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2020-February-22 Service Incident
Incident Report for Sauce Labs US West Data Center
Postmortem

Dates:

Saturday February 22 10:03 - 13:58 PT

What happened:

Saucelabs.com, app.saucelabs.com, UI, REST API, Sauce Connect tunnels and Automated Tests in our San Jose, CA datacenter were all offline.

Why it happened:

An internal service that secures communications inside our Kubernetes server stopped working.

How we fixed it:

We redeployed new certificates which re-enabled the required communications.

What we are doing to prevent it from happening again:

We are undertaking a complete audit of all platforms to identify any other certificates that are due to expire. We are also implementing monitoring and alerting around certificates within all platforms to prevent this issue from recurring in the future.

Posted Feb 27, 2020 - 11:32 PST

Resolved
Tests, tunnels and UI are running again. All services are now fully operational.
Posted Feb 22, 2020 - 13:58 PST
Monitoring
Our engineers have identified root cause and our services are recovering. We will continue to monitor closely.
Posted Feb 22, 2020 - 13:35 PST
Update
Automated tests are also affected and can't be started. We continue to take remedial action.
Posted Feb 22, 2020 - 12:16 PST
Update
In addition to our UI, REST API and Sauce Connect tunnels are not responding. We continue to investigate.
Posted Feb 22, 2020 - 11:47 PST
Investigating
saucelabs.com and app.saucelabs.com are not available. We are investigating.
Posted Feb 22, 2020 - 11:41 PST
This incident affected: Web Interface (Sauce UI, Analytics, saucelabs.com), REST API (REST API VMs), Sauce Connect (Sauce Connect VM), and Automated VM Testing (Automated PC Testing, Automated Mac Testing, Automated iOS Simulator Testing, Automated Android Emulator Testing).