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2020-February-21 Service Incident
Incident Report for Sauce Labs US West Data Center


Friday February 21st 12:36 am - 05:54 am PT

What happened:

Extended Team Management customers were unable to start new Sauce Connect tunnels originating in our San Jose, CA datacenter during the affected period.

Why it happened:

A configuration change broke communication between two services. The change affected all Extended Team Management users attempting to create new Sauce Connect tunnels. As a result of the configuration change, our internal tunnel monitoring failed to alert us to this condition.

How we fixed it:

We corrected this issue by reverting to the previous stable service version immediately after detecting a problem. This resulted in the rapid recovery of the system.

What we are doing to prevent it from happening again:

Additional monitoring is being put in place to consistently validate new tunnel connections for Extended Team Management users.

Posted Feb 26, 2020 - 16:10 PST

We have taken remedial action. Sauce Connect tunnels are starting normally and all services are fully operational.
Posted Feb 21, 2020 - 05:58 PST
Sauce Connect tunnels are not starting in our US-West data center. We are taking remedial action.
Posted Feb 21, 2020 - 05:45 PST
This incident affected: Sauce Connect (Sauce Connect VM).