Resolve Login Access Denied Errors - Frequently asked questions
Discover solutions to login access denied errors during the June 12, 2024 service incident. Find answers to common questions and troubleshooting tips.
Frequently asked questions
What caused the Zendesk login 'Access denied' errors on June 12, 2024?
The 'Access denied' errors on June 12, 2024, were caused by a new security rule. A firewall rule, which used the request cookie length to block extreme traffic, inadvertently blocked legitimate users from logging in. This was a trial-and-error…
How was the Zendesk login issue on June 12, 2024 resolved?
The login issue on June 12, 2024, was resolved by reverting a problematic firewall rule. This rule, which was intended to block extreme traffic, inadvertently blocked legitimate users due to its reliance on request cookie length. Once the issue…
What was the impact of the Zendesk login issue on June 12, 2024?
The impact of the Zendesk login issue on June 12, 2024, was that a subset of Support users experienced 'Access denied' errors. This occurred between 11:55 UTC and 12:21 UTC, affecting users' ability to log in during that time. The issue was caused…
What steps did Zendesk take to prevent future login issues like the one on June 12, 2024?
Zendesk acknowledged that no preventive remediations could have mitigated the login issue on June 12, 2024. The incident was based on a human decision using the best heuristic available to manage extreme traffic. While the specific firewall rule…
Where can I find more information about Zendesk system status and incidents?
For more information about Zendesk system status and incidents, you can check out their system status page. This page provides current system status information and summaries of post-mortem investigations after incidents have ended. If you have…
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