Elevated API Errors

Post-incident summary

What happened

After our scheduled release on April 27, a portion of customers encountered an unexpected authentication error page in two narrow scenarios on forms: saving a record that fell outside the current view's filter, and saving on a form that had been idle long enough for a background credential refresh to occur.

Customer impact

Affected users saw a full-page authentication error instead of the expected in-app message or a normal successful save. Refreshing the page allowed work to resume. No customer data was exposed, lost, or modified as a result of this issue.

Root cause

The application periodically refreshes the secure credentials used to authorize requests. A change in this release exposed a latent issue in which certain read requests on form pages continued to use a previously cached credential after it had been refreshed. When that older credential was no longer valid, the request was rejected and a full-page error was shown.

Resolution

We changed how authentication credentials are supplied to the affected read operations so that all requests use the current credential and automatically recover from a just-expired credential. The fix has been deployed and verified.

Preventive actions

• Added automated regression coverage for the "record saved outside the active view filter" flow, including verification that the friendly in-app message — not a full-page error — is shown.
• Added automated regression coverage to confirm that authentication errors from expired credentials are handled transparently without surfacing a full-page error.
• Strengthened internal review practices for shared foundational components that flow into customer-facing releases.
  

We appreciate your patience. If you believe you experienced an impact that has not been resolved, please reach out to support@trackvia.com.