WebSDK stuck on loading screen

Incident Timings

• Start time: 1 Jul 08:03 UTC
• End time: 1 Jul 08:31 UTC

Incident Summary
Following a refactoring effort in the WebSdk module, a deployment was made that introduced an issue, which went unnoticed through our standard QA procedures. This led to some percentage of WebSDK verifications stalling at the loading screen.

Root Cause
The incident was the result of several QA process gaps:

• The update included internal changes that were not modifying business logic, but altered how downstream components initialized during runtime.
• These changes didn’t trigger failures in unit tests or existing QA scenarios.
• Additional post-deployment monitoring performed by the developer was not long enough, so the issue remained undetected until surfaced externally.

Action Plan

• Enhance testing coverage and review of e2e tests configuration
• Improve post-deployment monitoring

Conclusion
The proposed changes aim to ensure that even seemingly low-risk changes are handled with the same rigor as any of our usual production releases.
Thank you for your understanding and continued trust in our team and product.
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