Flexera One - IT Visibility - NAM - Custom Reports Access Issues

Update timeline

1. investigating Feb 19, 2026, 06:08 PM UTC

   Incident Description: We are investigating an issue affecting access to Custom Reports within IT Visibility in the NAM region. Customers may experience errors when attempting to access Custom Reports. At this time: • Out-of-the-box reports remain available • EU and APAC regions are not impacted • The issue is isolated to Custom Reports functionality Priority: P2 Restoration Activity: Our technical teams are actively investigating to determine the scope and root cause. We will provide further updates as more information becomes available.

2. identified Feb 19, 2026, 07:07 PM UTC

   Our investigation has identified a behavior affecting access controls for Custom Reports in the NAM region. This condition is preventing reports from loading for certain organizations. We are actively testing a targeted adjustment to validate the behavior and are working toward resolution. We will provide another update once validation is complete.

3. identified Feb 19, 2026, 07:27 PM UTC

   Our investigation has identified the cause of the issue impacting Custom Reports in the NAM region. The behavior is related to how report access is being evaluated for certain organizations. We have validated a corrective action and are working to implement a broader resolution. We will provide another update once the permanent fix is confirmed.

4. resolved Feb 19, 2026, 08:57 PM UTC

   The issue impacting access to Custom Reports within IT Visibility in the NAM region has been resolved. A corrective update has been deployed, and validation confirms that reports are loading as expected. We will continue to monitor the environment to ensure stability. A formal post-mortem report outlining the detailed root cause, corrective actions, and future preventative measures will be published in the coming days.

5. postmortem Mar 06, 2026, 05:32 AM UTC

   **Description:** Flexera One – IT Visibility – NAM – Custom Reports Access Issue **Timeframe:** February 19, 2026, 9:00 AM PST to February 19, 2026, 12:30 PM PST ‌ **Incident Summary** On Thursday, February 19, 2026, at 9:00 AM PST, we identified an issue affecting customers in the NAM region who encountered errors when accessing Custom Reports within IT Visibility. Impacted users were unable to load Custom Reports through the application interface, while out-of-the-box reports remained available and customers in the EU and APAC regions were not affected. Investigation confirmed that backend services were operating normally, isolating the problem to loading the Custom Reports page. The issue was traced to application capability validation logic combined with an unexpected expiration of a capability associated with the reporting feature due to a defect. When the application evaluated this state, the validation logic incorrectly blocked the Custom Reports interface from loading. To restore functionality, the affected capability state was corrected and a fix was implemented to adjust the UI capability validation logic, ensuring the Custom Reports page could load correctly for entitled organizations. The change was deployed to production and validated across impacted organizations. After deployment, Custom Reports loaded successfully and affected customers confirmed that functionality was restored. The issue was fully resolved at 12:30 PM PST after post-deployment validation and monitoring confirmed that normal operation had been restored. ‌ ‌ **Root Cause** During the investigation, our engineering teams determined that the incident was caused by an unexpected capability expiration resulting from a defect in an internal automation process responsible for managing organization capability states. Due to this defect, a reporting-related capability was incorrectly marked as expired for certain organizations. When users attempted to access Custom Reports, the application evaluated the organization’s capability state during page initialization. Because the capability appeared expired, the page-level validation logic incorrectly prevented the Custom Reports interface from loading, resulting in the errors experienced by customers. Contributing Factors * Automation Defect: A bug in the internal process incorrectly updated the capability state for certain organizations. * Page-Level Validation Behavior: The validation logic did not correctly handle certain organization configuration conditions during access evaluation. * Handling of Validation Outcome: When the condition was triggered, the application blocked the page from loading rather than allowing the interface to render . ‌ **Remediation Actions** • Investigation and Pattern Identification: Our technical teams analyzed impacted organizations and identified the configuration pattern triggering the access issue. • Validation Testing: Targeted testing on affected organizations confirmed that adjusting the configuration restored access to Custom Reports and helped isolate the root cause. • Configuration Update: A corrective update was implemented to adjust how page-level validation is performed when loading Custom Reports. • Production Deployment and Verification: The update was deployed to production and validated across impacted organizations to confirm successful report access. • Customer Confirmation: Confirmation was received from the impacted customers that Custom Reports functionality had been restored. ‌ **Future Preventative Measures** • Capability Validation Review: Perform a comprehensive review of checks to ensure they produce consistent, predictable behavior across the application. • Configuration State Handling Improvements: Refine how organization configuration states are handled during access validation to avoid unintentionally blocking user interface pages. • Monitoring and Safeguards: Identify and implement additional measures to detect and prevent similar validation issues going forward. · Defect Investigation: Conduct a detailed RCA to identify and fix the root cause for the defect.