Flexera One - IT Asset Management - EU - Congnos analytics access issue

Update timeline

1. resolved Jul 14, 2026, 09:13 AM UTC

   Incident Description:Our teams identified an issue affecting Cognos Analytics in the EU Production environment. During the impact window, affected customers may have been unable to access or load Cognos Analytics. Current investigation confirmed that the impact was limited to the EU Production region. Priority:P2 Restoration Activity: Our technical teams determined that the issue was related to a recent upgrade to Cognos Analytics , which was completed as part of the EU Production IT Asset Management release activities. The team identified a configuration issue introduced during the upgrade, implemented the necessary configuration corrections, and restored normal service functionality. The environment remains stable under monitoring. Further details, including the root cause and preventative measures, will be shared in a post-mortem report.

2. postmortem Jul 26, 2026, 07:06 AM UTC

   **Description:** Flexera One - IT Asset Management - EU - Congnos analytics access issue **Timeframe:** July 13, 2026, 12:51 PM PDT to July 14, 2026, 1:52 AM PDT ‌ **Incident Summary** ‌ On Monday, July 13, 2026, at 12:51 PM PDT, Following the Cognos Analytics 12.1.2 upgrade implemented as part of the Flexera One IT Asset Management release in the Europe \(EU\) Production environment, our teams identified an issue that prevented customers from accessing Cognos Analytics. As a result, affected users were unable to successfully launch the application after the scheduled maintenance activities had been completed. Technical teams immediately initiated an investigation and confirmed that the issue was isolated to the EU Production environment, with no impact observed in any other production regions. Further analysis determined that the upgrade itself had completed successfully; however, a portion of the required post-upgrade configuration activities had not been fully applied, preventing Cognos Analytics from starting correctly. The remaining configuration tasks were promptly completed, restoring normal Cognos Analytics functionality. Following comprehensive validation of customer access and a period of enhanced monitoring, the service was confirmed to be operating normally and the incident was declared resolved. ‌ **Root Cause** ‌ * Incomplete Post-Upgrade Configuration: Although the Cognos Analytics 12.1.2 upgrade completed successfully, required post-upgrade configuration tasks were not fully completed before the environment was returned to service. * Service Initialization Failure: The incomplete configuration prevented Cognos Analytics from initializing correctly, resulting in customers being unable to access the application. * Regional Impact: The issue was limited to the EU Production environment. No impact was identified in North America, APAC, or other production regions. ‌ **Remediation Actions** ‌ To restore service, technical teams: * Completed the required post-upgrade configuration activities that had not been fully applied during the deployment. * Restarted and validated Cognos Analytics services to confirm successful application initialisation. * Performed functional testing and customer access validation to verify that reporting capabilities were operating as expected. * Placed the environment under enhanced monitoring following recovery to ensure continued service stability. ‌ **Future Preventative Measures** ‌ * Enhanced Post-Upgrade Validation: Strengthen deployment validation procedures to verify that all required post-upgrade configuration activities have completed successfully before concluding maintenance activities. * Improved Monitoring and Alerting: Enhance Cognos Analytics monitoring and alerting to enable earlier detection of service degradation following upgrades. * Deployment Checklist Improvements: Update deployment runbooks and operational checklists to include additional verification of post-upgrade configuration completion prior to returning the environment to production service. * Operational Readiness Review: Review upgrade execution procedures to ensure all mandatory post-deployment tasks are completed and validated before maintenance windows are closed.