Flexera One – IT Visibility – NA – Data Explorer Request Failures

Update timeline

1. investigating Mar 31, 2026, 08:08 PM UTC

   Incident Description: We are investigating an issue affecting Data Explorer within Flexera One IT Visibility in the NA region. Customers may encounter errors when using Data Explorer, and requests may fail to return results as expected. Priority: P2 Restoration Activity: Our technical teams are actively investigating the issue and working to restore normal functionality. We are closely monitoring progress and will provide further updates as they become available.

2. identified Mar 31, 2026, 08:53 PM UTC

   Our technical teams have identified a potential cause and are actively implementing mitigation steps to restore Data Explorer functionality in the NA region. Current investigation indicates the failure is related to a service-side issue affecting request processing, and rollback actions are currently in progress. We are monitoring the outcome of these changes closely and will provide a further update as soon as more information becomes available.

3. resolved Mar 31, 2026, 09:38 PM UTC

   Rollback actions have been completed successfully, and Data Explorer functionality has been restored in the NA region. Our investigation determined the issue was related to a service-side deployment/configuration problem affecting request processing. Service has been validated following mitigation, and requests are now completing as expected. We will complete a full root cause analysis with the teams involved and provide a post-mortem report outlining the underlying cause and preventive measures identified.

4. postmortem Apr 20, 2026, 06:07 AM UTC

   **Description:** Flexera One – IT Visibility – NA – Data Explorer Request Failures **Timeframe:** March 31, 2026, 12:41 PM PDT to March 31, 2026, 1:56 PM PDT ‌ **Incident Summary** ‌ On Tuesday, March 31, 2026, at 12:41 PM PDT, our teams detected an issue affecting the Data Explorer feature within Flexera One IT Visibility in the NA region. Customers in this region encountered errors when using Data Explorer; requests failed to return results as expected and, in some cases, resulted in HTTP 500 errors, preventing successful query execution. The impact was isolated to Data Explorer functionality in the NA region. Other regions, including EU and APAC, were not affected, and the broader Flexera One platform remained fully accessible throughout the incident. Engineering teams began investigating immediately and determined that the issue originated in a backend service responsible for processing Data Explorer queries. Initial analysis suggested a potential problem with request handling. Subsequent validation confirmed that customer requests were valid and that the failure was occurring service-side within this backend component. The issue was resolved by reverting the affected configuration changes in the backend service, which restored service stability. Post-recovery validation confirmed that Data Explorer queries completed successfully and that normal functionality was fully restored for customers in the NA region. ‌ **Root Cause** ‌ During their investigations, our technical teams identified that the issue was caused by a partial or inconsistent deployment in the NA region. Configuration changes were applied without the corresponding service components being fully deployed. This mismatch caused runtime failures during query processing, resulting in HTTP 500 errors when Data Explorer queries were executed.The issue was not related to authentication or customer-submitted queries, despite initial error messages suggesting otherwise. Contributing Factors: * Partial Deployment State: Configuration updates were applied without matching service binaries. * Service Runtime Failures: The mismatch led to failures during query generation in the backend service. * Misleading Error Messages: UI errors suggested request issues, which delayed precise identification of the service-side cause. * Regional Isolation: The issue was limited to NA due to differences in deployment state across regions. ‌ **Remediation Actions** ‌ The following remediation steps were implemented to restore service functionality: * Reverted the affected configuration changes in the NA environment. * Restored alignment between deployed configuration and service components. * Validated successful execution of Data Explorer queries across affected organizations. * Monitored system performance to confirm stability post-recovery. ‌ **Future Preventative Measures** ‌ * Review Post-Deployment Consistency Checks: Ensure configuration and service components are aligned across all regions after deployment. * Enhance Error Handling and Messaging: Improve system behavior so backend failures are accurately reflected in user-facing error messages. * Strengthen Regional Deployment Monitoring: Expand monitoring coverage for critical services to detect issues earlier. * Improve Rollback Validation Processes: Establish more robust validation steps to ensure faster and more reliable recovery following rollback actions.