SAP Concur incident
Expense, Request, Imaging, Analysis/Intelligence: P1
Resolved after 3 hours 51 minutes, affecting Analysis/Intelligence and Expense and 1 more, on March 6, 2025.
Impact as Reported: In the China Data Center, logging in through the SAP Concur website is below expected level. Affected users may have experienced the following error intermittently, “Sorry, something went wrong. We encountered an error processing your request, please contact your company administrator" after logging in to their account. Root cause: During a standard server replacement maintenance due to human error a node was provisioned with the wrong configuration for the application pool it was added to. As the configuration item being mismatched was not part of the standard node health check the server remained active in the pool and each time the load balancing was connecting users with it they received an error message. The incident was resolved by removing the misconfigured node from the application pool. Corrective Actions: The provisioning process is being revised to reduce the need for manual intervention and add a configuration check prior to the nodes being added to the serving pool.
Affected components
Update timeline
- resolved Mar 06, 2025, 11:10 PM UTC
We are working to determine the user impact and will provide information as it becomes available.
- resolved Mar 06, 2025, 11:33 PM UTC
In the China Data Center, logging in through the SAP Concur website is below expected level. Affected users may have experienced the following error intermittently, “Sorry, something went wrong. We encountered an error processing your request, please contact your company administrator" after logging in to their account. The Incident Response Team is currently investigating. Our next scheduled update will be in one hour or sooner should a significant change occur.
- resolved Mar 07, 2025, 12:12 AM UTC
In the China Data Center, logging in through the SAP Concur website was below expected level. Affected users may have experienced the following error intermittently, “Sorry, something went wrong. We encountered an error processing your request, please contact your company administrator" after logging in to their account. 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, 01:01 AM UTC
In the China Data Center, logging in through the SAP Concur website is below expected level. Affected users may experience the following error intermittently, “Sorry, something went wrong. We encountered an error processing your request, please contact your Company Administrator or Help Desk" after entering the password and clicking Sign In. We have observed a new degradation to our services during the monitoring period. The Incident Response Team (IRT) is investigating the issue. Our next scheduled update will be in one hour or sooner should a significant change occur.
- resolved Mar 07, 2025, 01:46 AM UTC
In the China Data Center, logging in through the SAP Concur website was below expected level. Affected users may have experienced the following error intermittently, “Sorry, something went wrong. We encountered an error processing your request, please contact your Company Administrator or Help Desk" after entering the password and clicking Sign In. 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, 02:14 AM UTC
In the China Data Center, logging in through the SAP Concur website was below expected level. Affected users may have experienced the following error intermittently, “Sorry, something went wrong. We encountered an error processing your request, please contact your Company Administrator or Help Desk" after entering the password and clicking Sign In. To ensure continued stability before officially closing the incident, the Incident Response Team has decided to extend the mandatory post-recovery monitoring period for the next 30 minutes to verify stability.
- resolved Mar 07, 2025, 02:44 AM UTC
In the China Data Center, logging in through the SAP Concur website was below expected level. Affected users may have experienced the following error intermittently, “Sorry, something went wrong. We encountered an error processing your request, please contact your Company Administrator or Help Desk" after entering the password and clicking Sign In. The Incident Response Team has modified configuration settings on an application server tier which restored service. 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.
- resolved Mar 18, 2025, 11:32 AM UTC
Impact as Reported: In the China Data Center, logging in through the SAP Concur website is below expected level. Affected users may have experienced the following error intermittently, “Sorry, something went wrong. We encountered an error processing your request, please contact your company administrator" after logging in to their account. Root cause: During a standard server replacement maintenance due to human error a node was provisioned with the wrong configuration for the application pool it was added to. As the configuration item being mismatched was not part of the standard node health check the server remained active in the pool and each time the load balancing was connecting users with it they received an error message. The incident was resolved by removing the misconfigured node from the application pool. Corrective Actions: The provisioning process is being revised to reduce the need for manual intervention and add a configuration check prior to the nodes being added to the serving pool.
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