ASPR Tickets

March 10, 2025 - Initial Investigation, Debugging Session, Fix Development

• Confirmed that the Zoom login API is returning intermittent authentication failures.
• Checked system logs for any rate-limiting or credential mismatches.
• Notified the engineering team for deeper analysis.
• Reproduced the issue in a staging environment using test credentials.
• Observed that the OAuth token refresh mechanism is failing in certain edge cases.
• Added additional logging to track token expiration and refresh events.
• Implemented a temporary workaround by forcing a manual refresh of tokens when failures are detected.
• Created an internal ticket for a more permanent fix involving better token lifecycle management.
• Testing the workaround in a controlled environment before pushing to production.

March 11, 2025 - Testing and Validation & Deployment and Monitoring

• Ran regression tests to ensure no impact on other authentication flows.
• Validated the fix against multiple Zoom account types (Basic, Pro, Enterprise).
• Confirmed that login success rates have improved, but further monitoring is required.
• Deployed the fix to production with real-time monitoring enabled.
• No authentication failures were observed in the last 6 hours.
• Keeping an eye on logs for any further anomalies before closing the case.
• Resolved and have requested the Business User to test and confirm the resolution.