Orbus Software experienced a major incident on July 17, 2025 affecting OrbusInfinity and OrbusInfinity, lasting 14h 45m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 17, 2025, 12:45 AM UTC
We are investigating an incident which is causing OrbusInfinity PowerBI Reports to fail to load. All other areas of the OrbusInfinity application are working as normal. Updates will be provided in due course.
- monitoring Jul 17, 2025, 08:01 AM UTC
Engineers have implemented a fix and are monitoring the system.
- resolved Jul 17, 2025, 03:30 PM UTC
After a period of monitoring, all services remain up and operational. The incident has been closed. Postmortem activities will follow with details shared in due course.
- postmortem Jul 18, 2025, 04:27 PM UTC
## **Incident Summary** At 20:27 UTC on 16/07/2025 PowerBI reports stopped loading in the Australia East and IRAP environments. End users experienced errors when using PowerBI functions. The issue was resolved at 07:05 UTC on 17/07/2025 following intervention from Orbus Engineers. The incident was closed following a period of monitoring and stable performance at 15:30 UTC. ## **Impact** For the duration of the incident, it was not possible to run PowerBI functions for OrbusInfinity. An error was displayed: "Capacity operation failed with error code CapacityLimitExceeded". This occurred for native PowerBI reports and dashboards in the application user interface, alongside SharePoint webparts. New PowerBI report solutions could not be activated from the Solutions Hub for the duration. ## **Root Cause Analysis** Following an outage of PowerBI services on 13/07/2025, a backlog of unprocessed report refresh requests was created. This backlog, alongside the standard load, introduced unexpected demand for the PowerBI service. CPU resources were exhausted on the service in the Australia East node which serves clients in the region \(inclusive of IRAP\). Additional resources were temporarily added to the service to resolve the incident and process any remaining backlog. Following a period of monitoring and stable performance, the incident was closed and resource levels normalized. Subsequent adjustments have been made to internal incident management processes to ensure monitoring post-outage, continues beyond the clearance of any resulting backlogs or elevated system load period.