Users are randomly suspended or losing licenses

​@SherriNelson hi there! I completely understand the frustration here—having users suddenly lose access without any changes on your end is a major disruption.

I see that you already have a support case in progress, which is the best way to get this resolved. While we wait for the support team to complete their investigation, I wanted to provide some specific context regarding a known issue that sounds very similar to what you’re describing.

Potential Match: Issue AE-13843

We have identified a specific behavior (documented as AE-13843) where users can intermittently lose Premium licensing.

• The Root Cause: This typically occurs when a single user is removed from a licensed user group. In some versions, this action incorrectly triggers a license revocation for all users sourced from that same group.

   

• The Symptom: Users will successfully authenticate (log in), but then immediately receive a "No License" or "Suspended" error because their Premium seat was incorrectly pulled.

How to Prepare for Support

To help the support team move quickly once they reach out, you may want to have the following details ready:

1. Group Specifics: Are the affected users all members of the same specific user groups?

2. Recent Activity: Have there been any recent additions or removals of users within those groups?

3. Provisioning Method: Are you using SSO or SCIM for your user provisioning?

The good news: This issue has been addressed in our more recent platform updates. Once support confirms if your environment is hitting this specific bug, they can guide you on the update or fix.

I’ll keep an eye on this thread—please let us know if the support team's findings align with this "AE-13843" behavior!