S2- Eptura Engage - Users are unable to log in to Engage when accessing the web application via xyz.condecosoftware.com/master.aspx URL, as the page redirects them to a logout screen.

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Type of Event:

S2 - Eptura Engage - Users are unable to log in to Engage when accessing the web application via xyz.condecosoftware.com/master.aspx URL, as the page redirects them to a logout screen

Services/Modules Impacted:
Eptura Engage Web Application

Issue Summary/Background:
Eptura Engage Web Application — Login attempts made using bookmarked or redirected URLs (e.g., xyz.condecosoftware.com/master.aspx). Logins using the root URL (xyz.condecosoftware.com) were not impacted.

Root Cause:

During the Evergreen update applied over the weekend of 30–31 August 2025, a security configuration change was introduced to strengthen login controls. This update restricted logins to only the root URL. As a result, users attempting to log in via bookmarked or redirected URLs were redirected to a logout screen instead of reaching the login page.

Remediation:

Engineering developed and validated a configuration fix that restored login support for non-root URLs. The fix was rolled out globally on 1 September 2025, after successful testing in a controlled environment. Customers confirmed that login functionality was restored once the rollout was complete.

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Timeline (Timezone):

31 August 2025
23:14 UTC – First customer reported login issues when accessing Engage via a bookmarked URL.
23:58 UTC – Support escalated the issue to CloudOps for investigation.

01 September 2025
02:32 UTC – Ten customer cases confirmed with the same login failure symptoms.
04:48 UTC – Severity officially updated to S2 due to increasing customer impact.
05:00 UTC – Status Page created with initial outage details and guidance to access via the root URL.
06:28 UTC – Engineering team engaged to assist in root cause analysis.
06:45 UTC – Engineering identified a configuration change as the cause and provided a fix. The fix was tested successfully in a customer UAT environment.
09:52 UTC – Engineering confirmed the configuration fix could be safely deployed in bulk across environments.
11:30 UTC – CloudOps initiated the global deployment of the fix.
16:10 UTC – Global deployment completed; login functionality restored for bookmarked and redirected URLs.

02 September 2025
10:55 UTC – Status Page updated to “Resolved” following confirmation that normal login access had been fully restored.

Total Duration of Event:

16 hours 56 minutes

Preventive Actions:

To prevent recurrence, Eptura is implementing the following improvements:

• Enhanced release communication – All changes with potential customer impact will be documented and highlighted in release notes.
• Extended testing coverage – Login scenarios for both root and non-root/bookmarked URLs will be included in test suites.
• Change review enhancements – Product, Engineering, and Support will jointly review security and configuration changes to assess customer impact before release.
• Updated customer guidance – Documentation will be updated to clarify recommended login methods and best practices for bookmarking.