What caused the sudden 30% drop in successful Duo Push authentications for Duo Security's mobile app users last week?

Introduction

The sudden 30% drop in successful Duo Push authentications for Duo Security's mobile app users last week is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term implications for Duo Security's authentication service.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be related to a recent app update. Has there been any recent release or change to the Duo Mobile app?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Yes, there was an update last week. Impact on approach: If confirmed, we'd focus on the update's contents and rollout process.

• Considering user segments, I'm wondering if this affects all users equally. Are we seeing any patterns in terms of device types, operating systems, or geographical regions?

Why it matters: Segmentation helps narrow down potential causes. Expected answer: The issue is more prevalent on Android devices. Impact on approach: We'd prioritize investigating Android-specific factors.

• Given the significance of the drop, I'm curious about any changes in network infrastructure. Have there been any modifications to our authentication servers or network configurations?

Why it matters: Infrastructure changes can have wide-reaching effects on authentication services. Expected answer: No major infrastructure changes reported. Impact on approach: We'd shift focus to client-side issues or external factors.

• Thinking about external factors, I'm considering if there have been any recent security threats or publicized vulnerabilities. Has there been any increase in attempted breaches or unusual activity patterns?

Why it matters: Security concerns could lead to intentional or unintentional changes in user behavior. Expected answer: No significant security events reported. Impact on approach: We'd focus more on technical issues rather than security-related causes.