Flexera One- IT Visibility- EU - Failure to load reports

Update timeline

1. investigating Jul 22, 2026, 10:33 AM UTC

   Incident Description: We are investigating an issue affecting IT Visibility in the Europe region where multiple Power BI reports are failing to load . Customers in the affected region may be unable to view impacted reports within the application. Current investigation indicates the issue is limited to the Europe region, with no impact observed in other regions at this time. Priority: P2 Restoration Activity: Our technical teams are actively investigating the issue to identify the underlying cause and restore report functionality. We are continuing to assess the scope of impact, monitor service health, and implement corrective actions as appropriate. We will provide further updates as more information becomes available.

2. identified Jul 22, 2026, 11:53 AM UTC

   Our investigation has identified a potential configuration-related issue within the affected environment. As part of our validation efforts, corrective actions were applied to a subset of impacted organisations, and reports are now loading successfully. Our teams are currently focused on implementing a broader remediation across all affected organisations and are conducting a detailed review to understand why the configuration changes did not propagate as expected. We continue to validate the remediation and closely monitor service performance while working towards full resolution.

3. identified Jul 22, 2026, 01:43 PM UTC

   Corrective actions have now been applied to a larger number of affected organisations, and initial validation indicates that reports are loading successfully. We are currently validating all affected organisations to confirm that report functionality and service performance have been fully restored. In parallel, teams continue to implement broader remediation measures across the environment and are closely monitoring the service to ensure stability while work towards full resolution continues.

4. identified Jul 23, 2026, 04:39 AM UTC

   Our teams have applied the fix to all identified organizations. Initial validation indicates that the affected organizations are recovering as expected. Technical teams are continuing to validate the effectiveness of the remediation across the broader Europe region to confirm that service has been fully restored. We are closely monitoring platform performance and will provide a further update once regional validation has been completed.

5. resolved Jul 23, 2026, 07:52 AM UTC

   Further investigation identified a synchronisation issue as the underlying cause of the incident. Our technical teams implemented targeted remediation actions, including service restarts, to restore normal operations. Following extended monitoring and post-remediation validation, service performance has remained stable, and we have confirmed that all affected services have returned to normal operation. The issue is now considered resolved.

6. postmortem Aug 03, 2026, 06:37 PM UTC

   **Description:** Flexera One – IT Visibility – EU – Failure to Load Reports **Timeframe:** July 22, 2026, 3:11 AM PDT – July 22, 2026, 11:04 PM PDT **Incident Summary** On July 22, 2026, at approximately 3:11 AM PDT, an issue began affecting IT Visibility reporting functionality in the Flexera One EU production environment. During the affected period, customers in the EU region experienced failures when attempting to load IT Visibility reports and dashboards, including Software Inventory, Hardware Inventory, Technology Intelligence \(TI\), Sustainability, and FinOps reporting views. Technical teams began investigating after multiple customer reports were received regarding report loading failures across the EU region. Initial analysis confirmed the issue was limited to the EU production environment, while equivalent reporting functionality in other regions continued to operate normally. The investigation determined that an authentication-related issue had occurred within the EU reporting environment. As a result, affected reports and dashboards were unable to retrieve the data required to load successfully, causing report loading failures for impacted customers. Technical teams implemented corrective updates within the affected reporting environment and performed validation activities across impacted customer organizations. Following these actions, reports and dashboards resumed normal operation and customers were once again able to access reporting data successfully. Following validation of affected customer environments and confirmation that reports were loading successfully, service functionality was restored and the incident was considered resolved. Technical teams continued monitoring following restoration to ensure ongoing service stability. **Root Cause** The incident was caused by an authentication-related issue within the EU reporting environment. This issue prevented affected reports and dashboards from successfully retrieving the data required to display results, resulting in report loading failures for impacted customers. **Remediation Actions** The following actions were taken during the incident response: 1. Regional Impact Assessment: Technical teams investigated customer reports and confirmed the issue was isolated to the EU production environment. Additional validation was performed across other regions to verify that reporting functionality remained operational outside the affected environment. 2. Authentication Failure Analysis: Technical teams reviewed report processing, authentication workflows, reporting workspaces, and recent platform changes to identify the source of the failures. The investigation determined that affected reports were unable to successfully authenticate when retrieving underlying data required for report rendering. 3. Restoration and Validation Activities: Technical teams applied updates across affected customer environments and reporting workspaces to restore successful report data retrieval. Following implementation, impacted customer organizations were validated to confirm reports and dashboards were loading successfully and displaying data as expected. 4. Post-Recovery Verification: Following restoration, additional monitoring and validation activities were conducted to verify continued report functionality, confirm successful recovery, and ensure service stability across the EU production environment. **Future Preventative Measures** The following follow-up actions were identified during the incident: • Authentication Update Process Review: Technical teams are reviewing the authentication update process to understand why the update was not successfully applied across all affected reporting workspaces in the EU production environment and to identify improvements that will help prevent similar issues in future updates.