Expense, Request, Imaging, Analysis/Intelligence: P1

Update timeline

1. resolved Aug 19, 2025, 05:01 PM UTC

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

2. resolved Aug 19, 2025, 05:31 PM UTC

   In the China Data Center, logins through the SAP Concur website and SAP Concur mobile app is unavailable. Affected users may experience an error "This site can't be reached". when logging in. The Incident Response Team (IRT) is currently investigating. Our next scheduled update will be in one hour or sooner should a significant change occur.

3. resolved Aug 19, 2025, 05:58 PM UTC

   In the China Data Center, logins through the SAP Concur website and SAP Concur mobile app was unavailable. Affected users may have experienced an error "This site can't be reached". when trying to logging in. Services have returned to normal operating levels. We will continue monitoring performance for the next 30 minutes to verify stability. Once verified as stable, the incident will be resolved.

4. resolved Aug 19, 2025, 06:16 PM UTC

   In the China Data Center, logins through the SAP Concur website and SAP Concur mobile app was unavailable. Affected users may have experienced an error "This site can't be reached". when logging in. The services automatically self-recovered as the Incident Response Team (IRT) was investigating. 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

5. resolved Sep 04, 2025, 08:02 AM UTC

   Impact as Reported: In the China Data Center, logins through the SAP Concur website and SAP Concur mobile app were unavailable. Affected users may have experienced an error "This site can't be reached". when trying to logging in. Root cause: Due to a problem at the internet service providers serving it, the China Data Center experienced connectivity issues between China and other geographical regions. While this initially only impacted users trying to access the Chinese Concur instance from outside the PRC, as the network issue persisted an application supporting the authentication process, that relies on a global service, started experiencing failures not being able to connect to it to renew expiring tokens, leading to the incident to impact users within the PRC as well. Once the connectivity was restored by the Chinese internet service providers, the authentication service was able to connect and access was restored for all users. Corrective Actions: Connectivity was restored on the internet service providers side, externally to to SAP Concur. A preventive action as been identified to add a local fallback mechanism to the global service used by the authentication workflow for when a region is unable to connect to other regions.