Root Cause Analysis - Root Cause Analysis - Javascript error launching Skype for Business or Oracle 09/26/2017 Skip to main content
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Root Cause Analysis - Root Cause Analysis - Javascript error launching Skype for Business or Oracle 09/26/2017
Published: Sep 29, 2017   -   Updated: Jun 22, 2018
Root Cause Analysis:
Feature Disruption
September 26, 2017
 
Problem Description & Impact:
On Tuesday, September 26th, 2017, following the release 2017.38, Okta experienced a feature disruption whereby a small subset of customers in US Cell 1, EMEA Cell 1 and OktaPreview experienced JavaScript errors when signing-in to Skype for Business and Oracle Right Now.  Impacted users received an error from these clients stating: “An error has occurred in the script on this page.” when attempting to sign-in.
 
Okta took corrective actions to address the issue and the service returned to normal in all affected Cells when the issue was resolved at 11:34am PDT.

Root Cause:
Okta determined the root cause of the issue to be a JavaScript incompatibility between a new version of Okta's client-side sign-in code (released as a part of the 2017.38 production release) and the embedded browsers that run in the impacted applications on Windows devices. The functionality of this feature was validated by testing on several popular embedded browsers used by Thick Clients such as Outlook.
However, Skype for Business and Oracle Right Now embedded browsers behaved in a non-standard way. The issue occurred when the embedded browsers going through the new sign-in flow threw a runtime exception rather than returning false as expected. This caused the embedded browser to pop up a window with "Script Error" that the users saw during Single Sign-On.

Mitigating Steps & Corrective Actions:
Following the release of 2017.38 to production, the new sign-in flow led to unexpected end user impact. Okta Engineering raised a post on Trust at 6:17AM and a work around was provided to Support for customers whom were willing to revert to the previous deprecated Okta sign-in experience. A full fix was rolled out across the impacted cells between 10:09AM and 11:40AM PDT and the workaround was reverted.
 
To prevent future recurrence, engineering has added processes to perform additional validation steps around the sign-in flow which affects embedded browsers. Additionally, Okta will be mentioning all sign-in flow related changes in the release notes.