Flexera One – ITV & CLM – NAM – Performance Issues with Power BI Reports

Update timeline

1. investigating Oct 21, 2025, 03:31 PM UTC

   Incident Description: We have identified a service disruption affecting the IT Visibility (ITV) and Cloud License Management (CLM) platforms in the NAM region. Customers may experience significant slowness when attempting to load Power BI reports. This issue has been traced to a service provider degradation currently impacting U.S. regions. Priority: P2 Restoration Activity: Our technical teams are closely monitoring the situation and working with the service provider to track resolution progress. We will continue to provide updates as more information becomes available.

2. investigating Oct 21, 2025, 05:27 PM UTC

   Power BI performance in NAM continues to show gradual improvement, though it hasn’t fully stabilized yet. Our teams will continue to monitor and validate periodically to ensure sustained recovery. We are also closely tracking service provider updates for any new developments.

3. resolved Oct 21, 2025, 06:19 PM UTC

   Power BI report performance for IT Visibility and Cloud License Management in the NAM region has stabilized. Our monitoring confirms that reports are loading as expected, and no further issues have been observed. The degradation was linked to a service provider issue that impacted Power BI report performance in the region. All services are now operating normally, and we will continue to monitor closely to ensure ongoing stability.

4. postmortem Nov 03, 2025, 09:51 PM UTC

   **Description:** Flexera One – Cloud License Management and IT Visibility – Performance Degradation Caused by Upstream Service Provider Disruption **Timeframe:** October 21, 2025, 5:49 AM PDT – 11:00 AM PDT **Incident Summary** On October 21, 2025, at approximately 5:49 AM PDT, Flexera’s monitoring systems and internal teams detected performance degradation affecting Power BI reports for IT Visibility and Cloud License Management in the North America region. During this time, customers may have experienced slow loading or delayed rendering of reports. No impact was observed in the EU or APAC regions. The issue was correlated with an active service disruption at the upstream service provider that impacted Power BI across U.S. regions. Flexera’s teams immediately began investigation and validation to confirm the scope of impact. As the upstream provider began recovery efforts, performance gradually improved, and all Flexera services were confirmed stable by 11:00 AM PDT. Post-recovery validation confirmed that report performance and data processing had returned to normal and remained consistent during the extended monitoring period. **Root Cause** The degradation was caused by a regional outage within the upstream reporting service that temporarily impaired Power BI performance across U.S. regions. The issue led to significant delays in report rendering and slow data refresh cycles for ITV and CLM customers hosted in North America. As the provider completed recovery actions and restored normal service levels, report performance returned to expected levels across all affected tenants. **Remediation Actions** While the root cause originated outside Flexera’s environment, multiple teams remained fully engaged throughout the duration of the event to ensure ongoing visibility, timely validation, and clear communication with stakeholders. The following actions were taken: 1. Event Detected and Response Initiated: Flexera’s monitoring and product teams identified the performance degradation and initiated investigation under the Major Incident process. 2. Impact Assessment: Engineering and analytics teams reviewed affected Power BI tenants to confirm scope and validate dependencies. 3. Cross-Team Coordination: Platform and product teams maintained active communication to monitor performance behavior, confirm trends, and align recovery updates. 4. Provider Monitoring: Flexera tracked recovery updates and performance indicators from the upstream reporting service to correlate internal improvements with external stabilization. 5. Customer Communication: Flexera closely tracked the service provider’s recovery progress, verifying each stage internally and communicating status updates as recovery milestones were confirmed. 6. Post-Recovery Validation: Following restoration, Flexera conducted extended verification to confirm report performance and ensure no residual delays across ITV and CLM environments. **Future Preventative Measures** Flexera’s technical teams mobilized immediately, promptly detected the issue, and investigated its impact. Services were restored as soon as the hosting provider’s platform recovered. Throughout this process, a thorough analysis was conducted to fully understand the scope and behavior of the incident. Post-Incident Review: A detailed post-mortem report has been obtained, and its findings will be incorporated into Flexera’s incident response processes to strengthen resilience against similar provider-related issues.