Fluke MET/TEAM experienced a major incident on August 5, 2025 affecting Licensing, lasting 22d 22h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 05, 2025, 11:07 PM UTC
We are currently investigating an internal system issue that is preventing the licensing system from responding to requests.
- monitoring Aug 06, 2025, 03:16 PM UTC
The licensing system is now working again, but we are continuing to investigate root cause for this outage.
- identified Aug 06, 2025, 03:30 PM UTC
The permissions issue that is driving the outage has not been fully resolved. We are awaiting action from IT personnel who are addressing this issue which is affecting multiple teams.
- monitoring Aug 06, 2025, 07:10 PM UTC
The system is fully operational again, but we are continuing to pursue the root cause to prevent future issues.
- resolved Aug 28, 2025, 09:23 PM UTC
This incident has been resolved.
- postmortem Aug 28, 2025, 09:24 PM UTC
### Summary Our licensing system became unavailable after a change to corporate email/identity groups associated with our shared mailboxes. The change was part of broader corporate separation work between Fortive and Ralliant/Tektronix. It unintentionally removed access controls needed by the licensing service. Once identified, our IT partners restored the affected group associations and resolved directory errors, returning the system to normal operation. > Context: Tektronix is transitioning to **Ralliant** as part of Fortive’s separation; some shared infrastructure and groups were being updated during this work. ### What happened \(root cause\) An email/identity group that was removed as part of the separation program inadvertently impacted other groups still in use to secure Fluke shared mailboxes that our licensing system depends on. That change removed required access, which interrupted mailbox‑based licensing workflows. ### Timeline * **Aug 6** – We escalated the access failures and opened a ticket with the IT Service Desk. * **Aug 13** – IT confirmed the cause \(removal of a mail‑enabled security group related to separation work\) and restored access by re‑associating the correct groups and clearing directory/GUID issues. * **Aug 13\+** – We requested the preventive‑actions plan from IT; final confirmation is pending. ### Resolution IT re‑associated the correct email security groups with the affected shared mailboxes, corrected proxy addresses, and resolved several GUID‑related errors. Services recovered immediately after these changes. ### What we’re doing to prevent this We’ve asked for \(and will publish once confirmed\) the formal prevention plan. Areas we’re pushing on include: * Stronger change controls and impact assessment for email/identity group changes that could affect shared mailboxes. * Guardrails to prevent removal of groups with active production dependencies. * Monitoring/alerts for mailbox access failures tied to licensing workflows. We’ll update this post with specific commitments and dates once we receive IT’s final plan. ### Customer action No action is required. If you still see licensing issues, please contact Support with your license ID and timestamp.