Flexera One - IT Asset Management - APAC- Service degradation

Update timeline

1. resolved Oct 07, 2025, 04:39 AM UTC

   Issue Description: Our teams earlier identified a service degradation affecting a subset of customers using Flexera One IT Asset Management in the APAC region. While backend systems remained operational throughout the incident, some users may have encountered issues accessing the application interface and error messages. Priority: P2 Restoration Activity: Our technical teams were promptly engaged and identified that the issue was caused by scheduled maintenance activity. Although the maintenance was completed within the planned window, post-maintenance monitoring revealed that some Web UI pages were not behaving as expected. Customers may have experienced intermittent issues . The underlying issue has been resolved, and all pages are now functioning normally. Our teams will continue to monitor the service to ensure ongoing stability.

2. postmortem Oct 14, 2025, 11:04 AM UTC

   **Description:** Flexera One - IT Asset Management - APAC- ITAM database login errors **Timeframe:** October 6, 2025, 11:00 AM PDT to October 6, 2025, 9:29 PM PDT ‌ **Incident Summary** On Monday, October 6, 2025, at 11:00 AM PDT, Flexera One IT Asset Management \(ITAM\) experienced a service degradation that impacted a portion of customers in the APAC region. Although backend systems remained operational during this time, some users faced difficulties accessing the application interface and received error notifications on various web pages. The root cause of the issue was linked to a scheduled maintenance activity. Subsequent monitoring after the maintenance revealed that several web pages were not functioning as intended. An investigation found that the issue stemmed from missing database information in the newly provisioned database cluster. Our technical teams promptly identified the missing data and restored the necessary feature data and permissions. Following the implementation of the fix, the issue was confirmed to be fully resolved on October 6, 2025, at 9:29 PM PDT. ‌ **Root Cause** The issue was traced to a scheduled maintenance activity. Although the maintenance was completed successfully within the planned window, post-maintenance monitoring revealed that several Web pages were not functioning as expected. Further investigation determined that the problem was caused by missing database information in the newly provisioned database cluster. This missing data led to intermittent access issues and UI errors for affected customers. ‌ **Remediation Actions** · Our technical teams identified the missing database information and restored the necessary feature data and permissions. · Once the remediation was applied, extended monitoring was performed to ensure service stability. · The issue was confirmed as fully resolved on October 6, 2025, at 9:29 PM PDT. ‌ **Future Preventative Measures** · **Runbook Update:** The steps for validating and restoring missing database information have been added to the operational runbook to ensure consistent execution when spinning up new clusters. · **Monitoring Enhancements:** A new monitoring tool is being finalized to automatically detect missing or duplicate database records across clusters, ensuring early identification and correction of such discrepancies.