Orbus Software experienced a minor incident on July 14, 2025 affecting OrbusInfinity and SolutionsHub and 1 more component, lasting 7h 33m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 14, 2025, 12:46 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. Engineers are actively engaged and investigating the issue.
- investigating Jul 14, 2025, 12:48 AM UTC
We are continuing to investigate this issue.
- monitoring Jul 14, 2025, 07:15 AM UTC
A fix has been implemented and full functionality is restored in all impacted regions. Engineers will continue to monitor the platform for a period before the incident is marked as resolved.
- resolved Jul 14, 2025, 08:19 AM UTC
Following the restoration of all PowerBI report functionalities and a stable period of monitoring, the incident has been marked as resolved.
- postmortem Jul 18, 2025, 04:25 PM UTC
## **Incident Summary** At 21:18 UTC on 13/07/2025 it was reported that existing PowerBI reports in SharePoint were not loading. Additionally, it was not possible to create new PowerBI reports from the Solutions Hub. Following intervention from Orbus engineers, full PowerBI functionality was restored at 07:00 UTC on 14/07/2025 ## **Impact** Existing PowerBI report solutions and dashboards were not loading for the duration of the incident. SharePoint reports displayed a "Report Failed to Load" error message. Any attempts to activate new reports via the Solutions Hub resulted with them displaying an "Ohh No! Something Went Wrong" error message. All functionality was restored at 07:00 UTC on 14/07/2025 following intervention from Orbus Engineers. ## **Root Cause Analysis** A secret required by a service that manages PowerBI reports expired. Following expiration, it was not possible to refresh any PowerBI reports or create new ones. Orbus Engineers rotated the expired secret to restore functionality. Automated notifications are in place to ensure warnings are sent to owning teams and to ensure renewal or rotation activities take place in advance of expiry dates. An internal system error resulted in notifications for the impacted key expiry to fail. This has since been rectified and a more robust contingency put in place.