Flexera Support Cases - Delayed or Failed Email Notifications for Case Updates

Update timeline

1. investigating Aug 07, 2026, 04:55 AM UTC

   Issue Description: Our teams have identified that some Flexera customers' email systems are rejecting emails sent containing notifications of updates on Flexera Support cases. Priority: P3 Restoration Activity: Technical teams are actively investigating the issue. In the meantime, please login to the Flexera Community and use the Support Case portal at https://community.flexera.com/s/case/Case/Default to review case status and check for any updates.

2. identified Aug 07, 2026, 12:28 PM UTC

   Our teams have identified the cause of the issue and are currently working to resolve it.

3. identified Aug 08, 2026, 10:48 AM UTC

   Our teams continue to work toward a resolution. During the ongoing investigation, we identified that in some instances emails from Flexera may be being blocked by SharePoint. Addressing this issue requires additional investigation and coordination with the relevant parties to ensure the appropriate corrective actions are taken. We will continue to provide updates as more information becomes available.

4. identified Aug 10, 2026, 10:10 AM UTC

   Our teams continue working toward a resolution. Additional investigation and coordination with the appropriate teams are underway to restore normal email flow. We will provide further updates as more information becomes available.

5. monitoring Aug 12, 2026, 01:50 PM UTC

   Our teams have implemented corrective measures and are observing positive results. Initial validation testing has been successful, indicating that the mitigation actions are effective. We will continue to closely monitor the service to ensure ongoing stability and will provide further updates as they become available.

6. resolved Aug 14, 2026, 05:41 AM UTC

   After extended monitoring, our teams have confirmed that all email updates are being delivered successfully. This incident has been declared as resolved.

7. postmortem Aug 21, 2026, 09:13 AM UTC

   **Description:** Flexera Support Cases – Delayed or Failed Email Notifications **Timeframe:** August 5, 2026, 12:00 AM PDT to August 13, 2026, 11:10 AM PDT ‌ **Incident Summary** ‌ On August 5, 2026, our teams identified an issue affecting email notifications for Flexera Support cases. During the incident, some customers did not receive email notifications when updates were made to their support cases, which may have delayed awareness of case activity and progress. Our technical teams investigated the issue and determined that an issue with the email delivery configuration was causing some outbound support case notifications to be rejected by recipient email systems. As an interim measure, customers were advised to access the Flexera Community Support Case portal directly to review their case status and updates. Our teams implemented a permanent change to the email delivery configuration and subsequently validated notification delivery. Following the remediation, email notifications were confirmed to be operating as expected, and the incident was resolved on August 13, 2026, at 11:10 AM PDT. ‌ **Root Cause** ‌ * Email Delivery Configuration: An issue with the configuration used to deliver customer-facing support case notifications caused some emails to be rejected by recipient email systems. * Notification Delivery: The affected configuration resulted in some customers not receiving email notifications when updates were made to their support cases. * Customer Impact: The issue affected email notifications only; customers could continue to access their support cases directly through the Flexera Community Support Case portal. ‌ **Remediation Actions** ‌ * Updated Email Delivery Configuration: The email delivery configuration was permanently updated to use the appropriate primary email delivery infrastructure. * Notification Validation: Teams validated outbound notification delivery following the configuration change. * Customer Workaround: During the incident, customers were advised to access the Flexera Community Support Case portal directly to review case status and updates. * Service Monitoring: Teams monitored email notification delivery following remediation to confirm continued stability. ‌ **Future Preventative Measures** * Maintain Approved Email Routing: Customer-facing support case notifications will continue to use the primary email delivery infrastructure established through the permanent remediation. * Email Delivery Monitoring: Enhance monitoring and alerting for outbound support case notification failures and rejected messages to provide earlier detection of potential delivery issues.