Anaplan experienced a major incident on September 12, 2025 affecting us2: Data Center - US West, lasting 1h 18m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 12, 2025, 08:14 AM UTC
We are currently investigating an issue resulting in customers experiencing degraded performance when using some functionalities within the User Experience (the UX) pages. We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
- investigating Sep 12, 2025, 08:22 AM UTC
We are currently investigating an issue resulting in customers experiencing intermittent slow performance on the Anaplan Platform. We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
- investigating Sep 12, 2025, 08:50 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.
- monitoring Sep 12, 2025, 09:24 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.
- resolved Sep 12, 2025, 09:32 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 Support.
- postmortem Sep 18, 2025, 05:06 PM UTC
On September 12, 2025, at 07:49 UTC, our monitoring detected errors indicating degraded performance in us2: Data Center - US West. During the incident, customers may have experienced reduced UI performance and slowness when opening models and workspaces. The issue was triggered by a hardware failure on an infrastructure component. While our systems are designed to automatically transfer services to healthy hardware in such an event, this automated recovery process didn't complete as expected. Our engineers immediately intervened to transfer the affected services, and platform performance quickly returned to normal. Full service was restored at 08:42 UTC. Our investigation identified that the failure occurred due to a lost connection to a backend component. This error also prevented our automated recovery process from operating as designed. We are working directly with our vendor to implement a permanent fix to prevent this from happening again. Additionally, we're taking several proactive steps. We are strengthening our automated recovery process to be more resilient, ensuring a seamless transition in the event of a future hardware issue. We are reinforcing our services to better withstand potential hardware faults without impacting your experience. We're also improving our alerting to more precisely pinpoint the point of failure, allowing our team to address potential issues before they affect you. We apologize for any impact this issue may have had on your business operations. We are continuously strengthening our systems and procedures to ensure we avoid future disruptions to your business and users. If you have further questions or concerns, please visit the [Anaplan Support](https://support.anaplan.com/) website. Thank you for your patience during this situation and thank you for being an Anaplan customer.