Analysis/Intelligence: P1

Update timeline

1. resolved Jan 28, 2026, 12:05 AM UTC

   We are working to determine the user impact and will provide information as it becomes available.

2. resolved Jan 28, 2026, 12:28 AM UTC

   As previously reported, we have identified a degradation affecting your service. An Incident Response Team (IRT) with expertise specific to this issue has been assembled and they have verified the impact on user experience. Details on user impact and our current action plan are provided below. We will post the next incident communication at or before 1:30 AM UTC on 28 January 2026. In the US2 Data Center, Analysis/Intelligence customers are experiencing issues accessing the service. Affected users see a spinning wheel during login, followed by the error message, “Sorry, Concur is unavailable.” Additionally, users may encounter errors such as “Communication Error” or “No access” when attempting to run a report. A workaround for this issue is not available at this time The Incident Response Team is currently investigating. Our next scheduled update will be in one hour or sooner should a significant change occur.

3. resolved Jan 28, 2026, 12:54 AM UTC

   Service has been restored to a normal operating level, and we have started a mandatory post recovery monitoring period to ensure service performance stability prior to declaring the incident resolved. We will post the next incident communication at or before 2:30 AM UTC on 28 January 2026. In the US2 Data Center, Analysis/Intelligence customers experienced issues accessing the service. Affected users saw a spinning wheel during login, followed by the error message, “Sorry, Concur was unavailable.” Additionally, users encountered errors such as “Communication Error” or “No access” when attempting to run a report. Complete post recovery service performance stability monitoring and verification.

4. resolved Jan 28, 2026, 01:04 AM UTC

   We have completed the post recovery stability monitoring period and confirmed that service is operating at a normal and stable level and will now resolve this incident. Please contact the Support Engineer assigned to your case for any questions about this incident. We are sorry for any inconvenience this may have caused. Thank you for your patience. The IRT made a configuration change which restored the service.

5. resolved Feb 05, 2026, 12:09 PM UTC

   Impact as Reported: In the Concur US2 Data Center, Analysis/Intelligence customers experienced issues accessing the service. Affected users saw a spinning wheel during login, followed by the error message, “Sorry, Concur is unavailable.” Additionally, users encountered errors such as “Communication Error” or “No access” when attempting to run a report. Root cause: A previously undetected defect in the configuration management automation for a gateway tier providing load balancing to the Analysis/Intelligence infrastructure resulted in individual nodes in the pool loading an outdated configuration that was missing parameters needed to correctly route traffic to the Analysis/Intelligence service. Consequently users accessing the service through the impacted node were either unable to reach the user interface or might have experienced errors while navigating it. Service was restored by removing the impacted node from service. Corrective Actions: The following corrective and preventive actions have been identified: The configuration management has been updated to remove the defect that caused the potential load of outdated configurations; An additional alert parameter will be configured to monitor configuration consistency across the nodes in the gateway tier.