Expense, Travel, Invoice, Request, Imaging, Analysis/Intelligence: P1

Update timeline

1. resolved Apr 28, 2025, 10:09 AM UTC

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

2. resolved Apr 28, 2025, 10:44 AM UTC

   In the EU2, US2, and APJ1 Data Centers, logging in through the SAP Concur website and SAP Concur mobile app was unavailable. The affected users would get “Sorry, something went wrong” upon trying to access SAP Concur services. The Incident Response Team have been engaged and are investigating. While service performance is now operating at normal levels, we will continue monitoring performance for the next 15 minutes to verify stability. Once verified stable, the incident will be resolved.

3. resolved Apr 28, 2025, 11:04 AM UTC

   In the EU2, US2, and APJ1 Data Centers, logging in through the SAP Concur website and SAP Concur mobile app was unavailable. The affected users would get “Sorry, something went wrong” upon trying to access SAP Concur services. The Incident Response Team (IRT) identified an external service failing. Once the service was restored, the issue 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.

4. resolved May 06, 2025, 11:51 AM UTC

   Impact as Reported: In the EU2, US2, and APJ1 Data Centers, logging in through the SAP Concur website and SAP Concur mobile app was unavailable. The affected users would get “Sorry, something went wrong” upon trying to access SAP Concur services. Root cause: An outage within the service responsible for the scanning and validation of incoming traffic origin, necessary to prevent access from embargoed countries, has caused all the inbound traffic to be blocked. The reason behind the failure and the lack of an efficient failover mechanism are still under investigation. Corrective Actions: N/A

5. resolved May 15, 2025, 03:57 PM UTC

   In the EU2, US2, and APJ1 Data Centers, logging in through the SAP Concur website and SAP Concur mobile app was unavailable. The affected users would get “Sorry, something went wrong” upon trying to access SAP Concur services. An outage on a geo-blocking service responsible for the scanning and validation of incoming traffic origin, necessary to prevent access from embargoed countries, caused all inbound traffic to be blocked. The reason behind the failure was a version upgrade on a core component of the geo-blocking service that resulted in missing certificates information and consequent clients connection failure to both the primary and the back-up endpoints. This resulted in the CTE authentication service to prevent access for all users. The proxy service responsible for handling the connection between CT&E and the geo-blocking service has been updated to a new version that allows dynamic parameters to be used for the TLS handshake, removing the dependency on the information that went missing on the certificate, hence removing the dependency that caused the connection to the geo-blocking back up endpoints to fail.