Sign-in failing with “session expired”
Sign-in & customer area
Timeline
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Resolved
Resolved at 22:42 UTC. Duration: 14 minutes. Existing sessions were preserved; only new sign-ins during the window failed.
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Identified
The session store restarted and came back with an empty dataset; every sign-in attempt was being rejected as stale. It has been restored from its snapshot.
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Investigating
Signing in to the customer area fails with a “session expired” message since 22:28 UTC. Already-open sessions are unaffected. Payments and machines are unaffected.
Post-incident review ·
What happened, and what changed
Cause
The session store was restarted during routine patching and its persistence file was on a volume that had not yet been mounted at start-up, so it started empty.
Impact
New sign-ins to the customer area failed for 14 minutes. Open sessions, payments, provisioning and machines were unaffected.
What we changed
- The service now refuses to start if its persistence volume is absent, rather than starting empty.
- Patching of that host was moved into the announced maintenance windows.
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Related pages
- Service statusLive status of every gpuserver.io component and data centre, probed every 60 seconds from five cities, with 90-day uptime and the incident log since 2022.
- Incident historyEvery incident and maintenance window on gpuserver.io since monitoring began in September 2022, month by month, with its timeline and post-incident review.
- Service level agreementThe 99.9% commitment: what counts as downtime, how it is measured from outside, five minutes of term back per minute lost, and the exclusions in full.
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