Flexera One – IT Visibility – EU – Errors Affecting Evidence UI and Export Functions

Update timeline

1. investigating Mar 31, 2026, 03:04 PM UTC

   Incident Description: We are investigating an issue affecting Flexera One IT Visibility in the EU region. Customers may experience errors when accessing the Evidence UI and may also encounter failures with ZIP exports and Query exports. Priority: P2 Restoration Activity: Our technical teams are actively investigating the issue and working to restore full functionality as quickly as possible.

2. identified Mar 31, 2026, 04:02 PM UTC

   Our technical teams have identified a recent change as a likely contributor to the issue and are actively working to restore affected functionality in the EU region. As part of mitigation, teams are preparing an alternate recovery path while continuing efforts to resolve the issue as quickly as possible. We will share further updates as soon as more information becomes available.

3. identified Mar 31, 2026, 04:55 PM UTC

   Our technical teams have completed mitigation and moved traffic to the restored service path. Early indications show the issue has been resolved, though some customers may continue to experience temporary impact while network updates propagate. We are continuing to validate recovery and will provide a further update once full restoration has been confirmed.

4. monitoring Mar 31, 2026, 05:29 PM UTC

   Our technical teams have completed mitigation steps, and current indicators point to recovery of affected services in the EU region. Some customers may continue to experience temporary impact for a limited period while network updates complete in their environment. If the issue persists, restarting the affected machine may help. We are continuing to monitor restoration closely.

5. resolved Mar 31, 2026, 08:44 PM UTC

   Mitigation steps were completed successfully, and full recovery has been confirmed. Affected services in the EU region are now operating normally. We will conduct a full root cause analysis and provide a post-mortem report highlighting the underlying cause and the preventative measures identified as part of our follow-up to this incident.

6. postmortem Apr 16, 2026, 06:30 AM UTC

   **Description:** Flexera One – IT Visibility – EU – Errors Affecting Evidence UI and Export Functions **Timeframe:** March 31, 2026, 7:48 AM PDT to March 31, 2026, 1:20 PM PDT **Incident Summary** On Tuesday, March 31, 2026, 7:48 AM PDT, an issue was identified affecting IT Visibility \(ITV\) functionality in the EU region. Customers experienced errors when accessing the Evidence UI, as well as failures when performing ZIP exports and Query exports. Requests returned HTTP 503 errors, resulting in incomplete or unsuccessful operations. During the impact window, customers in the EU region experienced failures across key ITV workflows, including accessing the Evidence UI and performing ZIP and Query exports. While the Flexera One platform remained accessible, these specific functionalities did not operate as expected. The issue was detected through monitoring alerts and internal investigation. Engineering teams from multiple groups engaged immediately and worked in parallel to identify the cause and restore service. Initial mitigation efforts, including rollback of recent changes, did not fully resolve the issue. As part of recovery, a new infrastructure cluster was provisioned and traffic was redirected to it. Following this action, services began recovering, and full functionality was restored after DNS propagation completed. Some customers may have experienced brief residual impact due to caching before full recovery was realized. ‌ **Root Cause** The issue was caused by a deployment-related configuration inconsistency affecting secure communication settings in the EU region. During a recent infrastructure deployment, a critical configuration responsible for secure service communication was unintentionally recreated. This led to intermittent failures in request routing, resulting in HTTP 503 errors for affected ITV functionalities. Although the deployment initially appeared successful, the issue manifested under specific conditions and impacted multiple organizations within the EU region. Contributing Factors: * Configuration difference: Differences between deployed configurations in regions led to inconsistent behavior, with EU being uniquely impacted. * Deployment Side Effects: Infrastructure changes unintentionally modified critical communication settings. * Limited Functional Monitoring: Existing monitoring focused on service health, delaying detection of user-facing issues. ‌ **Remediation Actions** ‌ The following remediation steps were implemented to restore service functionality: * Rolled back the impacted deployment changes in the EU region. * Provisioned a new infrastructure cluster and redirected traffic to stabilize services. * Verified recovery of affected UI, ZIP exports, and Query export functionality. * Monitored system behavior and confirmed stability configuration update propagation. ‌ **Future Preventative Measures** ‌ * Stronger Deployment Consistency Controls: Ensuring configuration changes are applied consistently across all regions to prevent drift. * Enhanced Post-Deployment Validation: Review and implement functional \(end-to-end\) validation tests to verify key workflows after deployments. * Improved Monitoring and Alerting: Expanding monitoring to detect user-impacting failures \(such as API and export failures\). * Deployment Safeguards and Review: Strengthening change review processes to identify and prevent unintended configuration changes during deployments.