On November 25th, around 11:15 UTC, we experienced an issue affecting Personal Editions, resulting in users being unable to log in and consistently seeing the error “Incorrect username or password (OS-UAUC-60004)” despite using valid credentials in the regions of US East (Ohio), Europe (Ireland), and Asia Pacific (Singapore). Normal service was restored by approximately 17:00 UTC the same day.
The incident was caused by an issue in provisioning that led Personal Editions to not have the built-in community provider configured as an Identity Provider. This resulted in the login failures when users attempted to access their Personal Editions.
To prevent new occurrences, the provisioning logic was updated to treat a similar empty response as an error, triggering an internal alert and preventing affected environments from being handed out as ready-to-use. Additionally, a targeted reconfiguration job was run to correctly apply the required identity provider to all impacted Personal Editions, which restored normal login functionality