Multiple Services Inaccessible in Europe Region

Customer impact

On November 05, 2025, between 05:45–08:45 UTC, a subset of customers in the Europe region experienced temporary service disruptions affecting access to multiple UiPath services.

Root cause

The issue originated from an older version of UiPath Assistant Desktop, which contained a code defect causing it to send multiple duplicate requests to an internal UiPath service responsible for managing customer Organization and Tenant information.

This service, in turn, propagated duplicate calls to the Authorization Service—the system that determines visibility of the services and tenants that are available to users, based on their permissions. Additionally, another component within the request routing layer was configured to automatically retry failed requests, which further amplified internal traffic toward the Authorization Service.

These combined behaviors caused a request amplification effect, where a single user request resulted in multiple redundant calls cascading through the system.

At the onset of the incident, the Authorization Service hosts handling traffic in the Europe region were marked unhealthy within approximately 60 seconds of each other, triggering automatic restarts through self-healing logic. The repeated restarts then initiated a retry storm, sustaining high CPU utilization and overwhelming all Authorization Service hosts. This resource exhaustion led to service degradation and access failures across dependent UiPath services throughout the incident window.

Detection

The issue was detected within 20 minutes via high-severity alerting mechanisms. It was promptly classified and declared a high-severity incident.

Response

The engineering teams immediately investigated request failures and identified elevated error rates within the Authorization Service.

Key mitigation steps include:

• Scaling up Authorization Service hosts to handle increased load.
• Disabling the Tenant Trimming feature in the impacted sub-part of Europe region to reduce dependency calls and stabilize the service.

These actions successfully mitigated the impact and restored normal service operation.

Follow-Up Actions

This issue has reoccurred for another group of customers, with a root cause similar to the this incident. Please refer to [incident LINK] for detailed follow-up actions.

We understand that our customers have been impacted, and we are committed to making sure this does not happen again.