Fluke MET/TEAM experienced a major incident on October 12, 2026 affecting Licensing, lasting 14h 50m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 12, 2026, 04:49 PM UTC
We are currently investigating an issue related to the licensing process where emails sent report as having extra malformed content before the main body, causing the request to be rejected.
- identified Oct 12, 2026, 06:26 PM UTC
We have identified the cause of the issue and are working to implement a fix.
- resolved Oct 13, 2026, 07:39 AM UTC
This incident has been resolved.
- postmortem Oct 13, 2026, 07:45 AM UTC
**Summary** From approximately October 9 through October 12, 2026, some customers who emailed a license request received an “invalid format” error or a garbled response instead of their license. The issue was resolved on October 12 at approximately 5:30 PM PT, and license requests are now processing normally. **What happened** A change to how our email system labels messages from external senders added a notice to incoming license request emails. That notice repeated part of the original message, which our license processing application did not expect. The application could not read the request correctly and returned an error or an incorrect response. **Impact** Customers submitting license requests by email may have received an “invalid format” error or a response containing repeated or jumbled text. Some customers retried more than once without success. Gold requests showed the same repeated text. **Resolution** We updated the license processing application to correctly read requests even when the notice is present, and we corrected the format of its replies so they no longer include the repeated text. **What you need to do** If you received an error or a garbled response during this period, please resubmit your request. If you still have trouble, contact Support and we will help you directly. **Timeline \(Pacific Time\)** * **Oct 9:** First customer report of license request errors. * **Oct 12, morning:** Investigation began, and the cause was identified by early afternoon. * **Oct 12, afternoon:** Fix applied and replies corrected. * **Oct 12, ~5:30 PM:** Issue confirmed resolved. **Preventing a recurrence** We are making our request processing more tolerant of changes to how email is formatted, adding tests for this case, and working to ensure changes to our email system are communicated to the teams who rely on it. We are also adding monitoring so we detect problems like this sooner. We apologize for the inconvenience this caused.