RCA - TRAC-3342 - IOT Direct - Intermittent Access to AerPort Portal
Event Start Date/Time (UTC): 17-June-2026 14:30
Event End Date/Time (UTC): 17-June-2026 21:15
Date/Time Reported (UTC): 17-June-2026 14:30
Severity: High
Services Affected: Intermittent Access to Aeris AerPort Portal
Case Number: ZD #177152
Duration: 6 hours 45 minutes
Description of Failure:
On June 17, 2026, at approximately 14:30 UTC, Aeris monitoring systems detected an issue affecting the Aeris AerPort Portal. Aeris engineering teams confirmed intermittent access to the portal for some users.
Impairment Cause:
The Aeris AerPort Portal experienced intermittent access issues due to degraded authentication service performance. This degradation was caused by partial availability of Keycloak pods, with some pods entering a hung state, resulting in intermittent authentication failures and reduced portal access for users.
Impairment Resolution:
The Aeris engineering team restarted all Keycloak pods and performed comprehensive health checks, followed by extended monitoring. After confirming that all pods were fully operational, normal service access to the Aeris AerPort Portal was restored.
Corrective Action Items:
Action 1: Aeris will review the AerPort Portal and Keycloak architecture to identify opportunities for improvement and to enhance overall resiliency and reliability.
Action 1 Completion Date: Q3 2026