Flexera One- IT Asset management - EU & APAC - PROD Reconcile failures

Update timeline

1. identified May 27, 2026, 11:04 AM UTC

   Incident Description: We are investigating an issue affecting Flexera One IT Asset Management customers in the EU & APAC regions where, following a recent production release, reconcile jobs have been failing for multiple customers. Priority: P2 Restoration Activity: Our technical teams are actively investigating the issue and have identified the primary cause. Subsequent reconcile runs for customers who encountered errors are expected to complete successfully. In parallel, teams are deploying a hotfix to prevent the issue from impacting customers who have not yet completed their first reconcile following the recent release.

2. monitoring May 27, 2026, 11:18 AM UTC

   The hotfix has been deployed, and our teams are currently monitoring the services to ensure resolution.

3. resolved May 27, 2026, 01:33 PM UTC

   Following the hotfix deployment, no additional customer reconcile failures have been observed. After an extended monitoring period and validation of platform behavior, the issue is now being declared as resolved.

4. postmortem Jun 10, 2026, 06:09 AM UTC

   **Description:** Flexera One- IT Asset management - EU & APAC - PROD Reconcile failures **Timeframe:** May 26, 2026, 12:29 PM PDT to May 27, 2026, 06:32 AM PDT ‌ **Incident Summary** ‌ On Wednesday, May 26, 2026, at 12:29 PM PDT, an issue was identified by our teams affecting Flexera One IT Asset Management customers in the EU and APAC production environments caused reconcile jobs to fail following a recent production release. Following a recent production release, a subset of Flexera One IT Asset Management customers in the EU and APAC production environments experienced failures during reconcile processing. The issue primarily affected the first reconcile run performed after the release. Customers encountering the issue received reconcile failures, resulting in delays to processing and an increase in support inquiries. Upon investigation, technical teams identified the likely source of the failures and confirmed that tenants which had already experienced an initial reconcile failure were expected to successfully complete subsequent reconcile runs. To prevent additional customers from being affected, a hotfix was developed, validated, and deployed to production. Following deployment of the hotfix, no additional reconcile failures related to this issue were observed. The platform remained under enhanced monitoring while teams validated system behavior and confirmed that reconcile processing was operating as expected. After an extended observation period with no further occurrences, the incident was declared resolved on May 27, 2026, at 06:32 AM PDT. ‌ **Root Cause** ‌ The issue was caused by a data handling inconsistency introduced during a system update. Under specific conditions, this inconsistency resulted in unexpected behavior during the initial reconcile processing performed after the release, causing the reconcile job to fail. Contributing Factors: * The issue only manifested during the first reconcile execution following the production release, making it difficult to identify during pre-release validation activities. * The affected processing path encountered conditions that were not fully represented in update validation scenarios. * Existing monitoring detected the reconcile failures but did not provide early indicators of the underlying processing condition before customer impact occurred. ‌ **Remediation Actions** ‌ The following remediation steps were implemented to restore service functionality: * Technical teams investigated and identified the source of the reconcile failures. * Validation was performed to confirm that customers who had already encountered the issue could successfully complete subsequent reconcile runs. * A production hotfix was developed and deployed to prevent additional customers from experiencing the failure condition. * Enhanced monitoring was implemented during the recovery period to validate platform stability and reconcile processing behavior. * The incident remained under observation until teams confirmed no further customer impact was occurring. ‌ **Future Preventative Measures** ‌ * Enhanced Update Validation - Validation procedures for future system updates have been strengthened to improve coverage of data processing scenarios and compatibility checks that may occur during initial post-release operations. * Improved Monitoring and Detection - Additional monitoring and alerting opportunities have been identified and will be implemented to provide earlier visibility into reconcile processing anomalies and similar failure patterns. * Release Process Improvements - Lessons learned from this event have been incorporated into release planning and review processes to further reduce the risk of similar post-release processing issues and improve early detection should comparable symptoms arise in the future.