On Thursday, November 7, 2024, from approximately 11:51 a.m. to 2:45 p.m. (UTC), some customers experienced delays with user provisioning for the KSAT console.

These issues were caused by a system upgrade, which affected the user provisioning process that detects duplicate users. This process was updated using an outdated software package, and user provisioning became stuck in the pending state. To resolve this issue, the update to this process was rolled back, and the KSAT console returned to normal performance by 2:45 p.m. (UTC).

To prevent this type of issue in the future, we’re implementing additional testing for future system upgrades and we’re adding new monitoring systems for the affected process to ensure a quick response if the user provisioning process gets stuck.

No data loss occurred as a result of this issue.