Published Date: 2019-07-08
| Postmortem Analysis | |
|---|---|
| Timeline | 1. The software failure incident involving Zoom occurred during the Covid-19 pandemic, with a significant rise in usage and security concerns being reported [98342]. 2. The incident was specifically highlighted in an article published on April 2, 2020 [98342]. |
| System | 1. Zoom's security and privacy practices failed, leading to concerns about data privacy, security vulnerabilities, and potential exploitation by hackers [97341, 99473, 98809, 131124, 87135, 98709, 87932, 97311, 98342]. 2. Zoom's encryption methods failed, as it falsely advertised end-to-end encryption and had security flaws that could allow hackers to take control of users' devices [97341, 98809, 131124, 87932, 97311]. 3. Zoom's webcam and microphone access controls failed, allowing potential unauthorized access to users' cameras and audio [87135, 87932]. 4. Zoom's attention tracking feature failed to address privacy concerns, potentially enabling surveillance of users [98342]. 5. Zoom's data handling practices failed, as it was reported to send user data to Facebook without proper disclosure or consent [97341, 98809, 98342]. 6. Zoom's response to security vulnerabilities and privacy issues failed to address concerns promptly and effectively, leading to increased scrutiny and criticism [97341, 98809, 98709, 98342]. |
| Responsible Organization | 1. Zoom [97341, 99473, 98809, 131124, 87135, 98709, 87932, 97311, 98342] |
| Impacted Organization | 1. New York’s attorney general, Letitia James [97341, 98342] 2. FBI [98342] |
| Software Causes | 1. Security vulnerabilities in Zoom's software, such as flaws that allowed hackers to gain access to webcams and take over user's computers [97341, 87932, 98342]. 2. Lack of end-to-end encryption in Zoom's platform, despite falsely advertising it, leading to potential security risks [98342]. 3. Insecure installation settings in Zoom's macOS application, allowing malware to gain root privileges and inject code into Zoom, potentially compromising user privacy and security [98342]. 4. Zoom's iOS app sending user data to Facebook for advertising purposes without user notification, raising privacy concerns [98342]. 5. Zoom's attention-tracking feature, which allows hosts to monitor if participants are actively engaged in the meeting, potentially infringing on user privacy [98342]. |
| Non-software Causes | 1. Lack of anticipation for increased usage scenarios: Zoom did not anticipate that its platform would be used by a wider range of users beyond digitally savvy businesses, leading to potential misuse and security vulnerabilities [98709]. 2. Insufficient consideration for privacy and security implications for consumers: Zoom did not rigorously examine the platform's privacy and security implications for consumers until the sudden surge in usage during the coronavirus pandemic [98709]. 3. Prioritization of ease of use over security and privacy: Zoom had a reputation for prioritizing ease of use over security and privacy, leading to flaws in security features and privacy practices [98342]. 4. Inadequate auditing and security review: Zoom's design and security features were not adequately audited from a security point of view, leading to multiple missteps and vulnerabilities [98342]. 5. Lack of proactive security measures: Zoom did not proactively address security vulnerabilities and privacy concerns, leading to a reactive approach to fixing issues as they arose [98709]. 6. Misleading marketing claims: Zoom falsely advertised itself as using end-to-end encryption, causing confusion and raising concerns about the platform's security features [98342]. 7. Data privacy violations: Zoom was found to send user data to Facebook for advertising purposes without user consent, raising concerns about data privacy and potential misuse of personal information [98342]. |
| Impacts | 1. **Privacy and Security Concerns**: The software failure incident with Zoom led to concerns about data privacy and security practices, including vulnerabilities that could allow hackers to access webcams and exploit user data [97341, 99473, 98809, 87135, 98709, 87932, 98342]. 2. **Increased Scrutiny and Investigations**: The incident prompted investigations by various entities, such as the New York attorney general's office, the FBI, and security researchers, leading to a closer examination of Zoom's practices [97341, 99473, 98809, 87135, 98709, 87932, 98342]. 3. **Loss of Trust and Reputation**: Zoom faced criticism and backlash for its mishandling of user data, misleading claims about encryption, and security flaws, which damaged its reputation and trust among users and the public [97341, 99473, 98809, 87135, 98709, 87932, 98342]. 4. **Legal Actions and Lawsuits**: The incident resulted in legal actions against Zoom, including a class-action lawsuit over data privacy issues and scrutiny from state attorneys general, indicating potential legal consequences for the company [98809, 98342]. 5. **Operational Changes and Focus on Security**: Following the incident, Zoom announced operational changes, such as freezing new feature development to focus on security and safety issues, demonstrating a shift in priorities towards addressing the software failures [98342]. 6. **User Awareness and Education**: The incident raised awareness among users about the importance of security and privacy in online communications, leading to increased education efforts by Zoom and discussions about the need for secure communication platforms [98342]. |
| Preventions | 1. Implementing stronger encryption methods and additional consideration about third-party data sharing from the beginning could have prevented some security vulnerabilities in Zoom [98809]. 2. Conducting a broader review of security practices and addressing security flaws promptly could have prevented incidents like Zoombombing and unauthorized access to webcams [97341, 98342]. 3. Ensuring end-to-end encryption and being transparent about the level of encryption used could have prevented false advertising claims and confusion about the security features of the platform [98342]. 4. Removing hidden web servers and ensuring that uninstalling the application completely removes any potential security risks could have prevented unauthorized access and potential malware installation [87932]. 5. Providing clear information on privacy practices, avoiding data sharing without user consent, and complying with privacy regulations could have prevented concerns about user data privacy and potential lawsuits [98709, 98342]. |
| Fixes | 1. Implementing encryption and new privacy controls in the Zoom app, such as the AES 256-bit GCM encryption standard, to prevent hackers from hijacking meetings and improve privacy ([Article 98809]). 2. Conducting third-party security audits and penetration tests, expanding the bug bounty program, and preparing a transparency report on data requests to enhance security and privacy on the platform ([Article 98342]). 3. Freezing all new feature development and dedicating all engineering resources to focus solely on addressing security and safety issues that have been identified in recent weeks ([Article 98342]). 4. Providing clearer information for reporting security concerns and ensuring user privacy and security are top priorities, especially in handling the surge in users during the pandemic ([Article 98342]). 5. Addressing specific security vulnerabilities, such as the flaw allowing hackers to take over a Zoom user's Mac, and promptly issuing releases to fix such issues ([Article 98342], [Article 87932]). 6. Educating users on protections against unwanted guests crashing video meetings, such as preventing "Zoom bombing" incidents, and implementing measures like password protection and waiting rooms for vetting attendees ([Article 98342]). 7. Removing features that could present risks to consumers, such as the attention-tracking feature, and ensuring that user data is not sold or shared for advertising purposes ([Article 98342], [Article 98809]). 8. Enhancing security measures to prevent unauthorized access to webcams, addressing flaws in the installation flow, and fixing vulnerabilities that could allow malware to exploit trusted applications like Zoom ([Article 98342], [Article 87932]). 9. Adhering to privacy compliance agreements, updating privacy policies for schools, and deleting collected data about students, teachers, and principals to comply with federal laws on educational privacy and student data protection ([Article 98342]). 10. Reevaluating security practices, conducting a broader review of security measures, and taking proactive steps to improve security and privacy features on the platform ([Article 98342]). | References | 1. New York’s attorney general, Letitia James [98342] 2. Security researchers [98342] 3. FBI [98342] 4. Checkpoint (security firm) [98342] 5. The Intercept [98342] 6. Motherboard [98342] 7. SimilarWeb [98342] 8. Sensor Tower [98342] 9. Arvind Narayanan, associate computer science professor at Princeton University [98342] |
| Category | Option | Rationale |
|---|---|---|
| Recurring | one_organization, multiple_organization | (a) The software failure incident having happened again at one_organization: - Zoom has faced security and privacy concerns in the past, including issues with vulnerabilities that could allow hackers to access webcams without permission [Article 98342]. - In 2019, Zoom was found to have installed a hidden web server on user devices that could allow users to be added to a call without their permission [Article 98342]. - Zoom falsely advertised using end-to-end encryption, which was later confirmed to not be possible on the platform [Article 98342]. (b) The software failure incident having happened again at multiple_organization: - India's Cyber Coordination Centre (CyCord) labeled Zoom as "not a safe platform" due to security flaws, joining other countries expressing concerns about its security during the coronavirus lockdown [Article 99473]. - Taiwan and Germany have also curbed the use of Zoom due to security concerns, and Google banned the desktop version from corporate laptops [Article 99473]. - Security researchers have criticized Zoom for various security and privacy issues, including mishandling user data, lack of end-to-end encryption, and in-app surveillance measures [Article 98342]. |
| Phase (Design/Operation) | design, operation | (a) In the articles, there are instances related to software failure incidents occurring due to the design phase. For example, in Article 98342, it is mentioned that Zoom falsely advertised itself as using end-to-end encryption, which was later found to not be the case. This misrepresentation of security features can be attributed to a design flaw in the system [98342]. Additionally, in Article 87932, it is highlighted that Zoom had a security feature that was falsely described as being "end-to-end encrypted." This feature, when examined, was found to not provide the level of encryption it claimed, indicating a design flaw in the security implementation [87932]. (b) Regarding software failure incidents occurring due to the operation phase, there are examples in the articles as well. In Article 87932, it is mentioned that Zoom had a security flaw that allowed websites to join users to a call and activate their webcams without permission. This flaw could be exploited by attackers to gain unauthorized access, showcasing an operational vulnerability in the system [87932]. Furthermore, in Article 98342, it is highlighted that Zoom has been criticized for its "attention tracking" feature, which allows hosts to monitor if users click away from the Zoom window. This feature, while intended for operational monitoring, raises concerns about privacy and surveillance measures during system operation [98342]. |
| Boundary (Internal/External) | within_system, outside_system | (a) within_system: - The software failure incidents related to Zoom include security vulnerabilities such as flaws allowing hackers to take over webcams, activate webcams without permission, and hijack video meetings (Article 97341, Article 87135, Article 98342). - Zoom's false advertising of end-to-end encryption, the installation of hidden web servers on user devices, and bugs enabling hackers to take control of users' computers are examples of within-system failures (Article 98342, Article 87135). (b) outside_system: - External factors contributing to the software failure incidents include the surge in Zoom's usage during the Covid-19 pandemic, leading to increased scrutiny from security researchers and the public (Article 98342). - Concerns raised by New York's attorney general, Letitia James, about Zoom's slow response to security vulnerabilities and mishandling of user data highlight external pressures on the company (Article 98342). |
| Nature (Human/Non-human) | non-human_actions, human_actions | (a) The software failure incident occurring due to non-human actions: - Zoom had a flaw where a hidden web server was installed on user devices, allowing users to be added to a call without their permission [Article 98342]. - Zoom had a security vulnerability that could allow hackers to take over a Zoom user's Mac, including accessing the webcam and microphone [Article 98342]. - Zoom falsely advertised using end-to-end encryption when it was not actually possible on the platform [Article 98342]. (b) The software failure incident occurring due to human actions: - Zoom was criticized for mishandling user data, such as sending data from its iOS app to Facebook for advertising purposes [Article 98342]. - Zoom had a feature called "attention tracking" that allowed hosts to see if users clicked away from the Zoom window for a certain period [Article 98342]. - Zoom faced allegations of not properly safeguarding user data, leading to a lawsuit accusing the company of failing to protect users' personal information [Article 98342]. |
| Dimension (Hardware/Software) | software | (a) The software failure incident occurring due to hardware: - No information was found in the provided articles about the software failure incident related to hardware issues. (b) The software failure incident occurring due to software: - The software failure incidents reported in the articles are primarily related to software issues. These include security vulnerabilities in Zoom's software that could allow hackers to gain access to webcams [97341], security flaws in the Zoom app for Mac that could allow attackers to take over computers [131124], concerns about Zoom's security and privacy practices [99473], security vulnerabilities in Zoom's software discovered by security researchers [98342], and flaws in Zoom's software that could allow unauthorized access to webcams and microphones [87932]. |
| Objective (Malicious/Non-malicious) | malicious, non-malicious | (a) The software failure incident related to Zoom includes malicious factors introduced by malicious actors. For example, there were incidents of "Zoombombing" where internet trolls exploited Zoom's screen-sharing feature to hijack meetings and post inappropriate content [97341]. Additionally, security researchers found vulnerabilities that could allow hackers to take over a Zoom user's Mac, including accessing the webcam and microphone without permission [98342]. (b) The software failure incident also includes non-malicious factors such as security flaws and privacy concerns within Zoom's platform. These issues were not necessarily introduced with the intent to harm the system but were due to oversight or inadequate security measures. For instance, Zoom faced challenges with end-to-end encryption, falsely advertising the feature and causing confusion among users [98342]. Additionally, concerns were raised about Zoom's data privacy practices, including sharing user data with Facebook without proper disclosure [98342]. |
| Intent (Poor/Accidental Decisions) | poor_decisions | (a) The intent of the software failure incident: - The software failure incidents related to Zoom's security and privacy issues seem to be more aligned with poor_decisions. The incidents highlight how Zoom prioritized ease of use over security and privacy, leading to vulnerabilities and flaws in the platform [87932, 98342]. - Zoom's actions, such as falsely advertising end-to-end encryption, mishandling user data, and implementing features like attention tracking, have raised concerns about the company's decision-making processes regarding security and privacy [98342]. - The incidents also point out how Zoom's rapid growth and shift from a business tool to a mainstream utility during the pandemic exposed flaws in its security practices, indicating potential poor decisions made in scaling up the platform without adequate security measures [98709]. (b) Accidental_decisions: - There is no specific information in the articles that directly points to the failure being due to accidental decisions or unintended mistakes. The incidents discussed primarily revolve around security vulnerabilities, privacy concerns, and flaws in Zoom's platform that seem to stem from strategic decisions and actions taken by the company [87932, 98342]. |
| Capability (Incompetence/Accidental) | development_incompetence | (a) The software failure incident occurring due to development incompetence: - Zoom has faced criticism for security vulnerabilities and mishandling user data, with security researchers calling it "fundamentally corrupt" and a "privacy disaster" due to slow responses to security flaws [Article 98342]. - Security flaws in Zoom have been reported, such as the installation of a hidden web server on user devices without permission, allowing hackers to take over a user's Mac [Article 98342]. - Zoom falsely advertised using end-to-end encryption, which was not actually implemented on the platform, leading to confusion and concerns about user privacy [Article 98342]. (b) The software failure incident occurring accidentally: - Zoom faced issues with "Zoom bombing," where hackers infiltrate video meetings, leading to the FBI investigating cases of video hijacking [Article 98342]. - Zoom's iOS app was found to be sending data to Facebook for advertising purposes, even for users without a Facebook account, which was addressed by the company after being reported [Article 98342]. - The attention tracking feature in Zoom, allowing hosts to monitor if users click away from the Zoom window, raised concerns about surveillance measures within the platform [Article 98342]. |
| Duration | temporary | (a) The software failure incident related to Zoom can be considered temporary. This is evident from the fact that Zoom has been actively working to address security concerns and privacy issues that have been raised during the coronavirus pandemic. For example, Zoom announced freezing all new feature development and shifting all engineering resources to focus solely on security and safety issues that have been highlighted recently [Article 98342]. Additionally, Zoom has been responsive to security flaws and vulnerabilities that have been reported, issuing releases to fix them promptly [Article 98342]. Furthermore, Zoom has acknowledged its past missteps and has taken steps to improve its security measures, such as conducting third-party security audits, expanding its bug bounty program, and preparing a transparency report on data requests [Article 98342]. These actions indicate that the software failure incident is not permanent but rather a result of specific circumstances that are being actively addressed by the company. |
| Behaviour | crash, omission, value, other | (a) crash: - Article 98342 reports on the behavior of the software failure incident related to a crash where Zoom had a security flaw that could allow hackers to take over a Zoom user’s Mac, including tapping into the webcam and hacking the microphone [98342]. (b) omission: - Article 98342 mentions that Zoom falsely advertised itself as using end-to-end encryption, which was not the case, leading to an omission of the intended security feature [98342]. (c) timing: - There is no specific information in the provided articles about a software failure incident related to timing issues. (d) value: - Article 98342 highlights that Zoom had a security flaw that could enable hackers to take over a Zoom user’s Mac, indicating a failure in the system performing its intended functions correctly [98342]. (e) byzantine: - There is no specific information in the provided articles about a software failure incident related to a byzantine behavior. (f) other: - Article 98342 mentions that Zoom had a security flaw where the company had been slow to address vulnerabilities that could enable malicious third parties to gain surreptitious access to consumer webcams, indicating a failure in the system's security measures [98342]. |
| Layer | Option | Rationale |
|---|---|---|
| Perception | None | None |
| Communication | None | None |
| Application | None | None |
| Category | Option | Rationale |
|---|---|---|
| Consequence | property, delay | (a) death: People lost their lives due to the software failure - No information about people losing their lives due to the software failure was mentioned in the articles. (b) harm: People were physically harmed due to the software failure - No information about people being physically harmed due to the software failure was mentioned in the articles. (c) basic: People's access to food or shelter was impacted because of the software failure - No information about people's access to food or shelter being impacted due to the software failure was mentioned in the articles. (d) property: People's material goods, money, or data was impacted due to the software failure - The articles mentioned security concerns, data privacy issues, vulnerabilities that could enable access to webcams, data sharing with Facebook, and potential misuse of personal details due to the software failure incidents [97341, 99473, 98809, 131124, 87135, 98709, 87932, 97311, 98342]. (e) delay: People had to postpone an activity due to the software failure - The articles discussed how Zoom had to freeze new feature development and shift engineering resources to focus on security and safety issues, potentially causing delays in feature releases [98342]. (f) non-human: Non-human entities were impacted due to the software failure - No information about non-human entities being impacted due to the software failure was mentioned in the articles. (g) no_consequence: There were no real observed consequences of the software failure - The articles clearly outlined various consequences such as security vulnerabilities, privacy concerns, misuse of data, and potential risks associated with the software failure incidents [97341, 99473, 98809, 131124, 87135, 98709, 87932, 97311, 98342]. (h) theoretical_consequence: There were potential consequences discussed of the software failure that did not occur - No theoretical consequences discussed in the articles that did not occur due to the software failure were mentioned. (i) other: Was there consequence(s) of the software failure not described in the (a to h) options? What is the other consequence(s)? - No other consequences of the software failure beyond those mentioned in options (d) and (e) were described in the articles. |
| Domain | information, knowledge, government | (a) The failed system was intended to support the production and distribution of information. - Zoom, a videoconferencing app, experienced security and privacy concerns during the coronavirus pandemic as its usage surged for communication purposes [Article 97341]. - Zoom faced scrutiny for data privacy and security practices, including vulnerabilities that could allow unauthorized access to consumer webcams [Article 97341]. - The New York attorney general's office expressed concerns about Zoom's security practices and data privacy, especially with the sudden increase in data volume and sensitivity passing through its network [Article 97341]. - Zoom's security and privacy issues, such as sharing data with Facebook and allowing covert access to LinkedIn profiles, raised alarms about user privacy and trust [Article 98709]. - Zoom faced criticism for falsely claiming to use end-to-end encryption, which was not the case, leading to concerns about the security of user communications [Article 98342]. (b) The failed system was intended to support transportation: Moving people and things. - The articles did not mention any direct relation of the Zoom software failure incident to the transportation industry. (c) The failed system was intended to support natural resources: Extracting materials from Earth. - The articles did not mention any direct relation of the Zoom software failure incident to the natural resources industry. (d) The failed system was intended to support sales: Exchanging money for products. - The articles did not mention any direct relation of the Zoom software failure incident to the sales industry. (e) The failed system was intended to support construction: Creating built environment. - The articles did not mention any direct relation of the Zoom software failure incident to the construction industry. (f) The failed system was intended to support manufacturing: Creating products from materials. - The articles did not mention any direct relation of the Zoom software failure incident to the manufacturing industry. (g) The failed system was intended to support utilities: Power, gas, steam, water, and sewage services. - The articles did not mention any direct relation of the Zoom software failure incident to the utilities industry. (h) The failed system was intended to support finance: Manipulating and moving money for profit. - The articles did not mention any direct relation of the Zoom software failure incident to the finance industry. (i) The failed system was intended to support knowledge: Education, research, and space exploration. - Zoom's usage surged during the pandemic for online education, work meetings, and other communication needs, indicating its support for knowledge sharing and education [Article 98342]. (j) The failed system was intended to support health: Healthcare, health insurance, and food industries. - The articles did not mention any direct relation of the Zoom software failure incident to the health industry. (k) The failed system was intended to support entertainment: Arts, sports, hospitality, tourism, etc. - The articles did not mention any direct relation of the Zoom software failure incident to the entertainment industry. (l) The failed system was intended to support government: Politics, defense, justice, taxes, public services, etc. - Zoom was used by high-profile figures, politicians, and government officials for conferencing and remote work during the pandemic, indicating its support for government-related activities [Article 98342]. (m) The failed system was related to an industry not described in the options. - The Zoom software failure incident was primarily related to the information technology industry, focusing on video conferencing, data privacy, and security concerns [Article 98342]. |
Article ID: 97341
Article ID: 99473
Article ID: 98809
Article ID: 131124
Article ID: 87135
Article ID: 98342
Article ID: 98709
Article ID: 87932
Article ID: 97311