On September 29th, starting at approximately 8:53 AM UTC, we experienced an issue affecting ODC users across multiple regions. Users were unable to preview data in ODC Studio. Despite early suspicions of impact in runtime, our investigation did not find evidence that running applications were actually affected. The issue was detected through customer reports.
Our investigation identified a recent software update related to database authentication as the source of the issue. In certain circumstances, the update caused database authentication to fail when users previewed data in ODC Studio. The conditions that triggered the problem were not present in our earlier test environments, so it was not caught before the update reached production. Rolling the update back restored normal operation, and we are finalising confirmation of the precise mechanism as part of our post-incident review.
Error rates fell sharply from approximately 11:24 UTC, once the fix was applied. Recovery was then confirmed with affected users later that day. We continued to monitor the platform and marked the incident as resolved on September 30th, with no further impact.
To prevent a recurrence, a corrected version of the update has been developed and is being reviewed, and related changes will not proceed until it has been validated.
We apologise for any disruption caused and thank you for your patience.