TRAC-2991 RCA – IOT Direct – Intermittent access to Aeris AerPort Portal
Event Start Date/Time (UTC): February 24, 2026 21:15
Event End Date/Time (UTC): February 24, 2026 21:31
Date/Time Reported (UTC): February 24, 2026 21:15
Severity: High
Services Affected: Business Services - Service Portal
Case Number: TRAC-2911
Duration: 15 minutes
Description of Failure:
On February 24, 2026 from 21:15 UTC to 21:30 UTC, all IOT Direct customers were intermittently unable to use the Aerport portal due to an Out Of Memory (OOM) error within the Keycloak service. This caused Aeris AerPort Portal services to intermittently fail in responding to requests due to un successful Keycloak authentication.
Impairment Cause:
The impairment was caused by an Out Of Memory condition in the Keycloak service.
Impairment Resolution:
The impairment was resolved by increasing memory and restarting Keycloak.
Corrective Action Items:
Action 1: Added additional Keycloak pod as part of the scheduled maintenance activity (IOTCHG-7682).
Action 1 Completion Date: March 2, 2026 / Completed.