Articulate 360: Delayed provisioning for users signing in to Articulate 360 with SSO

Incident Report for Articulate

Postmortem

Overview

On May 5th, 2026, between 6:00 PM and May 6th, 2026, 1:30 AM UTC, some customers experienced delays with identity provider (IDP) profile updates. During this time, updates to user profile information through SAML-based sign-ins may have taken longer than expected to appear across Articulate services.

An internal system processing activity with a heavy load was identified as the cause of this incident.

Incident Details and Timeline of Events

Time (UTC)	Event
May 5 6:05pm	Our monitoring detected degraded performance in processing user updates
May 5 7:33pm	An incident response team was assembled
May 5 8:37pm	The cause was identified as a large import of data by our sales team. After canceling the import, we opted to increase our processing capacity to handle the existing event logs
May 6 1:28am	Services returned back to normal operation

What We’re Improving

We’ve already completed several improvements, including:

Increasing processing capacity for high-volume events
Updating internal workflows for increased communication around large imports

Posted May 22, 2026 - 23:52 UTC

Resolved

This incident has been resolved.

Posted May 06, 2026 - 01:40 UTC

Monitoring

We’ve fixed the issue that caused delays when provisioning users through SSO in Articulate 360.

Provisioning is now working as expected. Some users may still notice short delays as systems fully catch up.

We’re continuing to monitor the performance to ensure everything remains stable.

Posted May 05, 2026 - 20:52 UTC

Investigating

We’re investigating an issue that delays provisioning for some users signing into Articulate 360 with SSO.

Impacted users may not see the expected access right away. We’ll share an update as soon as we know more.

Posted May 05, 2026 - 20:08 UTC

This incident affected: Articulate 360 (Account Management).