Flexera One - IT Asset management - NAM , APAC & EU - Import Inventory job failures

Update timeline

1. investigating Nov 18, 2025, 11:03 AM UTC

   Incident Description: We are currently investigating an issue impacting inventory processing for IT Asset management in the NAM, APAC & EU regions. While the system remains accessible, the affected customers may experience delays in the ingestion and processing of inventory data and encounter error messages such as "Import Failed: Attempted all retries" Priority: P2 Restoration Activity: Our technical teams are actively engaged in investigating the inventory processing failures. Further updates will be provided as we continue to address the issue.

2. identified Nov 18, 2025, 12:57 PM UTC

   Our teams have traced the issue to a recent deployment and are actively working to roll back the changes to restore normal service.

3. monitoring Nov 18, 2025, 03:08 PM UTC

   Our technical teams have successfully rolled back the recent deployment as a corrective measure. We are already observing successful execution of inventory jobs. We will continue to monitor the services closely to ensure stability and will provide further updates as they become available.

4. monitoring Nov 18, 2025, 03:09 PM UTC

   We are continuing to monitor for any further issues.

5. resolved Nov 18, 2025, 05:03 PM UTC

   Processing has returned to normal, and updated inventory data is now flowing as expected. We monitored the service for an extended period following the restoration and have not observed any further impact. This incident has been resolved.

6. postmortem Dec 03, 2025, 04:30 AM UTC

   **Description:** Flexera One - IT Asset management - NAM , APAC & EU - Import Inventory job failures **Timeframe:** November 18, 2025, 1:54 AM PST to November 18, 2025, 6:56 AM PST ‌ **Incident Summary** ‌ On 18 November 2025 at 01:54 PST, our teams identified an issue affecting inventory ingestion and processing for IT Asset Management customers across the NAM, APAC, and EU regions. Although the system remained accessible, customers experienced delays in inventory ingestion and encountered errors such as “Import Failed: Attempted all retries.” Investigation revealed that FSM FNMS Import Inventory jobs were failing across all environments, preventing successful synchronization of inventory data between FSM and FNMS/ITAM systems. This resulted in customers seeing stale or incomplete asset information. The issue was traced to a recently deployed authentication service image that introduced a change incompatible with the FSM FNMS import inventory job scripts. The new authentication image required an explicit call that was not present in the existing FSM script, causing authentication failures during import operations. As an immediate corrective measure, engineering teams rolled back the authentication service deployment at 05:49 PST. After the rollback, successful inventory job execution resumed, and updated data began appearing in the UI. Extended monitoring confirmed continued stability with no further failures. The issue was declared fully resolved at 06:56 PST. ‌ **Root Cause** The issue was caused by incompatibility introduced by a newly deployed authentication service image. The updated image required an authentication call, which was absent in the existing FSM FNMS import inventory job scripts. This mismatch caused: * Authentication failures across FNMS import job flows, * Failed inventory ingestion and reconcile jobs, and * Halted synchronization between FSM and FNMS/ITAM systems. The incompatibility was not identified during pre-deployment testing, and the validation process did not surface any errors. The teams will further investigate the testing gaps that allowed this issue to go undetected. ‌ **Remediation Actions** · **Issue Confirmation and Impact Assessment** - Teams confirmed widespread import job failures across NAM, APAC, and EU and validated that inventory ingestion and reconcile processes were failing consistently. · **Authentication Service Analysis** - Recent deployments were reviewed, and the new authentication service image was identified as the likely source of failure. Error logs validated authentication call mismatches. · **Deployment Rollback** - At 05:49 PST, teams rolled back to the last stable authentication image, restoring compatibility with FSM FNMS import job scripts. · **Validation of Recovery** - Post-rollback testing showed successful execution of multiple inventory import and reconcile jobs. Updated inventory data became visible in the UI shortly afterward. · **Extended Monitoring** - Teams monitored several processing cycles to ensure system stability and confirmed that no further failures were observed before closing the incident. ‌ **Future Preventative Measures** · Strengthened Pre-Deployment Compatibility Testing - Enhance validation to include FSM FNMS inventory job flows, ensuring authentication service updates are tested end-to-end. · Backward-Compatibility Review – Update existing policies to mandate backward-compatibility checks for shared components, such as authentication services, that support multiple downstream systems. · Post-Deployment Monitoring Improvements - Implement targeted alerts for authentication issues within FSM FNMS import processes to accelerate detection of similar failures.