We apologize for the downtime of MongoDB Atlas and Cloud Manager’s web interface as well as the inaccessibility of logins for the MongoDB Support Portal and MongoDB University.
Approximately at 10:50 UTC on 2020-05-30, MongoDB Cloud customers would have noticed an inability to connect to the control plane. MongoDB Support customers would have been unable to login. MongoDB University customers would have also been unable to login. At approximately 11:00 UTC, MongoDB posted an alert to all customers that MongoDB Cloud was unavailable. We identified the root cause at approximately 10:54 UTC. MongoDB Cloud Operations began rolling out the fix by 11:38 UTC. Around 13:15 UTC, service was restored to the web interface, although some MongoDB Cloud Manager Backup customers would have noticed delayed snapshots while the system continued to heal.
Some certificates used by internal services were using a cross-signed intermediate CA. One of the cross-signing CAs, to which we were still building the trust chain to support some legacy systems, expired. This caused some critical systems to start rejecting certificates causing a failure in our internal control plane. This prevented access to MongoDB University, MongoDB Support, and MongoDB Cloud.
We removed the expired cross-signing elements from our internal certificate chains and verified all of our systems were operational. To prevent this issue reoccurring in the future we'll also be enforcing full-chain inspection in our existing certificate monitoring and alerting.