We’re currently using Auth0 for our application, and overall things have been working well. However, we’ve recently encountered several instances of downtime or connection issues when calling the Auth0 Management API:
2025-05-16 02:36, 02:26 and 00:40 UTC – We experienced three timeout errors when calling the endpoint: {auth0_domain}/api/v2/users
2025-05-29 06:38 UTC – We received an ECONNRESET error when calling the same endpoint.
2025-06-03 04:28 UTC – The API returned a 500 Internal Server Error for the following query: {auth0_domain}/api/v2/users?q=user_id%3A%22auth0%...%22%20OR%20user_id%3A%22auth0%...%22
We would greatly appreciate your support in investigating these issues. Could you please advise whether these were caused by service disruptions on your end, and recommend best practices for how we should handle such situations on our side?
It’s possible that the firewall is interfering with the request. Would it be possible for you to adjust the firewall settings so that it allows the connection to remain open?
Thank you for your response. While we understand the possibility of firewall interference in general, we believe this is not applicable in our case based on the nature of the errors:
2025-06-03: The API returned a 500 Internal Server Error, which is typically a server-side issue and not influenced by client-side firewall settings.
2025-05-29: The ECONNRESET suggests that the server closed the connection, which is also commonly caused by transient issues on the server or infrastructure, not the client firewall.
Additionally, we make hundreds of requests to Auth0 daily without issue. These errors are isolated incidents, which further suggests that they are unlikely to be related to any persistent client-side network/firewall misconfiguration.
Could you please confirm whether there were any known service disruptions or incidents on your side during those timestamps? Also, do you recommend any retry or resilience strategies (e.g. exponential backoff, request queuing) to better handle such errors on our end?