Flexera One - IT Asset Management - NAM - Menu items not loading

Update timeline

1. investigating Sep 24, 2026, 02:08 PM UTC

   Incident Description: We are investigating an issue affecting a subset of customers using Flexera One IT Asset Management (ITAM) in the NAM region. Affected customers may experience issues with navigation, including menu items not being visible in the ITAM interface, resulting in limited access to some functionality. Priority: P2 Restoration Activity: Our technical teams are actively investigating this issue and working to restore full functionality. We will continue to provide updates as more information becomes available.

2. investigating Sep 24, 2026, 03:44 PM UTC

   Technical teams continue to investigate the issue affecting Flexera One IT Asset Management in the NAM Production environment. Current efforts are focused on identifying where the failures are occurring within the affected workflow. Teams are reviewing application behavior, validation processes, service interactions, platform telemetry, and any recent changes or environmental conditions that may be contributing to the issue. The investigation remains ongoing, and further updates will be provided as additional information becomes available.

3. investigating Sep 24, 2026, 05:48 PM UTC

   Technical teams have made progress narrowing the scope of the issue and are focusing on the application components involved in loading user access and navigation information. Current findings indicate that some requests within this process are not completing as expected, resulting in menu items failing to load for affected users. Work remains ongoing to determine the underlying cause and validate the appropriate remediation. Additional updates will be provided as more information becomes available.

4. monitoring Sep 24, 2026, 06:39 PM UTC

   Technical teams are currently observing stable service behavior and a significant reduction in the errors associated with this incident. Affected application functions are operating normally based on current telemetry and monitoring data. While service stability has improved, technical teams continue to monitor the environment closely to confirm that the issue does not recur. Investigation into the underlying cause remains ongoing. We will continue monitoring and provide further updates as additional information becomes available.

5. resolved Sep 24, 2026, 08:33 PM UTC

   Technical teams have confirmed that service has remained stable and affected IT Asset Management functionality is operating normally. During the investigation, technical teams identified connection saturation conditions affecting application components responsible for user access and navigation functions. These conditions were observed during the impact window and coincided with the failures experienced by affected users. Service functionality recovered, and customer validation confirmed that affected ITAM pages and menu items were loading successfully. Following a period of monitoring with no recurrence of the issue, the incident is now considered resolved. A detailed review of the incident is ongoing to further validate contributing factors and identify any additional preventative actions.

6. postmortem Oct 08, 2026, 11:23 AM UTC

   **Description:** Flexera One – IT Asset Management – NAM – Menu Items Not Loading **Timeframe:** September 24, 2026, 5:27 AM PDT – September 24, 2026, 10:48 AM PDT **Incident Summary** On September 24, 2026, customers using Flexera One IT Asset Management \(ITAM\) in the North America region experienced intermittent issues loading application menu items and accessing portions of ITAM functionality. Some customers encountered partially loaded or missing menus, error messages, and inconsistent application behavior. Technical teams investigated the issue across the application and supporting services and identified abnormal connection utilization within components supporting ITAM functionality. As available connection capacity became exhausted, some application requests could no longer complete successfully, resulting in authentication-related failures and preventing portions of ITAM functionality from loading. Service began recovering at approximately 10:46 AM PDT, before deployment of the corrective hotfix was completed. The last related application errors were recorded at 10:48 AM PDT. Technical teams continued investigating the underlying cause while monitoring the environment and validating customer functionality. Post-incident analysis indicated that application services on the affected servers had restarted, releasing accumulated connections and allowing new connections to be established. The corrective hotfix was subsequently deployed as a preventative measure to address the connection-handling behavior while investigation into the underlying cause continued. Following continued monitoring and customer validation, technical teams confirmed that ITAM functionality had returned to normal operation. **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** 1. Incident Investigation Initiated: Technical teams investigated the application errors and intermittent loss of ITAM functionality to determine the scope and underlying cause. 2. Connection Saturation Identified: Analysis of affected application components identified abnormal connection accumulation that was exhausting available connection capacity and preventing new application requests from completing successfully. 3. Corrective Hotfix Confirmed: Technical teams identified the existing hotfix that corrected the connection-handling behavior by reusing service connections rather than creating new connections for each request. 4. Corrective Hotfix Deployed: The hotfix was deployed to Production as a preventative measure to address the connection-management issue and prevent further connection accumulation. 5. Service Recovery Validated: Technical teams continued monitoring application behavior and validating customer functionality after recovery to confirm that ITAM services had returned to normal operation. **Future Preventative Measures** Following the incident, 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: 1. 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. 2. Production Deployment Validation: The connection-management correction has been deployed and validated across all production regions to ensure consistent implementation. 3. 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. 4. 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. 5. 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.