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2022-03-11: Issues authenticating via SAML SSO

Incident DRI

Current Status

It was determined that a software change resulted in failures in single sign on group authentication for people with expired sessions. As we weren't able to roll back, we are reverting this change and will investigate corrective actions.

Workaround

This issue appears to only affect users with expired SAML SSO sessions. To get those users back into GitLab before we deploy a fix for the issue, please have them clear their GitLab cookies (or all cookies) in their browser before trying to authenticate via SAML SSO again.

Summary for CMOC notice / Exec summary:

  1. Customer Impact: Limited impact (< 20 cases reported)
  2. Service Impact: ServiceWeb
  3. Impact Duration: 13:47 UTC - end time UTC ( duration in minutes )
  4. Root cause: RootCauseSoftware-Change [gitlab-org/gitlab!82512 (merged)]

Timeline

Recent Events (available internally only):

All times UTC.

2022-03-10

  • 15:09 - Instigating MR merged

2022-03-11

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Takeaways

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Corrective Actions

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Incident Review
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Customer Impact

  1. Who was impacted by this incident? (i.e. external customers, internal customers)
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  2. What was the customer experience during the incident? (i.e. preventing them from doing X, incorrect display of Y, ...)
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  3. How many customers were affected?
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  4. If a precise customer impact number is unknown, what is the estimated impact (number and ratio of failed requests, amount of traffic drop, ...)?
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What were the root causes?

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Incident Response Analysis

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  5. How did we reach the point where we knew how to mitigate the impact?
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  6. How could time to mitigation be improved?
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  7. What went well?
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Post Incident Analysis

  1. Did we have other events in the past with the same root cause?
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What went well?

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Edited by Daniel Croft