2023-September-20 Resolved Service Incident

Dates:

Wednesday September 20th 2023, 09:39 - 15:38 UTC

What happened:

Sauce Connect users could not load their websites behind Sauce Connect tunnels until they closed a pop-up informing them, "Your connection is not private”.

Why it happened:

Windows virtual machines did not import the certificates needed to run tunnels properly due to a change in how they were stored on the virtual machine. A startup script references several locations to load certificates from, and not all of them were updated to reflect the new location on the virtual machine. 

How we fixed it:

The startup script was updated to reflect the new certificate locations. 

What we are doing to prevent it from happening again:

We reviewed the tunnel startup code across all platforms to ensure no other areas referenced the old locations. We also added unit tests that check whether there is a mismatch between where the certificates are stored and their references in the startup script.