Far too many of our users are finding themselves unable to login with error shown

[rachellawson]

Is it just our organisation that is suffering from lots of our users finding themselves unable to login, with the following error?

It is affecting way too many of our users now and having a detrimental effect upon confidence in the platform.

Can we get a full explanation of what’s happening?

[aikoii]

Hey @rachellawson ! I'm sorry you're experiencing this issue. Let me check with our team. In the meantime, could you let me know for which users this is happening?

[taszap]

Hi Rachel, thanks for sharing Taylor's example. It helped us narrow down the issue and will run a fix now which should prevent this happening in the future. I will share more details over email!

[rachellawson]

Ah that's awesome! I'm glad we will have something to explain what happened.
Seriously, it means a lot to be able to explain why things were happening.

[rachellawson]

Thanks so much for the email with a full explanation of what was causing the issue. It was genuinely interesting and helps me to rebuild confidence back with our users and leadership.

I recommend you also share it here - it is always good to show why things have happened and how they have been mitigated against in the future.

Good job, all!

[anvidocs]

We are experiencing the same thing! I have reached out to Gitbook support and am still waiting on a response. What was the response over email and is there a resolution yet?

[aikoii]

Hey, @anvidocs! Apologies for the wait! I'm looking into it 🙏 Also, I don't think your case is similar to what Rachel experienced

[taszap]

Sharing the response I have shared with Rachel for transparency (the issue is resolved)

Thanks for your patience while we investigated. By sharing Taylor's example with us, you helped us pick up the error that was causing this.

Tl:dr
We had a rare issue which is some cases led to errors on the computation of those permissions, leading to all the members in the group to have invalid permissions (potentially all of them) not able to access the app. When changes are made to permissions in the org, on some conditions, this triggers a computation of the permissions for multiple members in the org (new team created, or team receives added permissions, etc…) which is why it affected many users in your org.

We shipped a fix on Monday [4th of September] for this but this didn't necessarily recompute all the permissions for all your users which is why you still could have experienced issues.

My colleague has just recomputed the access for all your users which means we should not hopefully have this problem moving forward.

Please let me know if you have any additional questions.

[sidnb13]

Still experiencing this issue, but I am not part of a team/organization and am on the free tier. Any solutions?

[aikoii]

Hey @sidnb13, I'm sorry for the trouble you've been experiencing 🙏. There could be multiple reasons why you're encountering this issue. Most of the time, clearing the cookies and local data in your browser can be helpful.

Could you send a HAR file for us the next time the error pops up and describe the exact steps you took leading up to the error? A screen recording would be super helpful. Please feel free to send us the information at [email protected].

[taszap]

Hi everyone!

As this thread evolved to report of many cases where the user is locked out, which can be unrelated I will lock this discussion.
If you experience issues we encourage you to contact us at [email protected] with more information. This will ensure you get timely help.