Flexera One- IT Asset Management - NAM - Service unavailable

Update timeline

1. investigating Sep 23, 2026, 06:51 AM UTC

   Incident Description: We are currently investigating an issue affecting the Flexera One IT Asset Management (ITAM) North America Production environment, which remains unavailable due to scheduled maintenance extending beyond the planned maintenance window. The maintenance activity is still in progress while a database rebuild completes. Priority: P1 Restoration Activity: Our technical teams are actively working to complete the remaining maintenance activity and restore service as quickly as possible. The ETA for the database rebuild is approximately 2 Hours. Our teams are closely monitoring the progress and will provide further details as they become available.

2. investigating Sep 23, 2026, 09:15 AM UTC

   Our technical teams have completed a major phase of the ongoing maintenance activity and are continuing with the remaining processing required to complete the upgrade. The process is taking longer than originally estimated. The environment remains unavailable while these activities are in progress. Teams are actively monitoring the remaining processing and evaluating options to restore service as quickly and safely as possible. Further updates will be provided as the upgrade progresses and the restoration timeline becomes clearer.

3. monitoring Sep 23, 2026, 11:47 AM UTC

   The upgrade has been completed successfully. Our teams are now working to restore the services and perform post-deployment validation.

4. monitoring Sep 23, 2026, 01:02 PM UTC

   The upgrade has been completed successfully, and the site is now back online. Our team is performing final validation checks to confirm service stability before declaring the incident resolved.

5. resolved Sep 23, 2026, 03:57 PM UTC

   Service has been restored and is operating normally. Following recovery, technical teams completed extended monitoring and validation activities and have confirmed stable operation. The incident is now considered resolved.

6. postmortem Sep 30, 2026, 04:02 PM UTC

   **Description:** Flexera One – IT Asset Management – North America – Service Unavailability Following 2026R1.3 Maintenance **Timeframe:** September 22, 2026, 9:00 PM PDT – September 23, 2026, 5:47 AM PDT **Incident Summary** On September 22, 2026, Flexera conducted the planned 2026R1.3 production release for Flexera One IT Asset Management in the North America region. The upgrade progressed successfully across the vast majority of databases within the environment. However, when the scheduled maintenance window concluded at 9:00 PM PDT, a required database migration operation remained in progress. Because the production environment could not be restored until the migration completed, IT Asset Management remained unavailable beyond the scheduled maintenance period. The remaining migration required a large database index rebuild involving a significant volume of data. The operation became the critical path for completing the release and took substantially longer than anticipated. After the initial index-processing stage completed, the database still needed to perform additional sorting and index-creation activities. This work continued for several hours and extended the overall duration of the migration. During the investigation, technical teams evaluated available recovery options, including whether the affected database could be temporarily separated from the migration path to allow the remainder of the environment to return to service. Due to the stage of the deployment and the additional recovery work this approach would have required, the most reliable recovery path was to allow the database operation to complete before restoring the environment. Once the database migration completed, technical teams began restoring application and supporting services. During startup, an additional service-recovery issue was encountered that required manual intervention before restoration could continue. Following remediation, the remaining application and platform services were successfully restored. Technical teams then completed validation activities, confirmed customer access, and performed extended monitoring to verify service stability. Customer impact ended on September 23, 2026, at 5:47 AM PDT. **Root Cause** The outage was caused by a database index configuration discrepancy that was identified during the 2026R1.3 migration, resulting in a large index rebuild operation that substantially exceeded the planned maintenance window. Post-incident investigation determined that an index within the affected database did not match the database structure expected by the current release. The index had previously been recreated using an older definition that did not incorporate a subsequent database design change. During the 2026R1.3 deployment, the migration process identified this difference and initiated the database operation required to bring the index into alignment with the current database definition. Because of the exceptionally large size of the dataset involved, the resulting rebuild became a long-running and resource-intensive operation that significantly exceeded the planned maintenance window. Once the rebuild was underway, the remaining processing duration could not be reliably predicted, which made it difficult to provide an accurate completion estimate while the operation continued. **Remediation Actions** The following actions were taken during the incident response: * Index Rebuild Monitored: The index rebuild and remaining database upgrade activities were continuously monitored through completion. * Recovery Options Evaluated: Available restoration approaches were assessed to determine the safest and most reliable path for returning the production environment to service. * Database Upgrade Completed: The index rebuild and remaining database upgrade activities were completed before application restoration began. * Application and Supporting Services Restored: Application and supporting services were restored. Targeted recovery actions were performed when an additional service-startup issue was encountered. * Service Recovery Validated: Customer access and application functionality were confirmed, remaining background processing was reviewed, and extended monitoring was completed to verify stable operation. **Future Preventative Measures** Flexera recognizes the significance and duration of this outage and the impact it had on customers in the North America region. A full root cause analysis and cross-functional retrospective have been completed, and the following preventative measures have been identified as part of the ongoing improvement effort: 1. Database Procedure Validation: Technical teams are assessing how database remediation procedures are reviewed and maintained to ensure they remain aligned with current product requirements as the platform evolves. 2. Pre-Deployment Verification: Release-validation processes are being evaluated to determine how unexpected database configuration differences can be identified and assessed before production maintenance begins. 3. High-Impact Operation Assessment: Technical teams are assessing how potentially long-running or resource-intensive database operations can be identified during release preparation so their expected duration and operational impact can be better understood before deployment. 4. Release Readiness and Recovery Planning: Release-readiness and recovery-planning practices are being reviewed to improve visibility into activities that may significantly affect deployment duration and service-restoration timelines. Providing reliable and resilient services remains a priority. The findings from the completed root cause analysis and retrospective are being incorporated into technical and operational improvements intended to reduce the likelihood of recurrence and strengthen the planning and execution of future maintenance activities.