UiPath Automation Cloud stores the source of truth for all licenses on a centralized server. As our pricing strategy changes, new SKUs are created and added to licenses.
For some of these operations, a maintenance service is used to change licenses. This includes updating the license structure to match new SKUs.
After changes are applied, the effects are propagated to commercial cloud scale units. Changes come in the form of entitlements granted or revoked.
During a maintenance operation, some of the existing SKUs from licenses were accidentally removed. This caused some entitlements to be revoked.
As a result, some customers lost access to Automation Hub, AiCenter, Document Understanding, Communications Mining, Process Mining, and Test Manager between 2024-07-12 13:43 UTC and 2024-07-13 00:09 UTC.
Also, a few other capabilities were lost. These include real-time monitoring in Insights, dashboards in Insights, and a disconnected proxy in Orchestrator.
The impact was only on customer access to the affected services and capabilities. It did not cause any loss of resources or downtime of running workflows.
A bug in our licensing maintenance tool caused the update operation to remove some SKUs from licenses. This caused us to lose access to some services and capabilities.
A few customers reported a loss of capability and UiPath on-call engineers were notified. They confirmed the scope of the outage and updated status.uipath.com.
Our platform team re-enabled affected services, restoring access.
The licensing team re-added the missing data on licenses and fixed the to remaining capabilities that were lost.
To prevent such a situation from happening again, we are changing the way we operate license updates.