Platform Alerts

Update timeline

1. investigating Mar 12, 2026, 05:22 PM 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. identified Mar 12, 2026, 05:34 PM 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.

3. monitoring Mar 12, 2026, 05:40 PM 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.

4. resolved Mar 12, 2026, 06:07 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 Support.

5. postmortem Mar 23, 2026, 06:06 PM UTC

   On March 12, 2026, between 17:06 and 17:47 UTC, customers in the us5: Cloud - US East region were unable to open models or encountered errors when accessing the platform. Existing connections and workspaces already open were unaffected. **Root cause** A configuration change to a back-end processing system in the us5: Cloud - US East region inadvertently caused processing components to become unevenly distributed across our computing resources. This uneven distribution led to increased system load and degraded performance, preventing some users from accessing their workspaces and models. **Recovery** Our engineering team identified the issue and took immediate action. We reverted the configuration change and performed a controlled restart of the affected processing components in the us5: Cloud - US East region. By 17:47 UTC, error rates had returned to normal levels, and the issue was fully resolved. Following the resolution, a small number of models remained in a stuck state. Our Support team performed targeted restarts to complete recovery for those specific workspaces. **Corrective and preventative actions** We're implementing the following improvements to prevent similar disruptions: * We've completed the migration to dedicated resources for our processing system. This ensures a more even distribution of workload across computing resources and prevents the concentration issues that caused this incident. * We're improving our automated monitoring to detect uneven resource distribution earlier. This enables our engineering team to identify and address similar issues before they affect customers. **Closing** We apologize for the impact this issue has had on your operations. We're committed to the improvements outlined above to prevent similar disruptions. If you have questions or concerns, please contact our [Support](https://support.anaplan.com/) team.