Friday September 18, 2020


Trouble with updating user profiles on Enterprise Grid

Issue summary:
On September 18, 2020 between 8:49 a.m. and 12:26 p.m. PDT, some Org Owners and Admins had trouble editing user profiles through the Org Admin dashboard. This only applied to customers on our Enterprise Grid plan.

This was caused by a change we made to the setting to allow users to change their email address. If the setting to allow users to change their email address was disabled, no profile fields could be updated by an Org Admin or Owner. This had an unforeseen side effect of preventing changes to any member profile fields via the Org Admin dashboard.

We reverted the change which resolved the issue for all Enterprise Grid customers.

4:18 PM PST

We've confirmed the issue with Org Owners and Admins being unable to edit user profiles is now fixed. Please refresh with Ctrl/Cmd + Shift + R, and let us know if anything seems unresolved.

Apologies for any disruptions to your work. We'll report back with a summary shortly.

2:13 PM PST

We’re still investigating the issue, however we've encountered a delay in reaching a possible solution. We’ll provide another update as soon as we have news.

11:58 AM PST

We’ve identified a potential cause of the issue and we’re working on getting a fix out as soon as possible. We’ll be back with another update.

10:22 AM PST

Some Org Owners and Admins on Enterprise Grid might have trouble editing user profiles through the Admin dashboard. We're investigating the issue, and we believe that this is a result of a recent change made on our end. If this is the case, we'll be reverting the change shortly. We'll follow up when we know more.

9:51 AM PST

Services affected

Workspace/Org Administration