> For the complete documentation index, see [llms.txt](https://docs.wellcomecollection.org/incident-retros/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.wellcomecollection.org/incident-retros/2022-05-13_requests-not-showing-in-account.md). # Incident retro - requests not showing in account **Incident from:** 2022-05-13 **Incident until:** 2022-05-13 **Retro held:** 2022-05-13 * [Timeline](#timeline) * [Analysis of causes](#analysis-of-causes) * [Actions](#actions) ## Timeline 13 May 2022 See 01.33 Viewing, making requests, seeing if something is requestable not available 08.13 AC [notices](https://wellcome.slack.com/archives/CQ720BG02/p1652425989247399) errors in the identity (frontend) app 10.24 AC [notices](https://wellcome.slack.com/archives/C8X9YKM5X/p1652433888903209) 500s from identity API (can’t view item requests) 10.28 JP: can’t view item requests on prod, nor make a request 10.31 JP checked the API, the authorizer. Neither suspicious 10.37 SSL is the root cause. Attempting to fix by creating a new certificate in the console. 10.47 Cert validation record does exist but not liked by AWS 10.51 AWS Certificate Manager cert validation most likely the underlying cause. JP created the record set. 10.52 “One or more domain names has failed validation due to a certificate authority authentication (CAA) error. Learn more.” 10.52 AC: At some point AWS “forgets” your validation records and stops renewing certs 10.59 JP Fixed. Confirmed by AC/NP ## Analysis of causes SSL certificate was out of date SSL certificate wasn’t automatically renewed Also to be looked at: noisy alerts channel ## Actions **Jamie** * Handle identity API proxy errors which don’t have a response [#7970](https://github.com/wellcomecollection/wellcomecollection.org/pull/7970) - DONE **Alex** * Add Cloudwatch log URL to alerts to take you to the right account with text added to help with debugging * Turn on CloudFront logging (with filtering) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.wellcomecollection.org/incident-retros/2022-05-13_requests-not-showing-in-account.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.