Unable to Access LastPass

Incident Report for LastPass

Postmortem

Summary

On December 11, 2024, an infrastructure change caused an unexpected load in our core database impacting our customers' ability to login.

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Date

Issue Start Time (UTC): 12/11/2024 4:46 PM (UTC)

Issue End Time (UTC): 12/11/2024 4:55 PM (UTC)

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Products Impacted

All LastPass Products.

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Root-Cause

Following a recent database upgrade, a snapshot caused an unanticipated increase in system load. The increased load resulted in a cascading impact on the database replication task, causing an interruption of service. As a result, the backend services were not able to respond to any request. This resulted in the system being unavailable for a period of 9 minutes.

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Future Preventative Measures

We are committed to enhancing our monitoring process to promptly identify potential issues and address them quickly if needed. Additionally, we are refining our procedures to prevent maintenance tasks from causing unnecessary system load during standard work hours.

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Related issues

N/A

Posted Dec 20, 2024 - 16:25 UTC

Resolved

We have confirmed that the issue has been resolved completely and all systems are 100% operational at this time.

We will conduct an internal investigation of this issue and make appropriate improvements to our systems to help prevent or minimize future recurrence.

Posted Dec 11, 2024 - 16:52 UTC

Investigating

We are actively investigating reports that access to LastPass is intermittently working

Our engineers are working to resolve the issue and will provide another update shortly.

Posted Dec 11, 2024 - 15:58 UTC

This incident affected: LastPass - Australia, LastPass - United States, and LastPass - Europe.