Flexera One – IT Asset Management – NA – Inventory Uploads Not Processing

Update timeline

1. investigating Nov 25, 2025, 04:22 PM UTC

   Incident Description: We are investigating an issue impacting inventory data uploads for IT Asset Management (ITAM) in the North America region. Affected customers may experience upload failures, timeouts, or delays as inventory files are not currently reaching the processing service. Priority: P2 Restoration Activity: Our technical teams are actively investigating the cause and working to restore normal upload processing. We are monitoring the environment closely and will continue to share updates as progress is made toward full restoration.

2. monitoring Nov 25, 2025, 05:28 PM UTC

   Our technical team has confirmed that the issue began after last night’s release and was caused by a configuration problem affecting inventory upload processing in the North America region. This configuration has now been corrected, and authentication and inventory data uploads are beginning to flow normally. We are monitoring closely to ensure processing remains stable and that any backlog continues to clear.

3. resolved Nov 25, 2025, 08:26 PM UTC

   Inventory upload processing in the North America region has been fully restored. All services are operating normally, and processing is back to expected levels. This incident is now resolved.

4. postmortem Dec 10, 2025, 03:10 AM UTC

   **Description:** Flexera One – IT Asset Management – NA – Inventory Uploads Not Processing **Timeframe:** November 24, 2025, 9:34 PM PST – November 25, 2025, 9:19 AM PST **Incident Summary** On November 24, 2025, customers in the North America region began experiencing issues with inventory data uploads and beacon communication within Flexera One – IT Asset Management \(ITAM\). Beacons were unable to successfully upload inventory files, and some customers observed repeated retries with errors such as timeouts or “405” responses. The issue began shortly after the nightly release process completed, when internal monitoring detected a sudden drop in incoming inventory files. Customer beacon logs confirmed that uploads were consistently failing. An investigation determined that a configuration setting in the backend service responsible for processing beacon uploads did not match the expected North America production configuration. This misalignment caused authentication requests to fail, resulting in inventory files accumulating on customer beacons instead of reaching the ITAM platform. Once the configuration was corrected, authentication requests began succeeding and inventory data immediately resumed flowing at normal volume. Queued uploads were cleared, and customers confirmed that their beacons were sending data normally. The incident was fully resolved on November 25, 2025, at 9:19 AM PST. **Root Cause** The disruption occurred because the service responsible for processing inventory uploads was configured to use an incorrect database endpoint following a recent update. This prevented the service from validating incoming upload requests, causing customer beacons to receive errors and accumulate pending inventory files. Once the correct configuration was applied, upload processing resumed normally. **Remediation Actions** 1. Corrected Configuration: The backend upload-processing service was updated to use the correct database endpoint for the North America production environment. 2. Restored Upload Processing: Once the correct configuration was applied, authentication succeeded, and inventory uploads immediately resumed. Backlogged files were then received and processed successfully. 3. Validation and Monitoring: Teams verified normal traffic and processing levels across multiple customers and continued monitoring until stable operation was confirmed. **Future Preventative Measures** To prevent recurrence, Flexera is implementing the following improvements: 1. Strengthen Configuration Alignment for Production Environments: The team is updating configuration practices to ensure backend services consistently resolve to the correct production database for the North America region. 2. Introduce a More Reliable Targeting Mechanism for Database Connections: A long-term improvement is being planned to ensure backend services automatically reference the correct database location, even if infrastructure changes occur in the future.