Eptura Hippo detailed Root Cause Analysis | Sept 23 2025

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Description:

Hippo Secure Login Greyed Out

Type of Event:

Functionality issue

Services/Modules impacted:

Add services/modules impacted: Secure Login

Timeline:

Sept 23rd 2025 7:12am – Customers began reporting being unable to login
Sept 23rd 2025 7:12am – JIRA created/Status Page Updated
Sept 23rd 2025 7:14am – Engineering restarted restarted the hippo-prd-cmmsService and hippo-prd-cmmsService-ca services to resolve the issue
Sept 23rd 2025 7:41am – Engineering conducting further investigation to identify the core issue.
Sept 23rd 2025 9:46am –  Issue resolved

Total Duration of Event:

2.25hrs

Root Cause:

An ongoing memory leak in the service that builds up over time leading to performance issues. A regularly scheduled service restart did not occur on schedule.

Remediation:

To resolve the issue we restarted the hippo-prd-cmmsService and hippo-prd-cmmsService-ca services to resolve the issue.

Preventative Action:

We’re committed to preventing similar issues in the future and will continue investigation to better understand the root cause. This will help us implement better monitoring and more robust procedures to ensure reliability and stability of our services.