Flexera One - IT Asset Management - APAC - Missing Menu Items

Update timeline

1. investigating Jul 12, 2026, 11:51 PM UTC

   Incident Description: We are experiencing an issue affecting Flexera One IT Asset Management (ITAM) customers in the APAC region. Customers may notice that certain navigation and menu items within the ITAM interface are not visible, resulting in limited access to some functionality. Priority: P2 Restoration Activity: Our technical teams are actively investigating this issue and working to restore full functionality. We will continue to provide updates as more information becomes available.

2. identified Jul 13, 2026, 12:28 AM UTC

   Our investigation has identified elevated resource utilization affecting the functionality associated with the reported issue. Mitigation actions are currently underway, including increasing system capacity to support recovery efforts. We are actively monitoring the environment and validating platform behavior as these changes are implemented. Work remains ongoing to restore full functionality for affected customers, and we will share additional updates as progress is made.

3. identified Jul 13, 2026, 01:52 AM UTC

   Our investigation has identified a potential configuration issue associated with the affected functionality. As part of ongoing mitigation efforts, configuration changes have been reverted, and previously initiated capacity increases have now been completed. We are actively monitoring the environment and validating platform behavior as these changes take effect. Work remains ongoing to restore full functionality for affected customers, and we will provide further updates as progress is made.

4. resolved Jul 13, 2026, 03:44 AM UTC

   Following extended monitoring, we have confirmed that service performance has remained stable and is operating as expected. This issue is now resolved.

5. postmortem Aug 12, 2026, 05:15 AM UTC

   **Description:** Flexera One - IT Asset Management - APAC - Missing Menu Items **Timeframe:** July 12, 2026, 3:00 PM PDT - July 12, 2026, 7:16 PM PDT **Incident Summary** On Sunday, July 12, 2026, at 3:00 PM PDT, customers in the APAC production environment began reporting that several IT Asset Management \(ITAM\) menu items, including functionality such as Reports and All Applications, were no longer visible within the Flexera One user interface. Multiple customers were affected, impacting their ability to navigate and access portions of the ITAM application. Technical teams immediately began investigating the issue and identified authentication-related errors affecting the ITAM user interface. During the investigation, teams reviewed infrastructure health, application behavior, and recent platform changes to determine the source of the problem. The investigation determined that an application configuration change associated with a newly introduced authentication capability had been incorrectly applied to the production environment. The issue became apparent when application instances were refreshed, resulting in authentication-related failures that prevented certain ITAM menu items from loading correctly for affected users. Technical teams reverted the affected configuration, refreshed the impacted application instances, and validated recovery across the environment. Following these actions, menu functionality was restored, affected customers confirmed recovery, and the incident was resolved on July 12, 2026, at 7:16 PM PDT after validation and monitoring confirmed normal operation had returned. **Root Cause** Investigation determined that an application configuration change associated with a new authentication capability was incorrectly applied to the production environment. When application instances were subsequently refreshed, the incorrect configuration resulted in authentication-related errors within the ITAM user interface. These errors prevented certain navigation components from loading correctly, causing affected users to experience missing menu items until the configuration was corrected and the affected instances were refreshed. **Remediation Actions** The following actions were taken during the incident response: 1. Incident Investigation Initiated: Technical teams began investigating after receiving reports from multiple customers regarding missing ITAM menu items. 2. Application Configuration Reviewed: Recent application and configuration changes were reviewed to identify the source of the menu-loading failures. 3. Incorrect Configuration Identified: Technical teams determined that an authentication-related configuration change had been incorrectly applied to the production environment. 4. Configuration Corrected: The affected configuration was removed from the impacted production instances. 5. Application Instances Refreshed: Impacted application instances were refreshed to ensure the corrected configuration was consistently applied across the environment. 6. Recovery Validation Performed: Technical teams validated menu visibility and functionality across the affected environment and confirmed recovery with impacted customers. **Future Preventative Measures** Following the incident, corrective measures were implemented to prevent recurrence of the issue and improve detection of similar conditions in the future. 1. Configuration Control Validation: The incorrect authentication-related configuration was removed from environments where it was not intended to be deployed. This change prevents the same configuration issue from being introduced into affected environments in the future. 2. Health Check Monitoring Improvements: The existing health check was updated to detect the application behavior associated with this failure condition. The revised monitoring is designed to identify similar menu-loading and authentication-related application failures more effectively and accelerate detection should a similar issue occur in the future.