Flexera One - NAM - Access Disruption

Update timeline

1. investigating Sep 14, 2026, 10:23 PM UTC

   Incident Description: We are currently investigating an issue affecting access to Flexera One services in the NAM region. The impacted customers may experience difficulties accessing the platform or may encounter errors after authentication. Priority: P1 Restoration Activity: Our technical have been engaged and are actively investigating the issue to identify the underlying cause and restore normal service as quickly as possible.

2. resolved Sep 14, 2026, 11:00 PM UTC

   Our investigation identified a connectivity issue within a service dependency path that affected customer access in the North America environment. Our technical teams updated the routing configuration, successfully restoring connectivity between the affected services. Service has been fully restored and is operating normally. The issue is resolved.

3. postmortem Sep 30, 2026, 03:43 PM UTC

   **Description:** Flexera One – IT Asset Management – North America – Service Unavailability Following 2026R1.3 Maintenance **Timeframe:** September 22, 2026, 9:00 PM PDT – September 23, 2026, 5:47 AM PDT **Incident Summary** On September 22, 2026, Flexera conducted the planned 2026R1.3 production release for Flexera One IT Asset Management in the North America region. The upgrade progressed successfully across the vast majority of databases within the environment. However, when the scheduled maintenance window concluded at 9:00 PM PDT, a required database migration operation remained in progress. Because the production environment could not be restored until the migration completed, IT Asset Management remained unavailable beyond the scheduled maintenance period. The remaining migration required a large database index rebuild involving a significant volume of data. The operation became the critical path for completing the release and took substantially longer than anticipated. After the initial index-processing stage completed, the database still needed to perform additional sorting and index-creation activities. This work continued for several hours and extended the overall duration of the migration. During the investigation, technical teams evaluated available recovery options, including whether the affected database could be temporarily separated from the migration path to allow the remainder of the environment to return to service. Due to the stage of the deployment and the additional recovery work this approach would have required, the most reliable recovery path was to allow the database operation to complete before restoring the environment. Once the database migration completed, technical teams began restoring application and supporting services. During startup, an additional service-recovery issue was encountered that required manual intervention before restoration could continue. Following remediation, the remaining application and platform services were successfully restored. Technical teams then completed validation activities, confirmed customer access, and performed extended monitoring to verify service stability. Customer impact ended on September 23, 2026, at 5:47 AM PDT. **Root Cause** The outage was caused by a database index configuration discrepancy that was identified during the 2026R1.3 migration, resulting in a large index rebuild operation that substantially exceeded the planned maintenance window. Post-incident investigation determined that an index within the affected database did not match the database structure expected by the current release. The index had previously been recreated using an older definition that did not incorporate a subsequent database design change. During the 2026R1.3 deployment, the migration process identified this difference and initiated the database operation required to bring the index into alignment with the current database definition. Because of the exceptionally large size of the dataset involved, the resulting rebuild became a long-running and resource-intensive operation that significantly exceeded the planned maintenance window. Once the rebuild was underway, the remaining processing duration could not be reliably predicted, which made it difficult to provide an accurate completion estimate while the operation continued. **Remediation Actions** The following actions were taken during the incident response: • Index Rebuild Monitored: The index rebuild and remaining database upgrade activities were continuously monitored through completion. • Recovery Options Evaluated: Available restoration approaches were assessed to determine the safest and most reliable path for returning the production environment to service. • Database Upgrade Completed: The index rebuild and remaining database upgrade activities were completed before application restoration began. • Application and Supporting Services Restored: Application and supporting services were restored. Targeted recovery actions were performed when an additional service-startup issue was encountered. • Service Recovery Validated: Customer access and application functionality were confirmed, remaining background processing was reviewed, and extended monitoring was completed to verify stable operation. **Future Preventative Measures** Flexera recognizes the significance and duration of this outage and the impact it had on customers in the North America region. A full root cause analysis and cross-functional retrospective have been completed, and the following preventative measures have been identified as part of the ongoing improvement effort: 1. Database Procedure Validation: Technical teams are assessing how database remediation procedures are reviewed and maintained to ensure they remain aligned with current product requirements as the platform evolves. 2. Pre-Deployment Verification: Release-validation processes are being evaluated to determine how unexpected database configuration differences can be identified and assessed before production maintenance begins. 3. High-Impact Operation Assessment: Technical teams are assessing how potentially long-running or resource-intensive database operations can be identified during release preparation so their expected duration and operational impact can be better understood before deployment. 4. Release Readiness and Recovery Planning: Release-readiness and recovery-planning practices are being reviewed to improve visibility into activities that may significantly affect deployment duration and service-restoration timelines. Providing reliable and resilient services remains a priority. The findings from the completed root cause analysis and retrospective are being incorporated into technical and operational improvements intended to reduce the likelihood of recurrence and strengthen the planning and execution of future maintenance activities.

4. postmortem Oct 12, 2026, 10:47 AM UTC

   **Description:** Flexera One - NAM - Access Disruption **Timeframe:** September 14, 2026, 3:10 PM PDT to September 14, 2026, 4:00 PM PDT ‌ **Incident Summary** On Monday, September 14, 2026, at 3:10 PM PDT, our teams identified an issue affecting customer access to Flexera One in the North America production region. Symptoms included prolonged application loading and authentication failures. The investigation confirmed that the impact was limited to NAM. The investigation identified a connectivity issue between services responsible for access control and audit-related functionality. Following a planned change, requests were directed to a downstream service environment that could not be reached through the established communication path. This disrupted communication between the dependent services, resulting in repeated service failures and instability that affected customer access. The technical teams corrected the affected routing configuration and restored connectivity between the dependent services. Following these changes, service stability recovered, and customer access to Flexera One in NAM was validated. The incident was resolved on September 14, 2026, at 4:00 PM PDT, and the platform returned to normal operation. ‌ **Root Cause** The incident was caused by an incorrect service routing configuration introduced during the migration of audit-related services in the NAM environment. This prevented dependent services from communicating successfully, resulting in service instability and customer access failures. Contributing factor: The traffic migration to Audit Services in the NAM region proceeded without fully establishing service connectivity and readiness in the target environment. Although the corresponding migration was operating successfully in other production regions, additional validation was required before proceeding with NAM. ‌ **Remediation Actions** Flexera technical teams performed the below actions to restore the services to normalcy: * Routing correction: Updated the affected service routing configuration to restore connectivity between the dependent services. * Service recovery: Confirmed that the affected services recovered and returned to stable operation. * Access validation: Validated successful customer access to Flexera One in the NAM production region. * Post-restoration monitoring: Verified service health following remediation to confirm that normal operation had resumed. ‌ **Future Preventative Measures** * Pre-migration validation: Strengthen validation for dependent services to ensure they are reachable and operating correctly in the target region before migrating production traffic. * Regional readiness checks: Strengthen region-specific readiness assessments. * Migration safeguards: Introduce additional validation checkpoints to identify connectivity and routing issues before they affect customers. * Post-migration verification: Perform targeted service connectivity and customer access checks following each regional traffic migration.