Critical incident

1Password: Device Trust Outage

Affected: Device Trust Authentication Service, Device Trust Authentication Service, Device Trust Checks Server, Device Trust Checks Server, Device Trust Portal, Device Trust Portal, Device Trust API, Device Trust API

Current status of 1Password: Operational — live 1Password status

Timeline

1. Jul 2, 2026, 19:44 UTC
   investigating
   We are aware of an outage of Device Trust and are investigating the issue.
2. Jul 2, 2026, 20:05 UTC
   investigating
   We are continuing to investigate the issue.
3. Jul 2, 2026, 20:12 UTC
   identified
   The issue has been identified and a fix is being implemented.
4. Jul 2, 2026, 20:30 UTC
   resolved
   A fix has been deployed and all services are operational.
5. Jul 11, 2026, 01:05 UTC
   postmortem
   # Incident Postmortem - Device Trust Authentication Outage **Date of Incident:** 2026-07-02 **Time of Incident \(UTC\):** 19:28 - 20:28 **Service\(s\) Affected:** This incident affected: USA/Global \(Device Trust Authentication Service, Device Trust Checks Server, Device Trust Portal, Device Trust API\) and Europe \(Device Trust Authentication Service, Device Trust Checks Server, Device Trust Portal, Device Trust API\). **Impact Duration:** 1 Hour ## Summary On July 2, 2026, 1Password Device Trust experienced an outage lasting approximately one hour, beginning at 19:28 UTC. During this window, all Device Trust services were unavailable and users were unable to authenticate. We have identified the root cause: an internal configuration change to our cloud load balancing infrastructure was applied more broadly than intended which temporarily made a required endpoint unreachable. This was not a security incident and did not involve any third party. The configuration has been corrected, service has been fully restored, and we have implemented additional safeguards to help prevent this type of issue from recurring. ## Impact on Customers * **All Device Trust services were completely unavailable during the 60-minute outage window. Users were unable to authenticate to any Device Trust service, including the authentication portal \(**[**auth.kolide.com**](http://auth.kolide.com)**\), admin console \(**[**app.kolide.com**](http://app.kolide.com)**\), API endpoints, and device server.** * **Number of Affected Customers \(approximate\):** 100% of Device Trust customers * **Geographic Regions Affected \(if applicable\):** US and EU ## What Happened? On July 2, 2026, A configuration change intended to improve the security configuration of an internal service was applied more broadly than intended, affecting a shared network routing component relied on by Device Trust. The change replaced the underlying network infrastructure supporting Device Trust. However, the traffic routing configuration continued to reference the previous infrastructure instead of the newly provisioned resources. As a result, Device Trust authentication endpoints became unreachable. Reverting the change restored connectivity and service. * **Timeline of Events \(UTC\):** * 19:28: Network configuration change applied; Network Load Balancers responsible for routing traffic for Device Trust services became unreachable * 19:30: Automated monitoring detects the outage and triggers alerts * 19:33: Incident is declared at [status.1password.com](http://status.1password.com) * 20:03: Root cause is identified as a load balancer configuration issue * 20:24: Load balancer is recreated with correct configuration * 20:26 Recovery is confirmed for [app.kolide.com](http://app.kolide.com) * 20:28 Recovery is confirmed for [auth.kolide.com](http://auth.kolide.com) * **Contributing Factors \(if any\):** * **Shared component scope not visible during review or validation.** The network infrastructure class affected by the change was shared across multiple services, but this dependency was not documented or surfaced in the change review process. As a result, the pre-production validation, while performed in a lower environment before production rollout, did not cover all dependent services, and the impact on Device Trust was not identified before the change reached production. * **Concurrent diagnostic signals slowed root cause identification.** At the time the outage began, unrelated certificate renewal errors surfaced alongside the network connectivity failure. Investigating both signals simultaneously delayed identification of the network configuration change as the root cause. ## How Was It Resolved? * **Resolution Steps:** Once the source of the outage was identified, engineers reverted the configuration change. The affected network infrastructure was recreated with its original, publicly accessible configuration, restorin

Updates as published by 1Password (original).