On August 22, 2025, from 10:10 to 11:27 UTC, users experienced an issue with the Aura Console where instance operations were unavailable. This was due to a timing issue with refreshing security keys that affected the visibility and operations of instances in the Aura Console and also caused an outage in the Customer Metrics Integration (CMI) and Aura API. The issue was identified within 5 minutes and efforts to resolve it began promptly. The problem was traced back to a recent update and issues with authentication were resolved by refreshing the system cache, with the service fully restored by 11:27 UTC.
The issue arose because of a timing mismatch between the creation of new security keys and their recognition by our system. When new keys were generated, they were quickly used by the Console API. However, another part of our system, the database manager, was still using an older set of keys to verify requests. This mismatch caused requests to fail because the database manager could not recognize the new keys. No unauthorized operations were allowed and this did not affect the security of the service in any way. After approximately an hour, the system automatically updated its keys, and everything started working correctly again.
Aura Console features were impacted, including the visibility of instances and therefore ability to connect to instances through the console. Driver connections to instances were not impacted.
The issue also impacted the use of parts of the service including Customer Metrics Integration (CMI) and the Aura API.
Neo4j remains committed to providing reliable service and is implementing additional safeguards to prevent similar incidents in the future.
We are taking steps to prevent similar issues in the future by improving our processes and monitoring systems.
Changes we are making: