Flexera One - IT asset management- EU - Intermittent Black/Pink screen error

Update timeline

1. resolved Sep 12, 2026, 11:40 AM UTC

   Incident Description: Our teams earlier detected an intermittent issue that affected a subset of customers using Flexera One IT Asset Management in the EU environment. Affected customers may have intermittently experienced missing ITAM menu items, blank or pink error screens, or difficulty loading ITAM pages, while other Flexera One modules remained accessible. Priority: P2 Impact Start: September 10, 2026 , 2:00 AM PDT Impact End: September 10, 2026 , 6:00 AM PDT Resolution: The issue self-resolved, and affected customers regained access to ITAM functionality. Our technical teams monitored the environment and confirmed that error levels decreased and the service returned to a stable state. Next Actions: Our teams will continue to investigate the underlying root cause for the issue and further details will be shared via a post mortem report.

2. postmortem Oct 15, 2026, 10:36 AM UTC

   **Description:** Flexera One – IT Asset Management – EU – Intermittent UI Access Issues **Timeframe:** September 10, 2026, 2:00 AM PDT– September 10, 2026, 6:00 AM PDT ‌ **Incident Summary** On September 10, 2026, a subset of customers using Flexera One IT Asset Management \(ITAM\) in the EU region experienced intermittent issues accessing ITAM functionality. Symptoms included missing ITAM menu items, blank or pink error screens, and intermittent failures when loading the ITAM user interface. Other Flexera One modules remained accessible, and ITAM functionality continued to work intermittently throughout the incident. The issue self-resolved without any targeted remediation. Error volumes decreased significantly, affected customers regained access to ITAM, and engineering teams confirmed that authentication-related error rates had returned to normal levels. Teams continued monitoring the environment to confirm stability. The exact number of affected customers and root cause could not be determined because the available logging did not provide sufficient tenant-level visibility. The underlying cause was identified following a similar incident in the North America region on September 24, 2026. Investigation determined that a connection-management issue introduced during the ITAM 2026 R1.3 production release was responsible for the intermittent failures. A corrective hotfix intended to address this behavior had been prepared for the release but was not applied during the Production deployment. Following identification of the root cause, the corrective hotfix was deployed to Production and validated across all production regions. Additional improvements to release validation and application monitoring are being implemented to reduce the risk of recurrence. ‌ **Root Cause** The incident was caused by a connection-management issue introduced during the ITAM 2026 R1.3 production release. A change to the application authentication flow caused new service connections to be created repeatedly rather than reusing existing connections. Over time, these connections accumulated and exhausted the available connection capacity within affected application components. Once that capacity was exhausted, new application requests could not be established successfully. This resulted in authentication-related failures and prevented portions of ITAM functionality from loading, causing missing menu items, error messages, and intermittent loss of access for affected customers. A hotfix correcting this behavior had already been created and was included in the release deployment plan before the Production deployment. The hotfix had initially been designated for the validation environment because Production had not yet been upgraded. It was intended to be applied to Production as part of the R1.3 release, but it was not applied during the Production deployment. As a result, the connection-management correction was not in place when the release went live. ‌ **Remediation Actions** * Service Recovery: The issue self-resolved, with error volumes decreasing and affected customers regaining access to ITAM. * Recovery Validation: Engineering teams confirmed that authentication-related error rates had returned to normal levels. * Continued Monitoring: Teams monitored service health and error trends to confirm that the environment had stabilized. * Subsequent Corrective Fix: Following identification of the underlying cause during the September 24, 2026, North America incident, a corrective hotfix was deployed to Production to address the connection-management issue. * Cross-Region Validation: The corrective change was validated across all production regions to ensure consistent implementation. ‌ **Future Preventative Measures** Following the incidents, we conducted a retrospective to review the technical cause, release and hotfix deployment process, monitoring capabilities, and factors that contributed to the customer impact. The following measures have been completed or are being implemented: * Connection Management Correction: The corrective change has been implemented to ensure service connections are appropriately reused and to prevent connection accumulation from exhausting available application resources. * Production Deployment Validation: The connection-management correction has been deployed and validated across all production regions to ensure consistent implementation. * Release and Hotfix Process Improvements: Release procedures are being strengthened so that hotfixes included in release deployment plans are consistently designated for Production deployment, including hotfixes initially created or validated before the Production environment is upgraded. * Hotfix Process Review: We are evaluating improvements to the overall hotfix process to reduce reliance on production hotfixes and further reduce the risk of required corrective changes not being included in future production releases. * Enhanced Application Monitoring: Additional application-level monitoring and alerting are being implemented to improve early detection of intermittent failures and abnormal error conditions before they result in broader customer impact.