Flexera One- IT Asset management- APAC - Page loading issues

Update timeline

1. investigating Jun 18, 2026, 12:45 PM UTC

   Incident Description: We have identified an issue affecting access to Flexera One IT Asset Management (ITAM) in the APAC region. Affected customers may encounter errors when attempting to access ITAM pages and functionality within the Flexera One platform. Priority: P1 Restoration Activity: Technical teams have engaged and are actively investigating the issue to determine the underlying cause. Initial remediation efforts are underway, and teams are working to restore normal service functionality as quickly as possible. We are closely monitoring the environment and will provide additional updates as more information becomes available.

2. resolved Jun 18, 2026, 01:16 PM UTC

   The issue was traced to a recent configuration change that had been implemented to improve service performance. The change has been rolled back, and service functionality has been fully restored. This issue has been resolved. Our teams will continue to monitor the environment to ensure ongoing stability. Additional details, including the root cause analysis and preventative measures, will be shared in a post-mortem report.

3. postmortem Jul 02, 2026, 05:49 AM UTC

   **Description:** Flexera One- IT Asset management- APAC - Page loading issues **Timeframe:** June 18, 2026, 05:22 AM PDT to June 18, 2026, 06:09 AM PDT ‌ **Incident Summary** ‌ On Thursday, 18 June 2026, at 05:22 AM PDT, our teams detected an issue affecting customers in the APAC production region. Impacted users were unable to access the Flexera One IT Asset Management \(ITAM\) service, as the ITAM landing page failed to load and key navigation components did not initialise correctly. As a result, customers were unable to access ITAM functionality through the user interface. Upon detection, our technical teams immediately launched an investigation and confirmed that the issue was isolated to the APAC region. Initial assessments indicated that the underlying application infrastructure remained healthy, which focused the investigation on the authentication and service authorisation components supporting the platform. Further analysis determined that a recent configuration change introduced during a service migration resulted in authentication failures between internal platform services. Although pre-migration testing indicated no expected service impact, the configuration behaved unexpectedly under specific conditions, preventing successful service-to-service authentication. As a result, a critical backend service responsible for tenant management became unavailable. This prevented the ITAM application from retrieving the tenant information required to initialise the user interface, causing customers to be unable to access the platform. Once the configuration issue was identified, the change was rolled back to restore normal service communication. Following the rollback, technical teams validated the functionality of all affected services and confirmed that customer access had been fully restored. The environment remained stable throughout the post-restoration monitoring period, and the incident was formally declared resolved. ‌ **Root Cause** ‌ The incident was triggered by a configuration change introduced during a planned service migration. Based on pre-migration testing, no service disruption was anticipated. However, under specific conditions, the configuration prevented successful authentication between internal platform services, resulting in the unavailability of a critical backend service responsible for tenant management. As a consequence, the ITAM application was unable to retrieve the tenant information required to initialise the user interface, preventing customers from accessing the platform. Contributing Factors * The configuration change affected authentication between internal platform services in the APAC environment. * A backend service supporting tenant management was unable to authenticate with its underlying data store because of the configuration change. * Since the ITAM user interface depends on successful initialization of this service, customers experienced missing navigation elements and page load failures. * The issue was isolated to the APAC region, as the configuration change was specific to that environment. ‌ **Remediation Actions** ‌ * Technical teams identified the configuration change responsible for the authentication failures. * The configuration was rolled back, restoring normal communication between platform services. * Service functionality and customer access were validated following the rollback. * Enhanced monitoring was maintained to confirm continued platform stability after restoration. ‌ **Future Preventative Measures** ‌ * Strengthened Configuration Validation - Configuration changes associated with infrastructure migrations will undergo additional validation and production readiness checks before deployment. * Enhanced Monitoring and Alerting - Monitoring capabilities will be expanded to provide earlier detection of authentication and service authorization failures affecting critical platform components. * Improved Change Governance - The change management process for infrastructure migrations will be enhanced with additional validation checkpoints and post-deployment verification to reduce the likelihood of similar configuration-related issues in the future.