Resolved, action items in progress.
There were intermittent performance issues for end-users of customers that were using HelloID in West-Europe.
Users that were using HelloID experienced intermittent performance issues for two hours. The problem occurred due to a misconfiguration for polling responses from the Active Directory Authentication. The misconfiguration caused longer wait times that cascaded into longer server response times for all European customers.
Another issue caused the plugin and the mobile app to not load any applications, due to changes to how the end-users language is determined.
To mitigate the longer server response times, we have scaled up our services. We have reconfigured the setting that is responsible for the wait time on the communication between HelloID and the HelloID Agent in Europe. Eventually, the server response time decreased to the correct response time average.
A hotfix for the plugin and mobile app will be released. In this hotfix, we have reverted changes to language determination; the revert will make the plugin and mobile app usable again.
Our support department detected high response times through our monitoring software and via notifications from our customers.
Mitigation – Scaled up our services in Europe
Mitigation – Scaled up our services in America
Resolution – Reconfigured the communication setting between HelloID and the Agent in Europa and America
Resolution – Reverted the change of language determination
Prevention – Add new monitoring on the client-side so that we can measure all response times, and investigate active sessions.