FloQast incident

Request Agent Dashboard and Evidence Request Load Failures

Major Resolved View vendor source →

FloQast experienced a major incident on May 12, 2026 affecting Optimize the Close - EMEA and Optimize the Close - APAC and 1 more component, lasting 1h 45m. The incident has been resolved; the full update timeline is below.

Started
May 12, 2026, 07:13 PM UTC
Resolved
May 12, 2026, 08:59 PM UTC
Duration
1h 45m
Detected by Pingoru
May 12, 2026, 07:13 PM UTC

Affected components

Optimize the Close - EMEAOptimize the Close - APACOptimize the Close - USConnected Compliance - EMEAConnected Compliance - APACConnected Compliance - US

Update timeline

  1. investigating May 12, 2026, 07:13 PM UTC

    We are currently investigating an issue affecting Request Agent. Users attempting to access the Request Agent dashboard page may find the page loading endlessly.

  2. investigating May 12, 2026, 07:21 PM UTC

    We are continuing to investigate this issue.

  3. identified May 12, 2026, 07:39 PM UTC

    The issue has been identified and a fix is being implemented.

  4. monitoring May 12, 2026, 08:49 PM UTC

    A fix has been applied to the US and EU databases and both are operating normally. We are continuing to work on restoring full functionality for the AU database. We will provide a further update once AU has been resolved.

  5. resolved May 12, 2026, 08:59 PM UTC

    This incident has been resolved.

  6. postmortem May 14, 2026, 09:50 PM UTC

    **Summary:** On May 12, 2026, between 10:46 AM PT and approximately 1:15 PT, the Request Agent feature was unavailable. Functionality was restored for customers on our US database at approximately 1:15 PT, for customers on our EU database at approximately 1:24 PT, and for customers on our APAC database by 1:55 PT. Customers were unable to create or view Requests, and customers were also unable to create Evidence Requests in Compliance Management. **Root Cause:** This incident was caused by an error introduced during a routine infrastructure update that resulted in certain services becoming misconfigured when deployed to production, making the Request Agent feature unavailable. **Immediate Resolution:** The misconfiguration was identified, and the affected services were restored to a known-good state, returning full functionality across all regions. **Follow-up Actions:** The deployment pipeline has been updated so that the affected class of services now always builds fresh from environment-specific configuration rather than reusing previously packaged artifacts, preventing this category of misconfiguration from reaching production. Traffic routing configuration is being audited across environments to ensure priority values are consistent and changes are validated before reaching production. The team is also accelerating the migration of affected legacy services to a more modern hosting model that eliminates this class of packaging issue entirely.