Japan - Japan Public Transportation (JPT): P1

Update timeline

1. resolved Jun 02, 2025, 12:39 AM UTC

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

2. resolved Jun 02, 2025, 01:30 AM UTC

   In the US2 Data Center, creating JPT Route Search entries through the SAP Concur website and SAP Concur mobile app is below expected level. Affected web users may intermittently encounter the error message, “An error occurred. Please try again or contact administrator.", when attempting to create a JPT Route Search entry or when viewing “Route Details” on an existing JPT expense. Affected mobile IOS users may encounter the error “Response status code is unacceptable: 503.” while Android users encounter the error “We could not load the routes details.” for on an existing JPT expense and ” We could not load the routes. Please try again later.” for creating JPT routes. 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 Jun 02, 2025, 02:26 AM UTC

   In the US2 Data Center, creating JPT Route Search entries through the SAP Concur website and SAP Concur mobile app is below expected level. Affected web users may intermittently encounter the error message, “An error occurred. Please try again or contact administrator." when attempting to create a JPT Route Search entry or when viewing “Route Details” on an existing JPT expense. Affected mobile IOS users may encounter the error “Response status code is unacceptable: 503.” for on an existing JPT expense and "Sorry, your search has timed out because of a network error." for creating JPT routes, while Android users encounter the error “We could not load the routes details.” for on an existing JPT expense and ” We could not load the routes. Please try again later.” for creating JPT routes. The Incident Response Team (IRT) has engaged additional resources with their investigation to identify the root cause. Our next scheduled update will be in one hour or sooner should a significant change occur.

4. resolved Jun 02, 2025, 03:32 AM UTC

   In the US2 Data Center, creating JPT Route Search entries through the SAP Concur website and SAP Concur mobile app were below expected level. Affected web users may have intermittently encountered the error message, “An error occurred. Please try again or contact administrator." when attempting to create a JPT Route Search entry or when viewing “Route Details” on an existing JPT expense. Affected mobile IOS users may have encountered the error “Response status code is unacceptable: 503.” for on an existing JPT expense and "Sorry, your search has timed out because of a network error." for creating JPT routes, while Android users may have encountered the error “We could not load the routes details.” for on an existing JPT expense and ” We could not load the routes. Please try again later.” for creating JPT routes. Services have returned to normal operating levels. We will continue monitoring performance for the next 15-30 minutes to verify stability. Once verified as stable the incident will be resolved.

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

   In the US2 Data Center, creating JPT Route Search entries through the SAP Concur website and SAP Concur mobile app were below expected level. Affected web users may have intermittently encountered the error message, “An error occurred. Please try again or contact administrator." when attempting to create a JPT Route Search entry or when viewing “Route Details” on an existing JPT expense. Affected mobile IOS users may have encountered the error “Response status code is unacceptable: 503.” for on an existing JPT expense and "Sorry, your search has timed out because of a network error." for creating JPT routes, while Android users may have encountered the error “We could not load the routes details.” for on an existing JPT expense and ” We could not load the routes. Please try again later.” for creating JPT routes. As the Incident Response Team was making a further review, the system self-recovered. We have verified that service performance is stable and will now resolve this 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.

6. resolved Jun 13, 2025, 05:14 PM UTC

   In the US2 Data Center, creating JPT Route Search entries through the SAP Concur website and SAP Concur mobile app were below expected level. Affected web users may have intermittently encountered the error message, “An error occurred. Please try again or contact administrator." when attempting to create a JPT Route Search entry or when viewing “Route Details” on an existing JPT expense. Affected mobile IOS users may have encountered the error “Response status code is unacceptable: 503.” for on an existing JPT expense and "Sorry, your search has timed out because of a network error." for creating JPT routes, while Android users may have encountered the error “We could not load the routes details.” for on an existing JPT expense and ” We could not load the routes. Please try again later.” for creating JPT routes. The modification of a database function from stored procedure to prepared statement caused a significant loss of efficiency and increased resource utilization for a specific query, leading to resource exhaustion for the database host, and consequent impact for all the customer located on that host. Corrective Actions: -The offending function has been isolated and measures have been taken correct to lack of efficiency and high resource demand. -Additionally, shared documentation related to stored procedure migrations, has been update with lesson learned and best practices and it will be presented to a large RnD audience at the next available venue.