Anaplan experienced a major incident on April 16, 2025 affecting us3: Cloud - US, lasting 2h 19m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 16, 2025, 06:31 PM UTC
We are currently investigating an issue affecting users ability to successfully access the Anaplan platform. While users are able to successfully log in, they may experience functionality issues after authentication. We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
- investigating Apr 16, 2025, 06:35 PM UTC
We are continuing to investigate this issue.
- investigating Apr 16, 2025, 06:54 PM UTC
We have identified an issue and are actively investigating the cause. Updates will be provided as more information becomes available.
- monitoring Apr 16, 2025, 07:38 PM UTC
Service is steadily returning to a normal state. As we continue to monitor the situation, we recommend clearing your cookies and cache to ensure full resolution on your end. 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 16, 2025, 08:51 PM 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 29, 2025, 02:56 PM UTC
On April 16, 2025, at 18:15 UTC, users started to encounter difficulties logging into the Anaplan platform. During the incident, users may have struggled to log in and/or received an error message "431 - Header too large" when using the platform. This impacted users in us3: Anaplan Google Cloud-Dedicated. Our investigation found that the issue related to a configuration change that had been made to an authentication component earlier that day. We performed a comprehensive rollback and completed a rolling restart of the impacted service to restore stability. Additionally, we advised affected customers to clear their browsing data. Full service was restored at 20:50 UTC. Following this incident, we've initiated a thorough review of our pre- and post-release testing procedures. We’re also optimizing our authentication service to enable self-recovery. These enhancements to our release process will help us identify issues earlier and address them as soon as possible. We apologize for any impact this might have had on your business operations. We’re continuously strengthening our systems and procedures to ensure we avoid future disruption to your business and users. If you have further questions or concerns, please visit our [Support website](https://support.anaplan.com/). Thank you for your patience during this situation and thank you for being an Anaplan customer.