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Web Central Status Page

Sign-in issues following rollout

Completed
Adam Elliott

We are aware of a number of sites experiencing login errors following our identity server upgrade during this weekend’s rollout. CivicPlus Systems Engineers are investigating this issue and a timeline to resolution and next steps will be provided as soon as available.

Clients unable to login to their CivicEngage Central website should contact CivicPlus Technical Support for assistance.

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Comments

3 comments

Date Votes
  • Adam Elliott
    • Edited

    CivicPlus Systems Engineers have identified the underlying issues and expect to have a resolution deployed by 5pm CST. Customers currently unable to login should expect to see the previous CivicPlus sign-in experience following resolution.

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  • Adam Elliott

    CivicPlus Systems Engineers have restored the ability for all users to login to CivicEngage Central customer websites. Users should now be able to resume normal site usage. An incident report will be posted here within 24 business hours.

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  • Adam Elliott

    Incident Overview

    • Description: 404 error when signing into site using a custom identity provider
    • Scope: Less than 5% of sites affected
    • Duration: Approximately 34 hours, 9.5 hours from first client report to resolution
    • Root Cause: Misconfiguration of platform SSO parameters following rollout of the CivicPlus Single Sign-on experience upgrade.
    • Further Review: Customers that were experiencing issues with the new sign-on experience have been reverted to the previous Single Sign-on experience. We will provide further communication as we resolve the underlying issues and upgrade these sites.

     

    Incident Report

    On Sunday, December 12, 2021 at 5:10 AM CST CivicPlus Systems Engineers completed a planned upgrade of CivicEngage Central’s Single Sign-on experience as part of our communicated release plan.

    On Monday, December 13 at 6:00 AM CST CivicPlus Support received the first client report of an error when attempting to sign-on to their CivicEngage Central website. CivicPlus Systems Engineers investigating the issue discovered that misconfigured site parameters caused a small number of websites to fail to complete the authentication workflow.

    In order to minimize disruption to customer sites, we reverted these sites to the previous CivicPlus Single Sign-on experience until the underlying issues can be resolved. CivicPlus Systems Engineers implemented this change and restored the ability for all users to login.

    We do not anticipate any further issues related to this event and will communicate a plan for upgrading impacted clients to the newest single sign-on experience.

    We apologize for the inconvenience and will investigate what changes we can make to systems or processes to reduce future instances and resolution times.

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Available Templates

No Change Update

CivicPlus Systems Engineers continue to work on resolving this issue as quickly as possible. An update will be added to this post when it is available.

Timeline Identified

CivicPlus Systems Engineers have identified the issue and expect to have a resolution deployed by ESTIMATED TIMELINE (if not a specific date, include business hours / business days clarification).

Fix Implemented

CivicPlus Systems Engineers have applied a fix and have restored service to your CivicPlus Solution. An incident report will be posted here within 24 business hours.

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