# Twingate: Controller downtime

- Impact (vendor’s label): critical
- Status: postmortem
- Started: 2021-07-29 15:15 UTC · Resolved: 2021-07-29 17:00 UTC · Duration: 1.8 h
- Updates: 5 · Affected components: Connector Heartbeat, Twingate Controller
- [Vendor status page: https://stspg.io/qnlyrpzf8d2w](https://stspg.io/qnlyrpzf8d2w)
- [Company: Twingate](https://rewindex.com/company/twingate.md)

## Timeline of updates

- **identified** 2021-07-29 15:15 UTC: We've identified the issue, which is being caused by excessive memory usage on our infrastructure.
- **monitoring** 2021-07-29 15:17 UTC: We're resolved the immediate issue by adding additional processing capacity and increasing memory limits on our controller infrastructructure.
- **monitoring** 2021-07-29 16:00 UTC: The system is now confirmed as fully operational. We are working on an incident report and taking steps to ensure that this issue will not happen in the future.
- **resolved** 2021-07-29 17:00 UTC: This incident has been resolved.
- **postmortem** 2021-07-30 00:57 UTC: \*\*Components impacted\*\* Controller \*\*Summary\*\* The controller was unavailable to service new authentication requests from approximately 15:17 to 15:19 UTC. The result was that during this period of time, new connection requests were rejected. Existing connections were not impacted. At the end of the outage period, normal service resumed with no remediation required. \*\*Root cause\*\* Leading up to the start of the outage period, automated monitoring alerted us to spikes in memory usage. At approximately 15:16 UTC we introduced a change to our cluster that was intended to increase memory availability. At approximately 15:17 UTC as this change was rolled out, it had the unintended consequence that resulted in a decrease in service availability, with the resulting rejection of most requests. \*\*Corrective actions\*\* At 15:18 UTC, seeing the decrease in service availability, we reverted the change and simultaneously made additional hardware available to the cluster. Normal service resumed approximately 45 seconds later as the change propagated. Looking ahead, we plan to: 1. Investigate introducing decoupling between inbound requests and our backend as the likely cause of the memory spikes that triggered the change that caused the outage.

## Rewindex changes for this incident

- 2021-07-29 15:15 UTC: [Critical incident: Controller downtime](https://rewindex.com/change/ie79251a4107dd6.md)


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Canonical: https://rewindex.com/company/twingate/incidents/3lwhg93ykyd6 · Markdown: https://rewindex.com/company/twingate/incidents/3lwhg93ykyd6.md · JSON: https://rewindex.com/api/v1/companies/twingate/incidents/3lwhg93ykyd6 · Generated 2026-10-19T21:10:46.158Z