SAP Concur incident
Expense, Travel, Invoice, Request, Imaging, Analysis/Intelligence: P1
Resolved after 4 hours 56 minutes, affecting Analysis/Intelligence and Expense and 1 more, on June 5, 2025.
In the US2 Data Center, logins through the SAP Concur website and SAP Concur mobile app were below expected level. Affected users may have encountered errors intermittently when trying to login to Concur. Additionally, users already logged in may have experienced errors intermittently when attempting to create and open expense reports. A feature related to customer defined IP blocking was deployed to a gateway service in logging only mode to evaluate traffic volume and unexpectedly caused performance degradation for the subset of customer who had enabled that feature. Concurrently to this issue a configuration defect was identified on the same gateway service that might have caused intermittent time outs and compounded the impact of the previous issue. The feature deployment was rolled back to restore service for the impacted customers, and the configuration defect addressed. Corrective Actions: The following preventive actions have been identified: -Monitoring on the service is being expanded to enable faster issue detection. -Roll out procedure is being revised to take a more gradual approach to mitigate impact in case of issues. -Automated testing is being implemented to further improve detection of issues.
Affected components
Update timeline
- resolved Jun 05, 2025, 03:10 AM UTC
We are working to determine the user impact and will provide information as it becomes available.
- resolved Jun 05, 2025, 04:12 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 5:30 AM UTC on 05 June 2025. In the US2 Data Center, logins through the SAP Concur website and SAP Concur mobile app are below expected level. Affected users may encounter errors intermittently when trying to login to Concur. Additionally, users already logged in may experience errors intermittently when attempting to create and open expense reports. The Incident Response Team (IRT) has engaged additional resource as to assist with the investigation and determine the cause of the issue.
- resolved Jun 05, 2025, 05:28 AM UTC
Work to identify and resolve the issue is in progress. Since our last update the IRT working on a rollback to improve service. Details of our current action plan are provided below. We will post the next incident communication at or before 6:30 AM UTC on 05 June 2025. In the US2 Data Center, logins through the SAP Concur website and SAP Concur mobile app are below expected level. Affected users may encounter errors intermittently when trying to login to Concur. Additionally, users already logged in may experience errors intermittently when attempting to create and open expense reports. The Incident Response Team (IRT) is actively engaged in executing a rollback procedure aimed at enhancing service efficiency and reliability to ensure optimal performance.
- resolved Jun 05, 2025, 05:49 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 6:15 AM UTC on 05 June 2025. In the US2 Data Center, logins through the SAP Concur website and SAP Concur mobile app were below expected level. Affected users may have encountered errors intermittently when trying to login to Concur. Additionally, users already logged in may have experienced errors intermittently when attempting to create and open expense reports. Complete post recovery service performance stability monitoring and verification
- resolved Jun 05, 2025, 06:12 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. In the US2 Data Center, logins through the SAP Concur website and SAP Concur mobile app were below expected level. Affected users may have encountered errors intermittently when trying to login to Concur. Additionally, users already logged in may have experienced errors intermittently when attempting to create and open expense reports. The Incident Response Team (IRT) has performed a rollback which restored the service. 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 Jun 13, 2025, 05:11 PM UTC
In the US2 Data Center, logins through the SAP Concur website and SAP Concur mobile app were below expected level. Affected users may have encountered errors intermittently when trying to login to Concur. Additionally, users already logged in may have experienced errors intermittently when attempting to create and open expense reports. A feature related to customer defined IP blocking was deployed to a gateway service in logging only mode to evaluate traffic volume and unexpectedly caused performance degradation for the subset of customer who had enabled that feature. Concurrently to this issue a configuration defect was identified on the same gateway service that might have caused intermittent time outs and compounded the impact of the previous issue. The feature deployment was rolled back to restore service for the impacted customers, and the configuration defect addressed. Corrective Actions: The following preventive actions have been identified: -Monitoring on the service is being expanded to enable faster issue detection. -Roll out procedure is being revised to take a more gradual approach to mitigate impact in case of issues. -Automated testing is being implemented to further improve detection of issues.
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