Resolved after 2 hours 1 minute, affecting Expense and Imaging and 1 more, on October 23, 2025.
Impact as Reported: In the US2 Data Center, users were unable to upload, attach, or view images in the Expense and Invoice services when using both the SAP Concur website and the SAP Concur mobile app. When attempting to perform image-related actions, users may have encountered various error messages depending on the interface being used. In Expense (Web), the error “The following files failed to upload” may appear after attempting to attach a file. In the mobile app, users may receive the message “We’re unable to attach your receipt. Please try again.” In Invoice, users may experience an application error displaying “Unexpected system error. Please try your action one more time.” Root cause: The incident response team found that a typo was inadvertently introduced to an environmental variable in the startup configuration file for a containerized application tier part of the imaging infrastructure. When the application nodes were restarted due to a routine maintenance on the container cluster hosting them, they were unable to connect to their data stores resulting in the imaging service being disrupted. Once the typo was identified the incident response team rectified the configuration file and restarted the impacted tier to load the correct configuration and restore service. Corrective Actions: The following corrective and preventive actions have been identified: during the incident it was found that the startup logging for the impacted service was insufficient to support a prompt identification of the cause for the issue: log level is being enhanced to ensure the appropriate level of diagnostic is recorded; further findings indicated that the change records kept for the service contained insufficient details to support troubleshooting: process and practices for the team operating the service are being reviewed and refreshed to enforce diligent record keeping; the code review process for configuration files changes is being reviewed and revised to ensure the appropriate level of due diligence is performed to mitigate the chance of human error; to address the challenge of identifying environment specific defects in configuration files during pre-production testing, the change deployment process is being revised to include an immediate canary test when changes are introduced, which will allow immediate defect detection without user preceivable service disruption.
Affected components
Update timeline
- resolved Oct 23, 2025, 01:50 AM UTC
We are working to determine the user impact and will provide information as it becomes available.
- resolved Oct 23, 2025, 02:02 AM UTC
In the US2 Data Center, uploading, attaching, and viewing images through the SAP Concur website and SAP Concur mobile app is unavailable. Affected users may receive an error when attempting to upload, attach, or view an image. The Incident Response Team is currently investigating. Our next scheduled update will be in one hour or sooner should a significant change occur.
- resolved Oct 23, 2025, 02:54 AM UTC
In the US2 Data Center, users are currently unable to upload, attach, or view images in the Expense and Invoice services when using both the SAP Concur website and the SAP Concur mobile app. When attempting to perform image-related actions, users may encounter various error messages depending on the interface being used. In Expense (Web), the error “The following files failed to upload” may appear after attempting to attach a file. In the mobile app, users may receive the message “We’re unable to attach your receipt. Please try again.” In Invoice, users may experience an application error displaying “Unexpected system error. Please try your action one more time.” A workaround for this issue is not available at this time. The IRT has identified the potential root cause and is continuing to investigate an issue affecting the connection between services responsible for processing image uploads and retrievals. Our next scheduled update will be in one hour or sooner should a significant change occur.
- resolved Oct 23, 2025, 03:55 AM UTC
In the US2 Data Center, users were unable to upload, attach, or view images in the Expense and Invoice services when using both the SAP Concur website and the SAP Concur mobile app. When attempting to perform image-related actions, users encountered various error messages depending on the interface used. In Expense (Web), the message “The following files failed to upload” appeared after attempting to attach a file. In the mobile app, users received the message “We’re unable to attach your receipt. Please try again.” In Invoice, users experienced an application error displaying “Unexpected system error. Please try your action one more time.” A workaround for this issue was not identified during the service disruption. Services have returned to normal operating levels. We will continue monitoring performance for the next 45-60 minutes to verify stability. Once verified as stable, the incident will be resolved.
- resolved Oct 23, 2025, 04:54 AM UTC
In the US2 Data Center, users were unable to upload, attach, or view images in the Expense and Invoice services when using both the SAP Concur website and the SAP Concur mobile app. When attempting to perform image-related actions, users encountered various error messages depending on the interface used. In Expense (Web), the message “The following files failed to upload” appeared after attempting to attach a file. In the mobile app, users received the message “We’re unable to attach your receipt. Please try again.” In Invoice, users experienced an application error displaying “Unexpected system error. Please try your action one more time.” The Incident Response Team (IRT) updated an application configuration and restarted related system services to restore service. We have verified that service performance is stable and will now resolve the incident. An investigation into the root cause of this incident will now be conducted, and a root cause analysis report provided when that investigation is complete.
- resolved Oct 31, 2025, 08:07 AM UTC
Impact as Reported: In the US2 Data Center, users were unable to upload, attach, or view images in the Expense and Invoice services when using both the SAP Concur website and the SAP Concur mobile app. When attempting to perform image-related actions, users may have encountered various error messages depending on the interface being used. In Expense (Web), the error “The following files failed to upload” may appear after attempting to attach a file. In the mobile app, users may receive the message “We’re unable to attach your receipt. Please try again.” In Invoice, users may experience an application error displaying “Unexpected system error. Please try your action one more time.” Root cause: The incident response team found that a typo was inadvertently introduced to an environmental variable in the startup configuration file for a containerized application tier part of the imaging infrastructure. When the application nodes were restarted due to a routine maintenance on the container cluster hosting them, they were unable to connect to their data stores resulting in the imaging service being disrupted. Once the typo was identified the incident response team rectified the configuration file and restarted the impacted tier to load the correct configuration and restore service. Corrective Actions: The following corrective and preventive actions have been identified: during the incident it was found that the startup logging for the impacted service was insufficient to support a prompt identification of the cause for the issue: log level is being enhanced to ensure the appropriate level of diagnostic is recorded; further findings indicated that the change records kept for the service contained insufficient details to support troubleshooting: process and practices for the team operating the service are being reviewed and refreshed to enforce diligent record keeping; the code review process for configuration files changes is being reviewed and revised to ensure the appropriate level of due diligence is performed to mitigate the chance of human error; to address the challenge of identifying environment specific defects in configuration files during pre-production testing, the change deployment process is being revised to include an immediate canary test when changes are introduced, which will allow immediate defect detection without user preceivable service disruption.
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