Flexera One – North America – Access Disruption

Update timeline

1. investigating Dec 09, 2025, 10:10 PM UTC

   Issue Description: We are currently investigating a service degradation affecting the Flexera One platform in the North America region. Customers may experience issues accessing services at this time. Priority: P1 Restoration Activity: Our technical teams have been engaged and are working to identify the underlying cause and determine the scope of impact. Further updates will be shared as the investigation progresses.

2. monitoring Dec 09, 2025, 10:18 PM UTC

   Recent activity within the environment has resulted in improved responsiveness, and some users are now able to log in successfully. We are closely monitoring these improvements and will provide further updates as validation continues.

3. resolved Dec 09, 2025, 11:02 PM UTC

   The issue affecting access to Flexera One services in the North America region has been fully resolved. The platform has remained stable following recovery, and customers should now be able to access services without further interruption. Our investigation identified that a temporary disruption within one of the underlying service components caused requests to fail and led to the error messages some customers experienced. The affected component recovered after additional capacity became available and service responsiveness returned to normal. We are reviewing the factors that contributed to this disruption and will be implementing improvements to help reduce the likelihood of a similar event in the future.

4. postmortem Dec 23, 2025, 06:50 PM UTC

   **Description:** Flexera One – North America – Access Disruption **Timeframe:** December 9, 2025, 1:44 PM PST to December 9, 2025, 2:08 PM PST ‌ **Incident Summary** On Tuesday, December 9, 2025, at 1:44 PM PST, our teams detected an issue affecting a subset of customers in the North America \(NA\) region, which prevented successful access to the Flexera One platform. During the impact window, affected users encountered error pages when attempting to load the application, and certain Identity and Access Management-related calls returned internal server errors. The issue was promptly identified and investigated by the technical teams. The incident was traced to an unexpected surge in traffic that exceeded available capacity, causing multiple services to become overloaded and unresponsive. Our teams increased the capacity to restore the services. The platform returned to normal operation at 2:08 PM PST, and no residual customer impact was observed following recovery. Continued monitoring confirmed sustained platform stability. ‌ **Root Cause** The issue was caused by a failure within a service component that impacted authorization functionality. This failure was triggered by an unexpectedly high surge in traffic at the gateway responsible for managing and routing incoming service requests. The traffic volume exceeded previously observed and planned capacity thresholds, resulting in resource exhaustion at the entry point and a subsequent impact on downstream authentication services. Service functionality was restored automatically once additional infrastructure capacity was provisioned, allowing new instances of the authorization service to be brought online on healthy resources. ‌ **Remediation Actions** · **Issue Identification:** The teams identified elevated traffic as the primary contributor to the service disruption. · **Capacity Increase:** The technical teams ensured that additional capacity was made available to support the affected service. · **Service Recovery:** Confirmed that new instances of the affected service were successfully running on healthy resources. · **Validation of Access:** Validated successful authentication flows and confirmed that customer access to Flexera One was restored. · **Post-Recovery Monitoring:** Continued heightened monitoring during and after restoration to ensure platform stability. ‌ **Future Preventative Measures** ‌ · **Capacity Expansion:** The maximum supported traffic capacity has been permanently increased to a level significantly above the peak load observed during the incident, providing additional headroom to safely accommodate future traffic surges. · **Service Resiliency Enhancements:** Development efforts are already ongoing to improve the resiliency and operational behavior of the service. · **Enhanced Monitoring and Alerting:** Enhance monitoring and alerting for infrastructure availability impacting authentication and access services.