Flexera Status

Postmortem: Description: Flexera One – IT Asset Management – North America – Beacon Endpoint Errors

Timeframe: November 6, 2025, 8:57 AM PST – 3:06 PM PST

Incident Summary

On November 6, 2025, customers in the North America region began experiencing issues with IT Asset Management (ITAM) beacon operations, including failures when downloading configuration files and delays in uploading inventory data. These symptoms were reported after the previous night’s scheduled maintenance was completed.

An internal investigation confirmed that a backend service dependency required for beacon download and upload operations did not fully recover after the maintenance, resulting in intermittent "Service Unavailable" errors and temporary upload backlogs.

The disruption was mitigated at 3:06 PM PST when all backend service instances were restored to a healthy state and normal traffic patterns resumed. The environment continued to be monitored into the following day, and by the morning of November 7, customers reported that all beacon functionality was operating as expected.

Root Cause

The disruption occurred because certain backend service components that support beacon communication did not fully recover after the scheduled maintenance performed the previous evening. As a result, some instances were unable to process beacon download requests consistently, leading to intermittent service-unavailable responses and delays in processing uploaded data.

Once all backend components were restarted and returned to a healthy state, beacon functionality fully recovered.

Remediation Actions

1. Service Recovery: Affected backend service components were restarted and refreshed to ensure they returned to a healthy working state.
2. Beacon Functionality Restored: Beacon download and upload operations were stabilized after restoring the backend services that support these requests.
3. Full Instance Refresh Performed: New healthy service instances were brought online, and older ones were retired to ensure consistent performance.
4. Validation and Monitoring: Full functionality was confirmed at 3:06 PM PST, and the system was monitored into the following day until multiple customers confirmed everything was operating normally.

Future Preventative Measures

Following this incident, Flexera completed a retrospective review with the teams involved. As part of this effort, improvements are being made to strengthen maintenance planning and ensure services consistently recover as expected after scheduled updates. These measures include:

• Refining internal workflows so that each task is clearly defined and time-bounded before execution.
• Reviewing task durations within maintenance activities to help plan maintenance windows more accurately and minimize the risk of exceeding scheduled timeframes.
• Continuing to monitor future maintenance cycles to confirm consistent recovery across all service components.

Resolved: Our teams identified that the issue was caused by a recent configuration change and successfully deployed a fix. All related errors have cleared, and services have been restored to normal operation.

Investigating: Incident Description: We are investigating an issue impacting beacon connectivity in the North America region. The affected customers may experience errors when attempting to upload or download data through beacon endpoints, including messages indicating “502 error (Bad Gateway).”

Priority: P2

Restoration Activity: Our teams are actively investigating reports of connection failures. Initial findings indicate that certain beacon endpoints are returning errors when processing requests. Technical teams are reviewing routing and endpoint configurations to identify the cause and restore normal operation.

Resolved: Incident Description: On 17 November at 00:54 AM PST, our teams identified an issue impacting Flexera One in the NAM region. Affected customers were unable to access Flexera One using their credentials.

Priority: P1

Restoration Activity: Our teams were immediately engaged and initiated an investigation. The root cause was traced to a recent release that, despite being successfully tested in staging and deployed in other production regions, inadvertently caused a service outage in NAM due to human error. Upon identifying the issue, the team promptly reverted the change to the last known good state, restoring services at 01:33 AM PST.

A comprehensive root cause analysis will be conducted, and we will share the post-mortem report once it is available.

Postmortem: Description: Flexera One – IT Asset Management – North America – Beacon Endpoint Errors

Timeframe: November 6, 2025, 8:57 AM PST – 3:06 PM PST

Incident Summary

On November 6, 2025, customers in the North America region began experiencing issues with IT Asset Management (ITAM) beacon operations, including failures when downloading configuration files and delays in uploading inventory data. These symptoms were reported after the previous night’s scheduled maintenance was completed.

An internal investigation confirmed that a backend service dependency required for beacon download and upload operations did not fully recover after the maintenance, resulting in intermittent "Service Unavailable" errors and temporary upload backlogs.

The disruption was mitigated at 3:06 PM PST when all backend service instances were restored to a healthy state and normal traffic patterns resumed. The environment continued to be monitored into the following day, and by the morning of November 7, customers reported that all beacon functionality was operating as expected.

Root Cause

The disruption occurred because certain backend service components that support beacon communication did not fully recover after the scheduled maintenance performed the previous evening. As a result, some instances were unable to process beacon download requests consistently, leading to intermittent service-unavailable responses and delays in processing uploaded data.

Once all backend components were restarted and returned to a healthy state, beacon functionality fully recovered.

Remediation Actions

1. Service Recovery: Affected backend service components were restarted and refreshed to ensure they returned to a healthy working state.
2. Beacon Functionality Restored: Beacon download and upload operations were stabilized after restoring the backend services that support these requests.
3. Full Instance Refresh Performed: New healthy service instances were brought online, and older ones were retired to ensure consistent performance.
4. Validation and Monitoring: Full functionality was confirmed at 3:06 PM PST, and the system was monitored into the following day until multiple customers confirmed everything was operating normally.

Future Preventative Measures

Following this incident, Flexera completed a retrospective review with the teams involved. As part of this effort, improvements are being made to strengthen maintenance planning and ensure services consistently recover as expected after scheduled updates. These measures include:

• Refining internal workflows so that each task is clearly defined and time-bounded before execution.
• Reviewing task durations within maintenance activities to help plan maintenance windows more accurately and minimize the risk of exceeding scheduled timeframes.
• Continuing to monitor future maintenance cycles to confirm consistent recovery across all service components.

Resolved: Our teams identified that the issue was caused by a recent configuration change and successfully deployed a fix. All related errors have cleared, and services have been restored to normal operation.

Investigating: Incident Description: We are investigating an issue impacting beacon connectivity in the North America region. The affected customers may experience errors when attempting to upload or download data through beacon endpoints, including messages indicating “502 error (Bad Gateway).”

Priority: P2

Restoration Activity: Our teams are actively investigating reports of connection failures. Initial findings indicate that certain beacon endpoints are returning errors when processing requests. Technical teams are reviewing routing and endpoint configurations to identify the cause and restore normal operation.

Resolved: Incident Description: On 17 November at 00:54 AM PST, our teams identified an issue impacting Flexera One in the NAM region. Affected customers were unable to access Flexera One using their credentials.

Priority: P1

Restoration Activity: Our teams were immediately engaged and initiated an investigation. The root cause was traced to a recent release that, despite being successfully tested in staging and deployed in other production regions, inadvertently caused a service outage in NAM due to human error. Upon identifying the issue, the team promptly reverted the change to the last known good state, restoring services at 01:33 AM PST.

A comprehensive root cause analysis will be conducted, and we will share the post-mortem report once it is available.

Resolved: Incident Description: On 17 November at 00:54 AM PST, our teams identified an issue impacting Flexera One in the NAM region. Affected customers were unable to access Flexera One using their credentials.

Priority: P1

Restoration Activity: Our teams were immediately engaged and initiated an investigation. The root cause was traced to a recent release that, despite being successfully tested in staging and deployed in other production regions, inadvertently caused a service outage in NAM due to human error. Upon identifying the issue, the team promptly reverted the change to the last known good state, restoring services at 01:33 AM PST.

A comprehensive root cause analysis will be conducted, and we will share the post-mortem report once it is available.

Resolved: Incident Description: On 17 November at 00:54 AM PST, our teams identified an issue impacting Flexera One in the NAM region. Affected customers were unable to access Flexera One using their credentials.

Priority: P1

Restoration Activity: Our teams were immediately engaged and initiated an investigation. The root cause was traced to a recent release that, despite being successfully tested in staging and deployed in other production regions, inadvertently caused a service outage in NAM due to human error. Upon identifying the issue, the team promptly reverted the change to the last known good state, restoring services at 01:33 AM PST.

A comprehensive root cause analysis will be conducted, and we will share the post-mortem report once it is available.

Resolved: Processing has returned to normal, and updated inventory data is now flowing as expected. We monitored the service for an extended period following the restoration and have not observed any further impact. This incident has been resolved.

Monitoring: We are continuing to monitor for any further issues.

Monitoring: Our technical teams have successfully rolled back the recent deployment as a corrective measure. We are already observing successful execution of inventory jobs. We will continue to monitor the services closely to ensure stability and will provide further updates as they become available.

Identified: Our teams have traced the issue to a recent deployment and are actively working to roll back the changes to restore normal service.

Investigating: Incident Description: We are currently investigating an issue impacting inventory processing for IT Asset management in the NAM, APAC & EU regions. While the system remains accessible, the affected customers may experience delays in the ingestion and processing of inventory data and encounter error messages such as "Import Failed: Attempted all retries"

Priority: P2

Restoration Activity: Our technical teams are actively engaged in investigating the inventory processing failures. Further updates will be provided as we continue to address the issue.

Resolved: Incident Description: On 17 November at 00:54 AM PST, our teams identified an issue impacting Flexera One in the NAM region. Affected customers were unable to access Flexera One using their credentials.

Priority: P1

Restoration Activity: Our teams were immediately engaged and initiated an investigation. The root cause was traced to a recent release that, despite being successfully tested in staging and deployed in other production regions, inadvertently caused a service outage in NAM due to human error. Upon identifying the issue, the team promptly reverted the change to the last known good state, restoring services at 01:33 AM PST.

A comprehensive root cause analysis will be conducted, and we will share the post-mortem report once it is available.

Resolved: Incident Description: On 17 November at 00:54 AM PST, our teams identified an issue impacting Flexera One in the NAM region. Affected customers were unable to access Flexera One using their credentials.

Priority: P1

Restoration Activity: Our teams were immediately engaged and initiated an investigation. The root cause was traced to a recent release that, despite being successfully tested in staging and deployed in other production regions, inadvertently caused a service outage in NAM due to human error. Upon identifying the issue, the team promptly reverted the change to the last known good state, restoring services at 01:33 AM PST.

A comprehensive root cause analysis will be conducted, and we will share the post-mortem report once it is available.

Resolved: Incident Description: On 17 November at 00:54 AM PST, our teams identified an issue impacting Flexera One in the NAM region. Affected customers were unable to access Flexera One using their credentials.

Priority: P1

Restoration Activity: Our teams were immediately engaged and initiated an investigation. The root cause was traced to a recent release that, despite being successfully tested in staging and deployed in other production regions, inadvertently caused a service outage in NAM due to human error. Upon identifying the issue, the team promptly reverted the change to the last known good state, restoring services at 01:33 AM PST.

A comprehensive root cause analysis will be conducted, and we will share the post-mortem report once it is available.

Resolved: Processing has returned to normal, and updated inventory data is now flowing as expected. We monitored the service for an extended period following the restoration and have not observed any further impact. This incident has been resolved.

Monitoring: We are continuing to monitor for any further issues.

Monitoring: Our technical teams have successfully rolled back the recent deployment as a corrective measure. We are already observing successful execution of inventory jobs. We will continue to monitor the services closely to ensure stability and will provide further updates as they become available.

Identified: Our teams have traced the issue to a recent deployment and are actively working to roll back the changes to restore normal service.

Investigating: Incident Description: We are currently investigating an issue impacting inventory processing for IT Asset management in the NAM, APAC & EU regions. While the system remains accessible, the affected customers may experience delays in the ingestion and processing of inventory data and encounter error messages such as "Import Failed: Attempted all retries"

Priority: P2

Restoration Activity: Our technical teams are actively engaged in investigating the inventory processing failures. Further updates will be provided as we continue to address the issue.

Resolved: Processing has returned to normal, and updated inventory data is now flowing as expected. We monitored the service for an extended period following the restoration and have not observed any further impact. This incident has been resolved.

Monitoring: We are continuing to monitor for any further issues.

Monitoring: Our technical teams have successfully rolled back the recent deployment as a corrective measure. We are already observing successful execution of inventory jobs. We will continue to monitor the services closely to ensure stability and will provide further updates as they become available.

Identified: Our teams have traced the issue to a recent deployment and are actively working to roll back the changes to restore normal service.

Investigating: Incident Description: We are currently investigating an issue impacting inventory processing for IT Asset management in the NAM, APAC & EU regions. While the system remains accessible, the affected customers may experience delays in the ingestion and processing of inventory data and encounter error messages such as "Import Failed: Attempted all retries"

Priority: P2

Restoration Activity: Our technical teams are actively engaged in investigating the inventory processing failures. Further updates will be provided as we continue to address the issue.

Resolved: The fix has been rolled out across APAC, EU, and NAM, and validation is complete. The technical team has confirmed GraphQL queries and related operations, including data extracts, are running successfully, and no further errors are being observed. This incident has been resolved.

Investigating: Incident Description: We are investigating an issue impacting the IT Visibility GraphQL API across all regions. This is affecting a subset of customers. Affected customers may see 500 “Internal Server Error” responses when running GraphQL queries, integrations, and data extracts.

Priority: P2

Restoration Activity: Our technical team has identified the underlying cause and is deploying a fix. We are monitoring closely as we continue to make progress and work toward full restoration.

We will continue to provide updates as we make progress.

Resolved: The fix has been rolled out across APAC, EU, and NAM, and validation is complete. The technical team has confirmed GraphQL queries and related operations, including data extracts, are running successfully, and no further errors are being observed. This incident has been resolved.

Investigating: Incident Description: We are investigating an issue impacting the IT Visibility GraphQL API across all regions. This is affecting a subset of customers. Affected customers may see 500 “Internal Server Error” responses when running GraphQL queries, integrations, and data extracts.

Priority: P2

Restoration Activity: Our technical team has identified the underlying cause and is deploying a fix. We are monitoring closely as we continue to make progress and work toward full restoration.

We will continue to provide updates as we make progress.

Resolved: The fix has been rolled out across APAC, EU, and NAM, and validation is complete. The technical team has confirmed GraphQL queries and related operations, including data extracts, are running successfully, and no further errors are being observed. This incident has been resolved.

Investigating: Incident Description: We are investigating an issue impacting the IT Visibility GraphQL API across all regions. This is affecting a subset of customers. Affected customers may see 500 “Internal Server Error” responses when running GraphQL queries, integrations, and data extracts.

Priority: P2

Restoration Activity: Our technical team has identified the underlying cause and is deploying a fix. We are monitoring closely as we continue to make progress and work toward full restoration.

We will continue to provide updates as we make progress.

Resolved: Incident Description: On 17 November at 00:54 AM PST, our teams identified an issue impacting Flexera One in the NAM region. Affected customers were unable to access Flexera One using their credentials.

Priority: P1

Restoration Activity: Our teams were immediately engaged and initiated an investigation. The root cause was traced to a recent release that, despite being successfully tested in staging and deployed in other production regions, inadvertently caused a service outage in NAM due to human error. Upon identifying the issue, the team promptly reverted the change to the last known good state, restoring services at 01:33 AM PST.

A comprehensive root cause analysis will be conducted, and we will share the post-mortem report once it is available.

Resolved: This incident has been resolved.

Monitoring: Access to the Snow Software portal has been restored. Our teams reverted to the last known good deployment state and have confirmed that the portal is now loading as expected. Some users may need to refresh their browser or clear cached data if they attempted to access the portal during the disruption.

We have monitored the service for an extended period to ensure continued stability and have completed all validations. This incident is now resolved.

Monitoring: Access to the Snow Software portal has been restored. Our teams have reverted to the last successful deployment state and confirmed that the portal is now loading as expected. Some users may need to refresh their browser or clear cached data if they attempted to access the portal during the disruption.

Identified: Our teams have confirmed that a recent change is linked to the access issue affecting the Snow Software portal. An update is currently being deployed to address this. Once the deployment completes, we will revalidate portal access and continue to monitor the situation closely.

We will provide the next update as soon as more information becomes available.

Investigating: Incident Description: We are currently investigating an issue affecting access to the Snow Software portal (https://www.snowsoftware.io/). Customers may experience the portal not loading as expected or becoming stuck on the sign-in screen.

Priority: P1

Restoration Activity: Our teams are actively investigating and working to identify the source of the disruption. We will continue to monitor the situation closely and share further updates as more information becomes available.

Resolved: This incident has been resolved.

Monitoring: Access to the Snow Software portal has been restored. Our teams reverted to the last known good deployment state and have confirmed that the portal is now loading as expected. Some users may need to refresh their browser or clear cached data if they attempted to access the portal during the disruption.

We have monitored the service for an extended period to ensure continued stability and have completed all validations. This incident is now resolved.

Monitoring: Access to the Snow Software portal has been restored. Our teams have reverted to the last successful deployment state and confirmed that the portal is now loading as expected. Some users may need to refresh their browser or clear cached data if they attempted to access the portal during the disruption.

Identified: Our teams have confirmed that a recent change is linked to the access issue affecting the Snow Software portal. An update is currently being deployed to address this. Once the deployment completes, we will revalidate portal access and continue to monitor the situation closely.

We will provide the next update as soon as more information becomes available.

Investigating: Incident Description: We are currently investigating an issue affecting access to the Snow Software portal (https://www.snowsoftware.io/). Customers may experience the portal not loading as expected or becoming stuck on the sign-in screen.

Priority: P1

Restoration Activity: Our teams are actively investigating and working to identify the source of the disruption. We will continue to monitor the situation closely and share further updates as more information becomes available.

Resolved: This incident has been resolved.

Monitoring: Access to the Snow Software portal has been restored. Our teams reverted to the last known good deployment state and have confirmed that the portal is now loading as expected. Some users may need to refresh their browser or clear cached data if they attempted to access the portal during the disruption.

We have monitored the service for an extended period to ensure continued stability and have completed all validations. This incident is now resolved.

Monitoring: Access to the Snow Software portal has been restored. Our teams have reverted to the last successful deployment state and confirmed that the portal is now loading as expected. Some users may need to refresh their browser or clear cached data if they attempted to access the portal during the disruption.

Identified: Our teams have confirmed that a recent change is linked to the access issue affecting the Snow Software portal. An update is currently being deployed to address this. Once the deployment completes, we will revalidate portal access and continue to monitor the situation closely.

We will provide the next update as soon as more information becomes available.

Investigating: Incident Description: We are currently investigating an issue affecting access to the Snow Software portal (https://www.snowsoftware.io/). Customers may experience the portal not loading as expected or becoming stuck on the sign-in screen.

Priority: P1

Restoration Activity: Our teams are actively investigating and working to identify the source of the disruption. We will continue to monitor the situation closely and share further updates as more information becomes available.

Resolved: This incident has been resolved.

Monitoring: Access to the Snow Software portal has been restored. Our teams reverted to the last known good deployment state and have confirmed that the portal is now loading as expected. Some users may need to refresh their browser or clear cached data if they attempted to access the portal during the disruption.

We have monitored the service for an extended period to ensure continued stability and have completed all validations. This incident is now resolved.

Monitoring: Access to the Snow Software portal has been restored. Our teams have reverted to the last successful deployment state and confirmed that the portal is now loading as expected. Some users may need to refresh their browser or clear cached data if they attempted to access the portal during the disruption.

Identified: Our teams have confirmed that a recent change is linked to the access issue affecting the Snow Software portal. An update is currently being deployed to address this. Once the deployment completes, we will revalidate portal access and continue to monitor the situation closely.

We will provide the next update as soon as more information becomes available.

Investigating: Incident Description: We are currently investigating an issue affecting access to the Snow Software portal (https://www.snowsoftware.io/). Customers may experience the portal not loading as expected or becoming stuck on the sign-in screen.

Priority: P1

Restoration Activity: Our teams are actively investigating and working to identify the source of the disruption. We will continue to monitor the situation closely and share further updates as more information becomes available.

Resolved: This incident has been resolved.

Monitoring: Access to the Snow Software portal has been restored. Our teams reverted to the last known good deployment state and have confirmed that the portal is now loading as expected. Some users may need to refresh their browser or clear cached data if they attempted to access the portal during the disruption.

We have monitored the service for an extended period to ensure continued stability and have completed all validations. This incident is now resolved.

Monitoring: Access to the Snow Software portal has been restored. Our teams have reverted to the last successful deployment state and confirmed that the portal is now loading as expected. Some users may need to refresh their browser or clear cached data if they attempted to access the portal during the disruption.

Identified: Our teams have confirmed that a recent change is linked to the access issue affecting the Snow Software portal. An update is currently being deployed to address this. Once the deployment completes, we will revalidate portal access and continue to monitor the situation closely.

We will provide the next update as soon as more information becomes available.

Investigating: Incident Description: We are currently investigating an issue affecting access to the Snow Software portal (https://www.snowsoftware.io/). Customers may experience the portal not loading as expected or becoming stuck on the sign-in screen.

Priority: P1

Restoration Activity: Our teams are actively investigating and working to identify the source of the disruption. We will continue to monitor the situation closely and share further updates as more information becomes available.