Anaplan experienced a critical incident on July 17, 2025 affecting ae1: Cloud - UAE, lasting 5m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 17, 2025, 04:50 PM UTC
We are currently investigating an issue resulting in customers experiencing issues when logging on to the Anaplan Platform. We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
- resolved Jul 17, 2025, 04:55 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 Jul 28, 2025, 03:01 PM UTC
On July 17, 2025, at 16:03 UTC, we received alerts indicating that the platform was unavailable in the following regions: * ae1: Cloud - UAE * in1: Cloud - India During this time, we completed a rollback of a change from the authentication service to resolve an issue with a data connector. As the rollback was completed, we identified that it had inadvertently removed a component from the region. We redeployed the component, and full service was restored at: * 16:50 UTC for ae1: Cloud - UAE * 16:35 UTC for in1: Cloud - India We have thoroughly reviewed how this situation arose. The authentication service uses a custom rollback mechanism, which includes pre-deployment validation. The change included an update to the underlying component. These state changes weren't correctly recorded in the deployment system after the initial rollout. The custom rollback mechanism identified the conflicting version details. This resulted in the removal of the component when the change was rolled back. To address this issue, we're reviewing the custom rollback mechanism to ensure the deployment system correctly records changes. We're also simplifying the change procedure for the authentication service. This includes segregating updates to the component to reduce complexity when rollbacks are required. We apologize for any impact this issue may have had on your business operations. We're continuously strengthening our systems and procedures to ensure we avoid future disruptions to your business. 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 we appreciate your continued trust in Anaplan.