Resolved after 1 hour 43 minutes, affecting Analysis/Intelligence, on March 7, 2025.
Impact as Reported: In the China Data Center, access to the Analysis/Intelligence tab through the SAP Concur website was unavailable. Affected users may have experienced error message “504 - Gateway timeout” when trying to access the reporting tab. Root cause: The root cause of the incident has been determined to be an degraded node within the analytics service cluster. Service was restore by restarting the cluster. Due to the server state logs were not logged for the duration of the incident, making it no possible to run a deeper root cause investigation. Corrective Actions: A daily reboot job of the application server has been configured to allow for a more frequent server state refreshes with the goal to prevent the cluster to get into a unhealthy state. Additional monitoring and alerting is also being implemented to allow for a faster detection and response.
Affected components
Update timeline
- resolved Mar 07, 2025, 11:32 AM UTC
We are working to determine the user impact and will provide information as it becomes available.
- resolved Mar 07, 2025, 11:43 AM UTC
In the China Data Center, access to the Analysis/Intelligence tab through the SAP Concur website is unavailable. Affected users may experience error message “504 - Gateway timeout” when trying to access the reporting tab. The Incident Response Team (IRT) is currently investigating. Our next scheduled update will be in one hour or sooner should a significant change occur.
- resolved Mar 07, 2025, 12:25 PM UTC
In the China Data Center, access to the Analysis/Intelligence tab through the SAP Concur website was unavailable. Affected users may have experienced error message “504 - Gateway timeout” when trying to access the reporting tab. 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.
- resolved Mar 07, 2025, 12:47 PM UTC
In the China Data Center, access to the Analysis/Intelligence tab through the SAP Concur website was unavailable. Affected users may have experienced error message “504 - Gateway timeout” when trying to access the reporting tab. The Incident Response Team (IRT) has restarted the server to restore the service. 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.
- resolved Mar 20, 2025, 12:46 PM UTC
Impact as Reported: In the China Data Center, access to the Analysis/Intelligence tab through the SAP Concur website was unavailable. Affected users may have experienced error message “504 - Gateway timeout” when trying to access the reporting tab. Root cause: The root cause of the incident has been determined to be an degraded node within the analytics service cluster. Service was restore by restarting the cluster. Due to the server state logs were not logged for the duration of the incident, making it no possible to run a deeper root cause investigation. Corrective Actions: A daily reboot job of the application server has been configured to allow for a more frequent server state refreshes with the goal to prevent the cluster to get into a unhealthy state. Additional monitoring and alerting is also being implemented to allow for a faster detection and response.
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