Passwords Not Visible in Web App (Pro & Cloud)

Incident Summary

Between March 13 and March 16, 2026, some users reported being unable to see passwords in the Passbolt browser extension web application (workspace view). The issue affected users on Chrome and Edge following the release of extension version 5.10.3

While resources were still accessible via the Quick Access interface and mobile applications, they were not displayed in the main password workspace under certain conditions. This significantly impacted usability for affected users who were unaware of available workarounds.

A temporary workaround was identified (resetting column settings), and a hotfix 5.10.4 was deployed on March 16, 2026.

Timeline

• Mar 13, 08:45: Incident reported and investigation started
• Mar 13, 12:30: Root cause identified, fix in progress
• Mar 14, 11:30: Fix implemented, pending publication on store
• Mar 15, 12:00: Extension published on edge
• Mar 16, 10:45: Extension published on chrome, incident resolved

Root Cause

The issue was triggered by changes introduced in browser extension version 5.10.3, which included a migration to React 18 and a rework of the resource workspace initialization.

A pre-existing defect in the grid sorting logic (specifically when sorting by URL) was unintentionally exposed. When this sorting condition occurred, it caused the workspace initialization to fail, preventing resources from being displayed.

This defect had gone undetected because:

• Sorting by URL was not covered by automated tests
• The feature failing silently since several releases
• Recent architectural changes caused the faulty logic to execute earlier in the application lifecycle

We have since addressed the issue and added safeguards to prevent similar regressions in the future.

Thank you for your patience and understanding. We apologize for the inconvenience this may have caused.