Urgent Issue: Access Tokens Expired

Troubleshooting
1

My company is experiencing a widespread issue where we suddenly cannot communicate with 100+ devices due to the following error in an API call to:

POST https://api.particle.io/v1/devices/events HTTP/1.1

failing & returning the following response:

HTTP/1.1 401 Unauthorized
{“error”:“invalid_token”,“error_description”:“The access token provided has expired.”}

Each device’s access token was created over a long period of time (~2 years) so the fact that all are suddenly failing indicates there may be a platform issue. I have started support tasks, and am posting to community to see if others are experiencing issues / to escalate.

2

Access tokens are created for accounts, not devices. Have you tried getting a new access token for your account?

https://docs.particle.io/reference/device-cloud/api/#authentication

3

Not in our setup. Each device has its own access token. We have particle Products, and each device has a unique Customer associated with it / an independent access token per device. I think it’s a bit non-standard but we did work w/ particle for this setup.

4

Hey @ppatino thanks for letting us know. Do you have the ability to regenerate these access tokens? There are other folks who have reported this — we are investigating but this appears to work as we do so.

5

Hey @jeiden - I did start working on that as soon as I put in a support ticket and it looks like that’s our way out. I am running a script as we speak to update our tokens for all our devices after regenerating them. Wasn’t totally trivial (as you can imagine they are tied into a larger system) but it appears to be working! As @nrobinson2000 commented, I think it’s more standard to have 1 access token, but that’s not our case. Hoping to hear about why they all expired at one time - perhaps we can set up a call to discuss?

6

Yes apologies for this. Our team will be investigating what happened over the next 24h. We can share our findings as soon as we have them. Thank you for working with us on this.

Jeff

7

For anyone that may be affected - just posting back that we had to re-generate auth tokens for our devices which got us back up and running. Looking forward to hearing more @jeiden - thanks for the responses!

8

Opened an incident on the Particle status page in case other folks run into this problem as we investigate: https://status.particle.io/incidents/0cmvyy4mdrwz

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