Salesforce Authentication is not working as expected

Incident Report for Clari

Postmortem

On November 12, 2024 at 7:14 PM UTC, Google released an update to their Chrome Browser (version 131) that was found to be incompatible with a dependency that Groove uses for HTTP requests. This caused a temporary disruption impacting the Groove Webapp, Groove Chrome Extension, and Groove Outlook Add-in Webapp. The Groove Outlook Add-in Desktop app remained unaffected.

Resolution

On November 13, 2024 at 1:22 AM UTC, the issue was addressed by updating the identified conflicting dependency. This update restored functionality for the Groove Webapp and Groove Outlook Add-in Webapp. No user data was at risk or damaged by this incident.

Next Steps for Chrome Extension Users

For Groove Chrome Extension users, we request that you update to the latest version (2024.11.12.35033) to ensure full functionality. The publication of this version was first made available on November 13, 2024 at 7:08 AM UTC. Please check your browser extension settings or contact support if assistance is needed.

We apologize for any inconvenience caused and appreciate your patience during this time. Thank you for your continued support.

Posted Nov 14, 2024 - 18:14 UTC

Resolved

We have confirmed the issue has been resolved for the impacted users. A summary of the incident will be posted within the next three US business days.

For users using the Groove Chrome Extension and are still experiencing the issue, please update to the version: 2024.11.12.35033.

Posted Nov 13, 2024 - 13:56 UTC

Monitoring

We have resolved the issue for the Groove Webapp. We have submitted a fix to the Chrome Extension Webstore and are awaiting approval of the fix. If you’re still seeing problems within Groove Extension, it may take up to 48 hours to receive the latest Groove Extension version. We will provide an update once the extension is published.

Posted Nov 13, 2024 - 00:08 UTC

Update

We are continuing to work on a fix for this issue.

Posted Nov 12, 2024 - 22:17 UTC

Identified

We’re investigating an issue with the Groove Chrome Extension, Dialer, and Web App where users are having issues connecting Salesforce. We have narrowed the root cause to the latest Chrome version that was released today and do not recommend customers upgrade to version 131 at this time. Our team is actively working on a fix.

Posted Nov 12, 2024 - 21:50 UTC

Investigating

We are currently experiencing an issue where users are unable to authenticate to Salesforce. Users may see a white screen when being redirected to the Salesforce Login page and/or unable to sign in. Our engineering team is actively investigating.

Posted Nov 12, 2024 - 21:02 UTC

This incident affected: Groove (Groove Dialer, Groove webapp, Groove Extension, Outlook Add-in).