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Europe - Multiple Services - KMS Integration Investigation
Postmortem
Customer Impact
On 11/19/2025 between 9:37 - 10:10 PM UTC, services in the Europe Enterprise region experienced an unexpected interruption that affected Orchestrator, Automation Cloud, Test manager and Studio Web services . In addition, due to an incorrect dependency on data in the EU region, some US customers were impacted. As a result, impacted services experienced delays during sign-in, temporary access interruptions, or intermittent functionality issues. No data loss or long-term instability was observed, and services returned to normal once the configuration was restored.
Root Cause
The interruption was caused by an issue in the automated update process that prepares and rolls out changes to the environment which caused a partial rollback of the environment to an earlier configuration. This resulted in temporary service disruptions for customers with Identity data hosted in the Europe Enterprise region and due to an incorrect dependency on data in the EU region, some US customers were impacted. This fallback to outdated configuration details created inconsistencies that temporarily affected service availability.
Detection
The interruption was detected through automatic alerting systems that monitor the health and availability of services. These alerts notified our teams of unusual activity and enabled them to begin investigating the issue immediately.
Response
Engineering teams identified the incorrect configuration and restored the appropriate settings. Once these were applied, all affected services became fully available again. Additional verification steps were completed to ensure that the environment was stable and functioning as expected.
Follow up
To strengthen reliability and prevent similar incidents in the future, we have implemented the following actions:
- Enhanced monitoring to detect early signs of incomplete update steps in deploy process.
- Strengthened review and approval procedures for all environment configuration changes.
- Ensure the data dependency is corrected so that an EU outage does not impact Non Europe customers.
- Improved overall update, rollout, and database migration processes to reduce the risk of inconsistencies.
- Strengthened configuration management practices to ensure that all settings used across environments remain accurate, consistent, and up to date.