67 recorded Sauce Labs incidents since November 2024, with official updates, affected components, duration and resolution information.
On 13 October, between 05:10 UTC and 05:45 UTC, we experienced elevated error rates for VDC, RDC, Sauce Connect, and IPSec services in the US-West-1 data center. The issue has been resolved. All services are now fully operational.
We are experiencing an issue with the Sauce Labs UI in EU-Central-1 data center. We are investigating.
We are still experiencing issues with the Sauce Labs UI in the EU-Central-1 data center. We are continuing to investigate.
We have made progress in narrowing down the cause of the ongoing Sauce Labs UI issues in the EU-Central-1 data center. The investigation is ongoing.
We are working closely with our third-party providers to resolve the ongoing issue in the EU-Central-1 data center. The investigation is ongoing.
We are continuing to work with our partners and relevant teams to investigate and resolve the ongoing issue in the EU-Central-1 data center. We will share further updates as more information becomes available.
The root cause of issue affecting our UI access in the EU-Central-1 is tied to an ongoing incident with one of our third-party infrastructure providers in the data center. While our team is keeping this incident ticket closed on our end, we are actively tracking the provider's ongoing investigation and will monitor performance closely.
We are experiencing a degradation in error ingestion for Error Reporting (Backtrace) using crashpad on Android and Linux across all Data Centers. We are currently investigating.
We are continuing to investigate this issue.
The root cause of error ingestion for Error Reporting (Backtrace) has been identified. Remediation has been applied, and we are actively monitoring the situation.
After taking remedial action, the error ingestion issue in Error Reporting (Backtrace) has been resolved. All services are fully operational.
We are currently seeing elevated error rates for real device tests in EU-Central-1 data center. We are investigating.
Real Device test error rates have returned to normal in the EU-Central-1 data center. All services are fully operational.
### **Dates:** Wednesday, September 30th 2026, 09:04 UTC - 10:49 UTC. ### **What happened:** Real Device Automated Tests experienced failure to start in the EU Central data center, with error rates reaching up to 25%. ### **Why it happened:** A deployment led to increased cache misses and elevated load on the underlying infrastructure. ### **How we fixed it:** Service was restored by rolling back to a previous version. ### **What we are doing to prevent it from happening again:** Alternative caching strategies are being considered to increase effectiveness of the cache.
We are currently seeing elevated error rates for automated real device tests in US-West-1 data center. We are currently investigating.
The root cause of the elevated error rates for Real Device tests in the US-West-1 data center has been identified. Remediation has been applied, and we are actively monitoring the situation.
After taking remedial action, Real Device test error rates have returned to normal in the US-West-1 data center. All services are fully operational.
### **Dates:** Monday, September 28th 2026, 14:19 UTC - 16:52 UTC. ### **What happened:** Real device tests in US West hung and failed to output test artifacts due to slow uploads. ### **Why it happened:** A degraded interconnect link suffered high packet loss from optical errors, but BGP stayed up, preventing automatic failover to healthy paths. ### **How we fixed it:** Manually disabled the degraded port on the edge router, forcing traffic onto healthy alternate interconnects. ### **What we are doing to prevent it from happening again:** Automating link draining based on CRC error thresholds, improving protocols for isolating flapping vendor links, and hardening upload resilience.
Between 12:05 UTC and 12:35 UTC, we experienced a high error rate and longer session start times for Desktop and Virtual Device tests in the US-West-1 data center. The issue has been resolved. All services are fully operational.
### **Dates:** Wednesday, September 23rd 2026, 12:05 UTC - 12:35 UTC. ### **What happened:** Virtual Device Cloud testing availability gradually decreased in the US-West-1 data center. ### **Why it happened:** A product defect was introduced causing Virtual Device Cloud testing sessions to fail to start. ### **How we fixed it:** Rollback to a stable version. ### **What we are doing to prevent it from happening again:** Strengthen pre-deployment validation and reassess configuration rollout strategies.
Between 09:52 UTC and 10:34 UTC, multiple Sauce Labs services in the US-West data center experienced an outage, causing authentication failures and disruptions to testing features. All systems are now fully operational.
### **Dates:** Wednesday, September 16th 2026, 09:51 UTC - 10:35 UTC. ### **What happened:** Multiple Sauce Labs services availability gradually decreased in the US-West-1 data center. The affected services included: * Authentication \(sign-in, SSO, existing sessions, and sign-up\) * Virtual Device Cloud \(VDC\) * Real Device Cloud \(RDC\) * Sauce Connect * REST API * App Storage * Insights * Sauce Visual * Test Composer * User and Team Management * Billing Plans and Usage API ### **Why it happened:** A deployment of the Authentication service triggered an unexpected surge in database connections, causing authentication failures and disrupting multiple Sauce Labs services. ### **How we fixed it:** Restarted the affected database node. ### **What we are doing to prevent it from happening again:** Improve rollout strategies, connection lifecycle management, failover mechanisms, and health check responsiveness.
We are seeing elevated error rates for Real Device tests in EU-Central-1 data center. We are investigating.
The root cause of the elevated error rates for Real Device tests in the EU-Central-1 data center has been identified. Remediation has been applied, and we are actively monitoring the situation.
After taking remedial action, Real Device test error rates have returned to normal in the EU-Central-1 data center. All services are fully operational.
**Dates:** Wednesday, September 2nd 2026, 08:30 UTC - 11:15 UTC. ### **What happened:** Real Device Automated Tests experienced failure to start in the EU Central data center, with elevated error rates reaching nearly 100% for short periods of time. ### **Why it happened:** A deployment led to increased cache misses and elevated load on the underlying infrastructure. ### **How we fixed it:** Service was restored by restarting the application. ### **What we are doing to prevent it from happening again:** Additional resources were allocated to reduce the likelihood of a recurrence in the short term. In the long term, we will optimize the performance of resource intensive tasks and introduce dynamic scaling.
We are currently seeing elevated error rates for macOS and iOS tests in the US-West-1 data center. We are currently investigating.
After taking remedial action, all macOS and iOS tests are now performing as expected in the US-West-1 Data center. All services are fully operational.
### **Dates:** Tuesday August 25th 2026, 11:38 – 13:10 UTC ### **What happened:** Customers running macOS and iOS tests in our US-West region experienced degraded service. Roughly 50% of the virtual Mac capacity in the region stopped accepting new tests, so tests either queued or failed to start. Remaining capacity came under additional pressure as work shifted onto it, which extended start times for both desktop and simulator tests. ### **Why it happened:** An internal security certificate used by our Mac hosts to reach a supporting cloud service reached its expiry date. Once it lapsed, the hosts could no longer establish a trusted connection to that service and stopped provisioning new test machines. The certificate had been issued manually and had neither automated renewal nor expiry alerting. ### **How we fixed it:** We issued and deployed a replacement certificate, which restored connectivity and returned Mac capacity to normal levels. ### **What we are doing to prevent it from happening again:** We are moving these certificates onto automated renewal and adding alerting so they are replaced well ahead of expiry, along with reviewing the surrounding tooling to make certificate handling safer.
We are currently seeing elevated error rates for virtual desktop tests in the US-West-1 datacenter. We are currently investigating.
After taking remedial action, Virtual Desktop tests are starting successfully in the US-West-1 Data center. All services are fully operational. We are closely monitoring the situation
### **Dates:** Friday, August 7th 2026, 11:00 UTC - 13:04 UTC. ### **What happened:** Windows and Intel Mac jobs in `us-west1` failed to start due to virtual machine \(VM\) allocation starvation. ### **Why it happened:** A service crash loop left VMs in an allocated but unclaimed state, while a cleanup bug prevented the system from releasing the orphaned capacity to boot new VMs. ### **How we fixed it:** Restored service stability and cleared stale allocations to resume VM provisioning and clear queued jobs. ### **What we are doing to prevent it from happening again:** Fixing allocator cleanup logic, strengthening deployment health checks, and improving capacity accounting for stale allocations.
Between July 16th 13:03 UTC and July 16th 17:33 UTC, we experienced a service disruption where symbol archives utilizing multi-part upload protocols failed to process. Incident has been resolved and all services are operational.
### **Dates:** Thursday July 16th 2026, 13:03 – 17:33 UTC ### **What happened:** Symbol archives uploaded in multiple parts failed to process. All regions were affected. ### **Why it happened:** Our symbol processing service sent an upload-verification field that our cloud storage provider's API does not accept for multi-part uploads, so those uploads were rejected. A fix for this had already been developed, but it had not yet been included in a released build and the service was not configured to use it. As in the first incident, rejected uploads were retried and accumulated on local disk. ### **How we fixed it:** We deployed a build containing the fix and corrected the service configuration on the affected workers. A large backlog of uploads then processed, which briefly re-filled the disks before draining completely. ### **What we are doing to prevent it from happening again:** We are releasing the fix formally through our build pipeline and persisting the corrected configuration in our configuration management, so it can't be lost. The disk-utilization alerting added after the first incident also covers the disk-exhaustion pattern common to both.
Between July 14th 23:45 UTC and July 15th 23:05 UTC, we experienced an issue where symbol archive uploads to Backtrace projects failed with HTTP 400 errors. Incident has been resolved and all services are operational.
### **Dates:** Tuesday July 14th 2026, 23:45 UTC – Wednesday July 15th 2026, 23:05 UTC ### **What happened:** Symbol archive uploads to Error Reporting \(Backtrace\) projects failed with HTTP 400 errors. All regions were affected. ### **Why it happened:** The credentials our symbol processing service used to write to cloud storage were no longer valid, so uploads could not be stored. Failed uploads were retried repeatedly and accumulated on local disk until the service ran out of space, at which point it also began rejecting new uploads. ### **How we fixed it:** We reissued the storage credentials, increased disk capacity on the affected workers, and restarted the service. The queued uploads then processed successfully, and we confirmed recovery with affected customers. ### **What we are doing to prevent it from happening again:** We've added disk-utilization monitoring and alerting to this service so we detect the condition ourselves before it affects uploads, rather than relying on customer reports.
We are experiencing an issue in the EU Central 1 data center, where iOS ARM Simulator app tests fail with infrastructure errors. We are investigating.
App downloads are taking longer than expected when these infrastructure errors are seen. We are continuing to investigate.
We have deployed a fix for this issue. Tests should now be performing as expected in the EU Central 1 data center. We are monitoring.
We are continuing to monitor for any further issues.
After taking remedial action and monitoring the situation, we are seeing iOS ARM application tests perform as expected in the EU Data Center. All services are fully operational.
### **Dates:** Tuesday July 14th 2026, 09:00 - 18:28 UTC ### **What happened:** iOS ARM tests running in our EU data center failed. ### **Why it happened:** A fault occurred with our primary network provider in our EU data center. ### **How we fixed it:** We failed over to a secondary network provider from our EU data center. ### **What we are doing to prevent it from happening again:** We've improved our monitoring and alerting to catch issues with third party network providers.
On July 1st between 17:02 UTC and 21:31 UTC, macOS 14 tests were failing to start in the US-West and EU-Central data centers. This issue has been resolved. All services are fully operational.
### **Dates:** Wednesday July 1st 2026, 17:02 UTC - 21:31 UTC ### **What happened:** macOS 14 tests in the US West and EU Central data centers were unable to start. ### **Why it happened:** An internal datasource was unavailable due to a missing configuration entry. ### **How we fixed it:** The missing entry was replaced. ### **What we are doing to prevent it from happening again:** Safeguards have been put in place to prevent in-use datasource removal from configuration.
We are experiencing an issue with accessing Appium Inspector in the US-West-1, EU-Central-1, and US-East-4 data centers. We are investigating.
We have identified the root cause and have deployed a fix for this issue. All services are fully operational.
### **Dates:** Wednesday July 1st 2026, 09:37 – 12:46 UTC ### **What happened:** The Appium Inspector feature, used during real device live testing sessions, became unavailable after a scheduled UI deployment. Users who attempted to use the feature during a live test were presented with a 500 error, disrupting their active testing session. Automated test pipelines were not affected. ### **Why it happened:** A routine upgrade of a core frontend library introduced an incompatibility with the Appium Inspector's rendering logic. The previous library version tolerated the pattern, but the updated version did not. The issue was not caught before deployment due to insufficient end-to-end test coverage for this specific feature. ### **How we fixed it:** We rolled back the UI to the last known working version to restore the feature immediately, and then deployed a targeted fix for the incompatibility. ### **What we are doing to prevent it from happening again:** We are adding end-to-end test coverage for the Appium Inspector feature to ensure it is validated automatically before future deployments.
On June 24th between 08:28 UTC and 15:32 UTC, we experienced Real Device test session failures impacting Appium and Access API in the US East, US West and EU data centers. This issue has been resolved. All services are fully operational.
### **Dates:** Wednesday, June 24th 2026, 09:42 UTC - 15:45 UTC. ### **What happened:** Real Device test sessions using Appium and Access API experienced increased error rates in the US East, US West, and EU data centers. Sessions were timing out after approximately 90 seconds or becoming stuck in the "Connecting" state, preventing them from being closed. ### **Why it happened:** A product defect was introduced, causing Real Device test sessions to fail to start and preventing active sessions from being closed. ### **How we fixed it:** Rollback to a stable version. ### **What we are doing to prevent it from happening again:** Improve monitoring & alerting and enhance post deployment validation.
Around 3:51 AM UTC we started experiencing lower iOS device availability in the EU-Central data center. Our team is actively investigating the root cause and working toward a resolution.
We have been experiencing device unavailability in our EU-Central-1 data center and have identified the root cause. We have taken remedial action and are currently monitoring.
After taking remedial action, we are now seeing real devices available for testing in the EU-Central-1 data center. All services are fully operational.
### **Dates:** Thursday June 18 2026, 03:45 UTC - 06:45 UTC. ### **What happened:** Approximately 7% of iOS devices in our EU data center were temporarily unavailable for customer test sessions after a loss of power to the rack hosting them. ### **Why it happened:** The power circuit feeding the affected rack exceeded its capacity, and a protective breaker tripped to safeguard the line - cutting power to the devices on that rack until the circuit was restored. ### **How we fixed it:** The affected circuit was reset and power restored to the rack, returning the devices to customer service. ### **What we are doing to prevent it from happening again:** We are redistributing power load across affected racks, adding capacity monitoring with early-warning alerts ahead of circuit limits, and introducing a capacity review before new devices are deployed to a rack.
We are experiencing an issue where the US-EAST data center is currently unavailable. We are investigating.
We are continuing to investigate this issue.
We have identified the root cause and are working on implementing a fix.
Access has been restored to the US-EAST data center. We are monitoring.
After taking remedial action, access to the US-EAST data center is fully restored. This incident is resolved.
### **Dates:** Monday, June 1st 2026, 13:06 UTC - 15:42 UTC. ### **What happened:** Customers served by the US-EAST-4 region were unable to authenticate or start new test sessions because an incomplete TLS certificate chain was deployed to the core directory services. ### **Why it happened:** A certificate extraction script defect silently truncated the certificate chain after the certificate authority transitioned to a longer hierarchy. ### **How we fixed it:** Reverted the certificate rotation and re-applied the previous known ,good certificate to restore authentication services. ### **What we are doing to prevent it from happening again:** Implementing pre-deployment certificate chain validation, adding active monitoring, and fixing the script's chain-length limitations.
Between May 13th 18:47 UTC and May 15th 9:23 UTC, we experienced test details not appearing in the dashboard of the US-East Data Center. This issue has been resolved. All services are fully operational.
### **Dates:** Wednesday, May 13th 2026, 18:47 UTC - Friday, May 15th 2026, 09:23 UTC. ### **What happened:** Customers were unable to access test run summaries for Real Device Cloud \(RDC\) jobs because events stopped publishing to the jobs Kafka topic in US-EAST. ### **Why it happened:** An authentication key used by the message producer unexpectedly lost its permissions during an account cleanup. ### **How we fixed it:** Manually restored the required permissions to re-establish the connection and resume service. ### **What we are doing to prevent it from happening again:** Migrating to a permanent service account, implementing a Dead Letter Queue \(DLQ\) for the jobs Kafka topic, and replaying the missing events to restore customer data.
Between April 23rd 22:44 and April 24th 15:25 UTC, there was a technical issue that affected video recordings for tests running on macOS 15 and iOS within our EU and US-West Data Center. We identified the issue and deployed a fix. All systems are now fully operational.
### **Dates:** Thursday, April 23rd 2026, 22:43 UTC - Friday, April 24th 2026, 15:29 UTC ### **What happened:** Video assets were missing for virtual iOS simulator tests on ARM and macOS ARM desktop tests in the US-West and EU data centers. ### **Why it happened:** A product defect was introduced resulting in a screen capture failure. ### **How we fixed it:** We performed a rollback to a stable version. ### **What we are doing to prevent it from happening again:** We are improving monitoring & alerting to enhance our post deployment validation.
