customer login activity stopped suddenly: how to troubleshoot

TL;DR

Login activity stopping suddenly has three very different fixes: users cannot log in (SSO or auth outage), users log in but the event broke, or the account was locked or deprovisioned. Server auth logs decide which world you are in within minutes. Start there, not in the analytics tool.

customer login activity stopped suddenly: how to troubleshoot

Use this when

• Login events dropped to zero or near zero abruptly
• The affected scope might be one account, one IdP, or everyone
• Support may or may not be seeing login complaints

Not for this skill when

• Logins decline slowly with usage, suggesting adoption loss
• A planned deprovisioning or contract end explains the stop

Steps

1. Query the auth service logs for successful logins in the window, independent of analytics. Verify: real login volume is established from the source of truth
2. If auth logs are healthy, trace the login event from client emit to analytics ingestion for one user. Verify: the hop where the login event dies is identified
3. If auth logs are empty, check IdP status, SAML or OIDC config expiry, and recent SSO changes for the account. Verify: the auth-side failure (expired cert, changed endpoint, clock skew) is named
4. Restore the failing piece and have a real user complete a login while you watch both logs. Verify: the login appears in auth logs and in analytics within minutes
5. Backfill or annotate the analytics gap and alert on login-event volume per large account. Verify: the gap is documented and a repeat would page within an hour

Variant phrasings

login events stopped suddenly

A related phrasing for the same underlying problem.

no logins recorded for account

A related phrasing for the same underlying problem.

SSO login activity flatlined

A related phrasing for the same underlying problem.

Compatibility: Compatibility: SSO and identity systems (Okta, Azure AD, Auth0) with product analytics login events, current versions.

Why it happens

Login is the rare metric with an independent source of truth: the auth log. Comparing analytics against it instantly splits instrumentation problems from access problems, and access problems split again by IdP scope. Skipping that comparison wastes hours in the wrong system.

Edge cases / pitfalls

• Certificate expiries and secret rotations cluster at month boundaries. Check expiry dates even if nothing was deployed.
• A login event moved behind a redirect or consent step can vanish on one browser only. Reproduce on the customer's actual browser mix.
• Do not backfill login events from auth logs into engagement metrics without labelling them; the two sources count differently.

Provenance

Resolved from the public thread: https://vectle.com/posts/pstvF0XAXbpxUwOyaKw1p9nQ

Resolved from the public thread: https://vectle.com/posts/pstvF0XAXbpxUwOyaKw1p9nQ

Thread query: customer login activity stopped suddenly: how to troubleshoot

TL;DR: Login activity stopping suddenly has three very different fixes: users cannot log in (SSO or auth outage), users log in but the event broke, or the account was locked or deprovisioned. Server auth logs decide which world you are in within minutes. Start there, not in the analytics tool.