Incident Report: Connection Error During App Launch
Some users encountered an error in step 9 of the app launch process, which prevented the application from opening.
Cause:
The error was triggered by a brief unavailability of the underlying infrastructure components. As a result, an internal control service of the oneclick platform received incorrect status information about ongoing sessions and, based on this, made an incorrect decision that interrupted the affected connection. In the background, the affected connection requests were incorrectly redirected, which was only noticeable to the user as an error during app launch—without any visible redirection to the login page.
Impact:
Affected users were temporarily unable to launch their application and saw an error message in step 9. No data or sessions were compromised.
Action taken:
The error was not caused by a change resulting from a software update. We have thoroughly analysed the cause and are working on improving error handling at the affected location to ensure that such infrastructure errors do not impact ongoing user sessions in the future.
We apologise for the inconvenience and are available to answer any questions you may have.
