Flexera One - IT Visibility - APAC - Intermittent Errors During Queries and Data Exports

Update timeline

1. investigating Mar 24, 2026, 06:12 PM UTC

   Incident Description: We are investigating an issue affecting IT Visibility in the APAC region. Customers may experience intermittent failures when performing actions such as running queries or exporting/downloading data, with requests returning 503 errors. The Flexera One UI remains accessible; however, some features may not function as expected due to these service disruptions. Priority: P2 Restoration Activity: Our technical teams are actively investigating the issue and working to identify the underlying cause. Further updates will be provided as more information becomes available.

2. monitoring Mar 24, 2026, 07:21 PM UTC

   We have implemented a mitigation and are observing signs of recovery in the APAC region. Initial validation indicates that previously impacted operations, including queries and data exports/downloads, are now completing successfully. Our teams are continuing to monitor the environment and perform validation to ensure full restoration of service.

3. resolved Mar 24, 2026, 07:30 PM UTC

   The issue affecting IT Visibility in the APAC region has been resolved. Customers should no longer experience errors when running queries or exporting/downloading data. The disruption was caused by an unintended configuration change introduced during a recent update, which impacted request routing for certain services. Our teams identified the issue and implemented corrective actions to restore normal service behavior. All services have been validated and are operating normally. We will continue to monitor the environment to ensure sustained performance.

4. postmortem Apr 10, 2026, 12:23 PM UTC

   **Description:** Flexera One - IT Visibility - APAC - Intermittent Errors During Queries and Data Exports **Timeframe:** 24 March, 2026, 11:12 AM PDT to 24 March, 2026, 12:30 PM PDT ‌ **Incident Summary** On March 24, 2026, our monitoring systems and internal alerts identified intermittent failures impacting IT Visibility services in the APAC region. The impacted customers experienced errors when executing queries and exporting or downloading data, with some requests returning HTTP 503 responses. While the Flexera One service remained accessible, select functionalities relying on backend services were intermittently unavailable. Initial investigation indicated that requests were intermittently failing before reaching backend services, pointing to an issue within the request routing. The behavior was observed across multiple endpoints and request types, confirming that the issue was not isolated to a specific feature. Our technical teams identified that a recent configuration change had unintentionally impacted request routing behavior in the APAC region. Although similar changes had been deployed in other regions without impact, this change resulted in inconsistent routing behavior in APAC. To mitigate the issue, the team provisioned new infrastructure with a corrected configuration and redirected traffic accordingly. Following this action, API responses returned to normal, and system health checks stabilized. All services were validated, and functionality was fully restored by 12:30 PM PDT. Continuous monitoring confirmed sustained recovery. ‌ **Root Cause** The issue was caused by an unintended configuration change within the gateway layer that affected request routing behavior for IT Visibility services in the APAC region. Contributing Factors: * The change was introduced as part of a routine configuration update and was not expected to impact production behavior. * Variations in how the configuration was applied across environments led to inconsistent outcomes. * Pre-deployment validation did not fully capture this behavior in the APAC environment. * The nature of the change made its production impact not immediately apparent during review. ‌ **Remediation Actions** ‌ The following actions were taken by our technical teams to restore the service: * Reverted the impacted configuration to a known stable state. * Provisioned a new gateway cluster with the corrected configuration. * Redirected traffic to the updated cluster to restore normal request routing. * Validated API responses and service health across all affected endpoints. * Continued monitoring to ensure sustained stability and normal operation. ‌ **Future Preventative Measures** ‌ * Controlled Deployment Governance for Gateway Changes - Introduce stricter controls to ensure that changes are clearly gated and promoted correctly. * Enhanced Change Review, Testing & PR Standards – Review and implement a standardized PR template requiring clear documentation of change intent, expected impact, associated tracking, and validation steps. * Environment Consistency & Validation Improvements - Strengthen validation processes to ensure consistent behavior across regions and environments before production rollout.