Flexera One- IT Asset management - NAM - Inventory processing failures

Update timeline

1. investigating Sep 24, 2026, 10:11 AM UTC

   Incident Description: We identified an issue affecting inventory processing in Flexera One IT Asset Management (ITAM) in the NAM region, impacting a subset of customers. As a result, some inventory uploads are not being processed successfully, causing inventory data displayed in Flexera One ITAM to be delayed and not reflect the most recently uploaded inventory. Priority: P2 Restoration Activity: Our technical teams are actively investigating the issue to identify the underlying cause and implement a fix. We are continuing to monitor the situation closely and will provide further updates as the investigation progresses.

2. investigating Sep 24, 2026, 12:27 PM UTC

   Further investigation indicates that the issue appears to be associated with the service responsible for transferring inventory data to ITAM. Our technical teams are continuing to investigate the issue and are working to identify the underlying cause and determine the appropriate remediation. We will continue to provide further updates as more information becomes available.

3. monitoring Sep 24, 2026, 02:32 PM UTC

   Our team performed targeted pod restarts, following which inventory file processing resumed successfully for all affected customers. Successful processing has been validated through logs and monitoring graphs. We will continue to closely monitor the services to ensure continued stability and provide further updates as additional information becomes available.

4. monitoring Sep 24, 2026, 06:42 PM UTC

   Our technical teams continue to observe successful inventory file processing and stable service operation following the recovery actions. Validation through monitoring confirms that affected inventory files are processing successfully. Backlog recovery is currently in progress, with inventory processing queues continuing to decrease as files are processed. Technical teams are actively monitoring recovery progress and overall service health while the remaining backlog is cleared. We will continue to provide updates as recovery progresses.

5. resolved Sep 24, 2026, 08:32 PM UTC

   This incident was inadvertently marked as resolved with an update intended for a separate incident. Inventory processing recovery remains under monitoring as the remaining backlog continues to clear. Technical teams continue to observe successful file processing and stable service operation. Ongoing recovery updates and backlog monitoring will continue under the newly created incident: https://status.flexera.com/incidents/vztp63wmxjjb We will provide further updates as backlog recovery progresses and recovery validation continues.

6. postmortem Oct 23, 2026, 05:25 PM UTC

   **Description:** Flexera One - IT Asset Management - NAM - Inventory Processing Delays Following Production Release Activity **Timeframe:** September 22, 2026, 7:05 PM PDT - September 25, 2026, 5:30 AM PDT **Incident Summary** On September 24, 2026, technical teams began investigating reports of delayed inventory updates affecting a subset of customers using Flexera One IT Asset Management \(ITAM\) in the North America \(NAM\) region. Although inventory files were being successfully uploaded and remained available, some customers experienced delays in processing these files, preventing the latest inventory information from being reflected in the application. Beacon status information displayed in ITAM could also have been outdated for affected customers. Inventory processing continued normally for other customers. The issue occurred following the ITAM 2026R1.3 production release activity on September 22, 2026. Investigation identified an interruption in the process responsible for transferring uploaded inventory files to the ITAM inventory-processing services. While the affected files remained available in storage, they were not being forwarded for processing. Technical teams also observed elevated application errors during the investigation, although these errors were not conclusively established as the cause of the interruption. Technical teams performed a targeted restart of the affected service component, restoring the transfer of inventory files and allowing processing to resume for previously affected customers. Additional diagnostic logging was enabled to support further investigation. However, a significant backlog of inventory files had accumulated during the interruption and required additional time to process. Following restoration of processing, technical teams continued monitoring inventory activity and the accumulated backlog. By Friday, September 25, 2026, at approximately 5:30 AM PDT, the incident-related backlog had returned to normal operating levels, confirming recovery of inventory processing. **Root Cause** The incident was caused by an interruption in the inventory-processing workflow following the ITAM 2026R1.3 production release activity in the NAM region. Although inventory files were successfully uploaded and remained available in storage, the component responsible for forwarding these files to ITAM processing stopped transferring inventory data for a subset of customers. As a result, affected inventory files were not processed, delaying inventory updates. The issue did not affect all customers, as inventory processing continued normally for other organizations. Investigation identified elevated application errors and behavior indicating that the affected processing component was not recovering as expected. The precise technical condition responsible for the partial interruption remains under investigation. A targeted restart of the affected service component restored inventory processing for impacted customers. The accumulated backlog was subsequently processed, allowing inventory updates to return to normal levels. **Remediation Actions** The following actions were taken during the incident response: 1. **Incident Investigation Initiated:** Technical teams investigated reports of delayed inventory updates affecting a subset of customers in the NAM region and reviewed the inventory-processing workflow to determine the scope of the issue. 2. **Inventory Processing Interruption Identified:** Investigation confirmed that uploaded inventory files were available in storage but were not being forwarded to the processing services for affected customers. 3. **Affected Service Component Restarted:** A targeted restart of the affected service component restored the transfer of inventory files and allowed processing to resume for previously affected customers. 4. **Additional Diagnostic Logging Enabled:** Additional logging was enabled to capture further technical information and support continued investigation into the underlying processing interruption. 5. **Inventory Backlog Recovery Monitored:** Technical teams monitored the accumulated inventory backlog following restoration of processing and confirmed that inventory files were being processed successfully. 6. **Service Recovery Validated:** Technical teams confirmed that the incident-related backlog had returned to normal operating levels by September 25 and that inventory processing remained stable. **Future Preventative Measures** Following the incident, we conducted a retrospective to review the partial inventory-processing failure, the existing inventory-delivery architecture, available diagnostic information, and opportunities to improve processing reliability and failure visibility. The following corrective actions and improvement activities are underway: 1. **Inventory Processing Architecture Improvement:** Work is planned to simplify the inventory-processing integration by enabling ITAM to retrieve uploaded inventory files directly from the storage layer rather than relying on the existing intermediate forwarding service. This change will remove an additional dependency from the processing path and provide greater control over processing, backlog management, capacity, and recovery. 2. **Improved Failure Diagnostics:** The diagnostic logging and telemetry required to capture the relevant service state during a partial inventory-processing failure will be assessed and enhanced as appropriate. This will provide improved technical information to support root-cause determination if a similar condition recurs.