindex.com/api/v1/changes/i9a5b50f16363d3 · Generated 2026-10-18T03:32:19.451Z