Unplanned Downtime: QMetry Test Management Cloud (US) - users experienced exceptions and couldn't log in on August 2nd, 2025

QMetry Test Management (US Cloud) experienced a service disruption on August 2^nd, 2025, during which users encountered exceptions when attempting to log in. The issue occurred between 9:45 AM PST to 2:15 PM PST, affecting all users accessing the QMetry Test Management US Cloud environment.

While accessing the QMetry URL, the following exceptions were seen:

Timeline:

Day	Time (PST)	Event Details

Day	Time (PST)	Event Details
2^nd Aug	02:45 PM	QMetry services are restored. Root cause analysis and preventive actions will follow soon.
2^nd Aug	09:45 AM	Users are encountering the following errors while accessing the QMetry Test Management URL and attempting to log in: “Uh Oh! Something went wrong!” “Oh snap! Login failed.” These errors appear intermittently and are preventing a successful login to the application. QMetry Teams are working on high priority to restore the services back to normal. Based on the initial analysis, QMetry services should be restored soon.

Root Cause:

The login errors in the QMetry application were caused by a recently introduced Test Case Re-use feature, which triggered loading issues in the Test Case module. This was traced to unoptimized database queries that continued to execute, leading to full CPU utilization. The resulting performance bottlenecks prevented users from logging in successfully.

Preventive Action:

We identified and optimized the problematic queries and have deployed the necessary changes. In addition, we upgraded the database on the cloud to provide a more robust long-term resolution. The Test Case module is now loading correctly and performing as expected without any issues.