Xero login glitch locks out usersby
Xero this week apologised for a technical problem that blocked them from using the online accounting software for several hours on Tuesday (27 July).
“At approximately 8.45am British Summer Time (BST) on Tuesday 27 July, we became aware that Xero users were unable to log into the Xero platform,” chief customer officer Rachael Powell informed customers via the Xero blog.
“The incident was related to our login platform, where a system used to store and trigger events in the login flow was not operating as expected, and so resulted in failures and errors showing for our customers.”
By 10.15am, AccountingWEB member Arthur Putey had alerted other accountants in an Any Answers post, Xero users unable to login. Those using the Xero app still had to access the system and users who were already logged in were not affected – unless they were automatically logged out after a period of inactivity such as a 30-min lunch break.
Running six-hour commentary
The AccountingWEB community provided a running commentary on the situation for the next six hours:
The Xero Status page provided regular updates during the day and finally confirmed that full service was restored around 4.30pm.
Apologies for inconvenience
In her blog on the outage, Powell commented: “I want to assure you that your data and personal information stored on Xero is secure. I know when these things happen, you may worry about the security of your data. I can assure you that this was not a security issue and no data was compromised.
“Ensuring the stability and reliability of the Xero platform for our customers is our highest priority. We are continuing our investigations to understand more about the cause.”
Xero UK managing director Gary Turner repeated the apology to AccountingWEB: “We regret any incident and take our responsibility seriously. The message from us is that it’s not acceptable.”
The modern world of connected apps increases the user’s dependence on their systems and Turner acknowledged how frustrating it can be when a cloud app like Xero is not available. “But it also makes us more productive compared to the old days when you had the software on your server. People conveniently forget the scheduled downtime with client-server systems and that you had to log out and leave your software behind at the end of the day,” he said.
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