Anaplan experienced a critical incident on April 14, 2025 affecting us1: Data Center - US East and us2: Data Center - US West and 1 more component, lasting 2h 24m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 14, 2025, 07:42 AM UTC
We are currently investigating an issue impacting customers’ ability to run Cloudworks integrations. We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
- investigating Apr 14, 2025, 07:51 AM UTC
We've spotted that something has gone wrong. We're currently investigating the issue, and will provide an update soon.
- investigating Apr 14, 2025, 08:06 AM UTC
Thank you for your patience as we continue to investigate. Currently, the Anaplan platform is unavailable. We do not yet have a time to resolution and will continue to provide updates every 30 minutes as we work to resolve this issue as quickly as possible.
- investigating Apr 14, 2025, 08:41 AM UTC
Thank you for your patience as we continue to investigate this issue. We are aware of issues with authentication which is impacting platform functionality. Currently, we do not yet have a time to resolution. We will continue to provide updates every 30 minutes as we work to resolve this issue as quickly as possible.
- identified Apr 14, 2025, 09:02 AM UTC
Service is recovering and we are working through residual CloudWorks issues. General platform functionality should now be available and you should now be able to resume most normal activities. We will continue to monitor the platform and will provide an update every 30 minutes as we work to fully resolve this issue as quickly as possible.
- monitoring Apr 14, 2025, 09:26 AM UTC
Service has now been restored; you should now be able to resume normal activities. We are currently working through a backlog of CloudWorks integrations in us1: Anaplan Data Center - US East. We will continue to monitor the platform to ensure no additional issues arise. If you have any questions, concerns, or continue to experience issues, please do not hesitate to contact Anaplan Support. We will provide a final update to you when we consider this situation fully resolved.
- monitoring Apr 14, 2025, 09:56 AM UTC
CloudWorks integrations are now running normally and full platform service has been restored; you should now be able to resume normal activities. We will continue to monitor the platform to ensure no additional issues arise. If you have any questions, concerns, or continue to experience issues, please do not hesitate to contact Anaplan Support. We will provide a final update to you when we consider this situation fully resolved.
- resolved Apr 14, 2025, 10:07 AM UTC
We have confirmed that the issue is now resolved. We deeply apologize for any impact this issue may have caused. We appreciate your patience and partnership as we worked through this issue. We will follow up within 7 business days with a detailed root cause analysis (RCA) that will be shared on our Status Page. If you have any question or concerns, please do not hesitate to contact us at Anaplan Customer Care.
- postmortem Apr 23, 2025, 07:54 PM UTC
On April 14, 2025, at 07:27 UTC, our monitoring systems detected degraded performance in the Anaplan platform. This issue affected the following regions: * us1: Anaplan Data Center – U.S. East * us2: Anaplan Data Center – U.S. West * eu2: Anaplan Data Center – Germany * eu1: Anaplan Data Center – Netherlands * us5: Anaplan Google Cloud Public – U.S. East * ap1: Anaplan Google Cloud Public – Japan * us7: Anaplan Amazon Cloud Public – U.S. * eu4: Anaplan Amazon Cloud Public – Europe During the incident, customers may have experienced intermittent errors or degraded performance with API services, CloudWorks™ integration, and authentication. Our investigation found that the issue was caused by a messaging orchestration system not working as expected because of stuck queues. The stuck queues were cleared, and the system was restarted. Service was restored at 09:02 UTC. Post resolution, there was a backlog of CloudWorks integrations that required processing. By 09:26 UTC, the backlog had caught up in all regions except us1: Anaplan Data Center – U.S. East, which was completed by 09:56 UTC. To prevent similar events in the future, we are adding further alerts to the messaging orchestration system to proactively identify stuck queues. We are decoupling the messaging orchestration system from the upstream services to reduce impact. We are also improving our tracing and error messages to enable faster identification of issues with downstream services. We apologize for any impact this incident may have had on your business operations. We are committed to continuously strengthening our systems and procedures. If you have further questions or concerns, please visit [Anaplan Support website](https://support.anaplan.com/). Thank you for your patience during this situation and thank you for being an Anaplan customer.