DAT Solutions Internal

Updates

• Jun 24, 2026 7:55 AM PDT

  Users are unable to sign in. They're getting a "Your user account is not associated with any carriers." message.

  A couple examples:
  Carrier MC 158069 sapatel@duprelogistics.com (Broker / Carrier on Safer and active)
  Carrier MC  494689 naaf@nalogistics.com (CARRIER on safer and active) Here’s how the incident was resolved according to the report:

  • Resolution status: Mitigated
  • Mitigation timestamp: 2026-06-24 08:51:38 MDT
  • Scope: The impact appeared limited to Ryder Private Load Board (PLB) users; no broader TT platform outage was observed.
  • What happened (summary): Users were unable to sign in with the error “Your user account is not associated with any carriers.” The leading theory tracked to post-authentication: users obtain an auth/Auth0 token, but the subsequent hydration of user data fails when calling back into Smart Capacity, causing the system to fail to associate the user with their carrier.
  • What was done to mitigate:
    • Logging for the post-authentication workflow was being enhanced to gain visibility into the root cause.
    • The team updated customers via the Statuspage.
    • Considered bypass strategies (e.g., bypassing the API path and validating against scapi directly) and examined gateway/auth behavior and the post-auth user hydration path as part of the investigation.
  • Current status and next steps:
    • The incident was marked as mitigated, but a definitive root cause fix had not been documented in the report.
    • Investigation continues with next steps including confirming the failing component, scope, any recent changes, and likely fix paths.
    • Actions items were created (PIR document completion, capture current impact, schedule Post-Incident Review) to formalize follow-up.

  If you want, I can pull out a concise RCA-ready summary or help schedule a Post-Incident Review and capture the detailed timeline and root-cause hypotheses.

  Resolved
• Jun 24, 2026 7:51 AM PDT (3 minutes earlier)

  Users are unable to sign in. They're getting a "Your user account is not associated with any carriers." message.

  A couple examples:
  Carrier MC 158069 sapatel@duprelogistics.com (Broker / Carrier on Safer and active)
  Carrier MC  494689 naaf@nalogistics.com (CARRIER on safer and active) Short answer: The incident has not been fully mitigated yet. The report shows ongoing investigation and containment steps, not a completed remediation.

  What mitigations/containment actions are visible:
  - Scoped impact to Ryder PLB users (not the broader TT platform), and adjusted severity from SEV1 to SEV2 as impact was being validated.
  - Statuspage/customer communications updated to reflect the incident.
  - Post-authentication flow is being observed more closely by improving logging to understand where the failure occurs (post-auth user hydration).
  - The team is validating the authentication path by comparing API gateway behavior vs direct SCAPI calls, to isolate where the failure happens.
  - An immediate hypothesis being evaluated: after login and token issuance, the post-auth hydration to associate the user with carrier data is failing, causing Auth0 to not complete the user association.
  - Ongoing checks of gateway/auth behavior and the post-auth hydration path are being conducted before determining a fix.
  - Administrative follow-ups are in place (PIR doc update, capture current impact, schedule Post-Incident Review).

  What’s missing (i.e., what would constitute mitigation/resolve):
  - A confirmed fix or workaround implemented and verified (e.g., a code patch, config change, or approved bypass with tests) and users successfully re-authenticating with carrier data hydrated.
  - Confirmation that the root cause is resolved and no further user impact remains.

  If you want, I can:
  - Draft a concise post-incident RCA and a plan for the fix.
  - Create or assign tasks for final root-cause verification, implement a remediation, and schedule the Post-Incident Review.

  Monitoring