Flexera One - IT Asset Management - APAC & EU - Inventory .ZIP File Processing Delays

Update timeline

1. investigating Sep 11, 2026, 07:47 AM UTC

   Incident Description: We are investigating an issue affecting inventory .zip file processing for a subset of our customers using Flexera One IT Asset Management in the EU and APAC regions. Affected customers may experience issues with inventory .zip file processing. Inventory upload tasks may remain in an "In Progress" state for an extended period before eventually timing out, which may result in delays to inventory processing and data updates within Flexera One IT Asset Management. Priority: P2 Restoration Activity: Our technical teams are actively investigating the issue and analysing inventory processing activity in the affected environments. Efforts are focused on identifying the root cause of the processing failures and implementing remediation as quickly as possible. We will continue to provide updates as additional information becomes available.

2. identified Sep 11, 2026, 10:34 AM UTC

   Our teams have identified the underlying cause of the issue and developed a targeted hotfix to address it. The hotfix is currently undergoing comprehensive validation to confirm its effectiveness and ensure service stability. Upon successful completion of validation, the fix will be deployed to the affected environments. We will continue to provide updates as progress is made and additional information becomes available.

3. identified Sep 11, 2026, 03:20 PM UTC

   Our teams continue to progress through the validation phase for the proposed hotfix. Given the scale and complexity of the affected processing workflows, the validation activities are expected to take additional time to ensure the solution addresses the issue effectively. We are closely monitoring progress and will provide further updates as validation continues and more information becomes available.

4. identified Sep 12, 2026, 04:57 AM UTC

   Our teams continue to make progress toward implementing a permanent resolution. During the validation process, issues were identified that require further review and remediation before the fix can be safely deployed. As a result, the validation timeline has been extended while the team works through these findings and completes the necessary testing. We will continue to provide updates as significant progress is made and additional information becomes available.

5. identified Sep 13, 2026, 09:09 AM UTC

   Our teams continue to make progress toward implementing a permanent resolution. During the validation process, additional issues were identified that required further review and remediation before the fix could be safely deployed. Current investigations indicate that these validation findings do not appear to be related to the planned fix itself. The hotfix has since been rebuilt, and our teams are continuing validation and additional testing to ensure the solution can be deployed safely and effectively. We will provide a further update as validation progresses .

6. identified Sep 14, 2026, 09:49 AM UTC

   Our teams have completed the hotfix development and successfully merged the changes . We are currently coordinating the deployment activities required to implement the fix in the production environment. Our teams are actively working to move the fix through the next stage as quickly as possible. We will provide another update when additional progress has been made.

7. identified Sep 15, 2026, 09:34 AM UTC

   Our teams have successfully completed testing and validation of the hotfix designed to address the identified issue. The hotfix is now ready to be deployed to the production environment. Our technical teams are currently working to implement the fix in the production environment. Following deployment, we will continue to closely monitor the service to ensure stability and expected performance. We will provide additional updates as progress is made.

8. monitoring Sep 15, 2026, 11:15 AM UTC

   The hotfix has been successfully deployed to the production environment. Our teams are currently validating the results and closely monitoring the service to ensure continued stability and performance.

9. identified Sep 16, 2026, 08:15 AM UTC

   Our investigation remains ongoing, and recent testing has shown that the previously deployed hotfix has not fully resolved the issue. To address this, our teams have developed and deployed an updated hotfix to a validation environment, where additional testing and verification activities are currently underway. The investigation has narrowed the scope of the issue, and teams are actively working to identify the remaining factors contributing to the behaviour. We remain focused on implementing a permanent resolution and will continue to provide updates as progress is made.

10. identified Sep 16, 2026, 07:26 PM UTC

    Technical teams have implemented an updated remediation in the affected production environments and are currently reviewing the outcome of the deployment. We are working to confirm whether inventory processing has returned to normal operation for affected customers and whether the issue has been fully resolved. Further updates will be provided once validation activities have been completed.

11. resolved Sep 17, 2026, 05:26 AM UTC

    Following deployment of the updated hotfix, our teams continued monitoring the services and confirmed that they remained stable, with no new errors observed. The issue is now resolved. Further details will be shared in a post-mortem report.

12. postmortem Oct 12, 2026, 02:34 PM UTC

    **Description:** Flexera One - IT Asset Management - APAC & EU - Inventory .ZIP File Processing Delays **Timeframe:** September 10, 2026, 12:21 AM PDT to September 16, 2026, 8:24 PM PDT ‌ **Incident Summary** On September 10, 2026, at 12:21 AM PDT, Following the 2026 R1.3 release, an issue was identified affecting the processing of AWS and inventory ZIP files in the EU and APAC production environments. Although the files were uploaded successfully, the system did not initiate the corresponding import tasks. Consequently, affected tasks remained in an “In Progress” state before eventually timing out, preventing inventory data from being imported as expected. The investigation identified a defect in the inventory processing logic introduced as part of the release. A source-type exclusion intended to prevent certain data extraction uploads from generating import tasks also excluded valid inventory uploads. The technical teams developed and validated a corrective hotfix, which was deployed to the EU and APAC production environments on September 16, 2026. Following deployment, the teams continued monitoring the affected services and confirmed that import tasks were being created and processed normally, with no new errors observed. The issue was resolved following the successful deployment and validation of the hotfix. The North America production environment was not affected because it had not yet been upgraded to the 2026 R1.3 release. ‌ **Root Cause** A defect introduced in the 2026 R1.3 release caused valid inventory uploads to be excluded from processing. The change added a exclusion list to prevent data uploads without a valid communication pathway record from creating ITAM batch import tasks. However, the list incorrectly included the valid source type values . Consequently, the batch scheduler excluded valid inventory uploads and did not create the corresponding import tasks. Uploaded inventory files were therefore not processed, resulting in prolonged task states, timeouts, and delayed inventory data updates. Contributing Factors * Overly broad exclusion logic: Fixed source type names were used in the exclusion list, causing legitimate inventory sources to match the exclusion criteria. * Regression test coverage: Few import scenarios were not covered sufficiently in regression testing before the 2026 R1.3 release. ‌ **Remediation Actions** Our teams performed the below actions to restore the services to normalcy: * Defect correction: Updated the inventory processing logic to remove the exclusion rules that incorrectly prevented valid uploads from being processed. * Hotfix validation: Completed testing and validation of the corrective changes before production deployment. * Production deployment: Deployed the updated hotfix to the EU and APAC production environments on September 16, 2026. * Post-deployment verification: Monitored the affected services and confirmed 7 that import tasks were being created and processed normally. * Release integration: Merged the corrective changes into the release and main branches for inclusion in future releases. ‌ **Future Preventative Measures** * Expanded regression testing: Expand regression testing for changes to inventory processing and source-type exclusion logic. * Improved exclusion logic: Ensure that rules intended to exclude specific data extraction uploads do not inadvertently affect valid inventory sources. * Release validation: Strengthen validation of inventory upload and task creation workflows before production releases. * Post-release monitoring: Continue monitoring inventory task creation, processing completion, and timeout patterns to identify similar issues promptly. * Future release coverage: Ensure the corrective changes are included in subsequent releases to prevent recurrence.