Platform Alerts

Update timeline

1. investigating Mar 14, 2026, 05:24 AM UTC

   We are currently investigating an issue resulting in some customers not being able to load models. We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.

2. investigating Mar 14, 2026, 05:51 AM UTC

   Thank you for your patience as we continue to investigate this issue. 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.

3. investigating Mar 14, 2026, 06:25 AM UTC

   Thank you for your patience as we continue to investigate this issue. 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.

4. investigating Mar 14, 2026, 06:59 AM UTC

   Thank you for your patience as we continue to investigate this issue. We are investigating the errors you are receiving when trying to load your models, with the highest priority. 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.

5. investigating Mar 14, 2026, 07:29 AM UTC

   Thank you for your patience as we continue to investigate this issue. 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.

6. identified Mar 14, 2026, 08:07 AM UTC

   We have identified the likely cause of the issue, and we are focused right now on restoring service as quickly as possible. Currently, we do not yet have a time to resolution. We will provide further updates in 30 minutes or upon resolution.

7. identified Mar 14, 2026, 08:41 AM UTC

   We have identified the likely cause of the issue, and we are focused right now on restoring service as quickly as possible. Currently, we do not yet have a time to resolution. We will provide further updates in 30 minutes or upon resolution.

8. monitoring Mar 14, 2026, 08:54 AM UTC

   Service has now 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.

9. resolved Mar 14, 2026, 09:02 AM UTC

   We have confirmed that the issue is now resolved. If you still experience issues with opening your model, please close down any you have open and try again. This should resolve the issue. 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 Support.

10. postmortem Mar 25, 2026, 05:18 PM UTC

    On March 14, 2026, at 05:18, customers in the us5: Cloud - US East region experienced a service disruption. During this time, users were unable to load models or experienced severe slowness when attempting to open them. Additionally, some user requests timed out or failed entirely due to authentication and token signature errors. **Root cause** The disruption was caused by elevated storage latency in the US5 region, which resulted in delayed data save operations. This latency was traced back to a vendor software defect in the underlying storage platform. Specific traffic patterns to the US5 region interacted with this software issue, causing intermittent delays when exporting and saving data. These delays cascaded through the system, ultimately leading to the severe slowness, timeouts, and authentication errors experienced by our users. **Recovery** Upon detecting the issue, our engineering teams initially attempted to stabilize the data storage system. When these initial steps didn't fully resolve the timeouts, the team took decisive action to restore service by moving all affected workspaces and model pools to an alternative, stable storage system. By 09:03 UTC, service was successfully restored for all affected users. To permanently address the underlying cause, the storage infrastructure was upgraded to a remediated software release on March 19, 2026. System monitoring confirmed that storage performance returned to normal, stable levels following this upgrade. **Corrective and preventative actions** To prevent similar occurrences and improve our overall service resiliency, we have identified and are implementing the following improvements: * We accelerated our planned upgrade of the storage platform in us5: Cloud - US East to the latest software version, completing it on March 19, 2026. This resolves the software defect that caused the write latency issues, and the upgraded version has now been rolled out across all regions. * We are implementing enhanced monitoring and alerting for storage latency and model save performance across all regions. This enables us to detect storage performance degradation before customers experience issues opening or saving models. * We are updating our operational procedures that include a defined path for moving workspaces to alternative storage systems when storage-related performance issues are detected. This ensures we can move affected workspaces more quickly to alternative storage systems while addressing underlying issues. * We are improving error messages to accurately reflect temporary model availability issues. This helps customers better understand when models are temporarily unavailable due to system conditions. **Closing** We apologize for the impact this issue has had on your operations. We are committed to the improvements outlined above to prevent similar disruptions. If you have further questions, please visit our [Support website](https://support.anaplan.com/). We appreciate your patience during this incident and value the trust you place in Anaplan.