10:40 UTC | 03:40 PT
We are happy to report that the issue causing 401 Errors in Zendesk Sell has now been fully resolved. Thank you for your patience and understanding!
14:32 UTC | 07:32 PT
Our teams have isolated the issue causing the 401 errors and is limited to Chrome v90 on accounts that have Chat APP enabled in Sell. As a temporary workaround please try a different browser. We will update this channel as we progress towards a fix
13:40 UTC | 06:40 PT
The issue affecting Sell users is still being investigated by our team. As a workaround we suggest using a different browser temporarily. We will update you as the process is moving forward.
11:06 UTC | 04:06 PT
There is still an issue for Sell users on POD 13 and our team is actively searching for the root cause. We will keep updating you on the progress.
09:55 UTC | 02:55 PT
The investigations to find the cause affecting Sell users on POD 13 are ongoing, and we will update you on the progress in 60 minutes
08:56 UTC | 01:56 PT
Our team is actively working on the issue affecting Sell users being disconnected on POD 13, we will keep you informed on the progress in the next 60 minutes
08:24 UTC | 01:24 PT
Our team is continuing to investigate issues where Sell users on POD 13 are getting logged out. Next update in 30 minutes.
07:38 UTC | 00:38 PT
We have received reports of users on POD 13 being logged out from their Sell accounts. We are currently investigating the cause.
During this incident, some Sell users who updated Chrome to version 90 were signed out about a minute after sign-in. The problem was caused by the lack of an attribute on the Zendesk Shared Session cookies which are captured by Sell and associated with a special proxy, which allows Sell frontend to make authenticated calls to Zendesk APIs. A code fix was deployed to add the attribute which resolved the issue. In order to prevent this from happening again in the future, we've rolled out a code fix and will be implementing additional monitoring for 401 errors.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.