Lead-up:

• Google Play introduced a new mandatory version requirement

• We released compliant version 1.64.xx in early Jan and have been observing normal operations for 3 weeks and several minor release iterations

Incident:

• On Feb 1 we started observing early signs of deteriorating detection on Android for a very small subset of user and started investigation

• On Feb 4 volume of impacted users started approaching ~10% with disproportionate bulk of the affected users being on Samsung devices running Android 12 and 13

• On Feb 6 impacted users count escalated to ~15% and thorough our investigation efforts we have isolated the issue to be in the transport layer of the app

• On Feb7 we started testing potential fix and created backend workaround to facilitate the drive capture

• On Feb 8 we started seeing mitigation measures take effect and we rolled out an app fix, percentage of users started seeing recovery at that time

• On Feb 9 we created additional app update and rolled it out to 100%, effectively resolving the issue

Learnings:

• We will be prioritizing transport layer robustness as a part of our ongoing product modernization

• We were under-monitored in some areas and will focus on additional telemetry that would have sped up the detection and remediation

• We will allow for more time to soak test mandatory Play Store target SDK updates