Overview
On December 3, 2025, our identity provider experienced an unexpected service disruption that affected Articulate’s login systems. During this period, customers were unable to sign in or access features that rely on authentication. The issue originated from an outage within a feature of our identity provider related to custom domain handling. Once identified, our team implemented a mitigation to bypass the affected path and restore stable access.
Incident Details and Timeline of Events
The following timeline summarizes the key moments of the incident at a high level.
Impact:
- Customer login to Articulate services
- Access to products and administrative account functionality
- Authentication-dependent actions across multiple areas of the platform
Timeline
- December 3, 2025 07:21 UTC — First wave of authentication errors identified
Monitoring systems alerted the team to errors related to login, users were unable to authenticate. Our Identity provider confirmed outage on their end.
- December 3, 2025 08:13 UTC — Issues with identity provider resolved
No new errors were detected and full recovery was observed.
- December 3, 2025 13:08 UTC — Issues with identity provider return
Monitoring systems alerted the team to further login issues, users were unable to authenticate. Full outage status was posted.
- December 3, 2025 14:00 UTC — Dependent identity system features identified as the root cause
With the help of support from our identity provider, issues with specific features were diagnosed as the root cause of our authentication issues. A mitigation was identified and implementation began.
- December 3, 2025 14:53 UTC — Mitigation applied, services recover
Our mitigation was applied to our platform and full recovery was observed.
- December 3, 2025 17:23 UTC — Identity provider reports recovery
Our identity provider reported full recovery on their end, we formally resolved our outage status.
What We’re Improving
- Reducing dependency on affected identity system features
To eliminate the risk associated with this type of upstream outage, we are in the process of phasing out our use of the impacted feature with our identity provider.