Flexera One – IT Visibility and Cloud License Management – All Regions – Dashboards Unavailable

Incident Report for Flexera System Status Dashboard

Postmortem

Description: Flexera One – IT Visibility – All Regions – Dashboards Unavailable

Timeframe: November 4, 2025, 12:40 PM PST to November 4, 2025, 3:18 PM PST

Incident Summary

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On Tuesday, November 4, 2025, at 12:40 PM PST, customers encountered an issue that impacted dashboards and reporting capabilities within Flexera One – IT Visibility (ITV) and Cloud License Management (CLM) across all regions. During this period, users were unable to access dashboards and reports.

In response, our technical teams promptly launched an investigation and identified that the outage stemmed from an internal service responsible for managing dashboard authentication. This service failed to recognize expired credentials and did not initiate the generation of new ones, leading to failures that hindered the loading of dashboards and reports.

To restore functionality, engineering teams manually triggered dataset refresh in the impacted areas. By 3:18 PM PST, the affected service was fully restored, and access to dashboards and reporting features was confirmed to be operating normally.

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Root Cause

The incident was caused by a failure in the system responsible for managing user access credentials for dashboard services. The system did not accurately detect when credentials had expired and did not generate replacements on time. As a result, expired credentials remained in use, preventing users from accessing dashboards and reports across all regions.

Further analysis showed that the issue stemmed from a timing misalignment in the credential storage and renewal process. This created a temporary gap in which no valid credentials were available, leading to authentication failures and a service interruption.

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Remediation Actions

· Technical teams identified and corrected the credential expiry detection issue within the authentication management service.

· Manual dataset refreshes were initiated to accelerate restoration of dashboard access:

· 2:18 PM PST: Manual dataset refresh triggered in the North America (NAM) region.

· 2:34 PM PST: Manual dataset refresh triggered in the Asia-Pacific (APAC) region.

· The authentication service was restarted and validated to ensure proper credentials renewal behavior. By 3:18 PM PST, dashboard and reporting access was fully restored across all impacted regions

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Future Preventative Measures

· Enhance Credentials Expiry Handling: Improve credentials expiry detection and renewal logic to prevent similar failures caused by caching or timing misalignment.

· Automated Credentials Renewal Monitoring: Review and improve monitoring and alerting for credentials lifecycle failures to enable rapid intervention.

· Code update and monitoring: Deploy the updated code and monitor closely during the next scheduled renewal to confirm sustained stability.

Posted Nov 19, 2025 - 21:23 PST

Resolved

All dashboards are now fully accessible across all regions, and our teams have confirmed normal operation.

The issue was caused by an internal service responsible for managing dashboard authentication not functioning as expected, which led to temporary loss of access across regions. The service has been corrected, and access has been fully restored.

A full retrospective will be conducted in the coming days to review the incident and implement long-term preventive measures.

Posted Nov 04, 2025 - 16:13 PST

Monitoring

Dashboards are now accessible in EU, and all regions (NAM, EU, and APAC) are restored. Our teams are monitoring the environment to ensure continued stability and will close this incident once verification is complete.

Posted Nov 04, 2025 - 15:24 PST

Identified

Dashboards in NAM and APAC are now stable and fully accessible following recovery efforts. Work continues to restore access in EU, where dashboards may remain unavailable. Our teams are monitoring progress closely and will provide another update once recovery in EU is confirmed.

Posted Nov 04, 2025 - 14:48 PST

Update

Analysis of the reporting components and data connections is ongoing to pinpoint the source of the disruption. Some improvement has been observed, though access remains limited in certain regions. Work toward full restoration continues, and we will provide further updates as more information becomes available.

Posted Nov 04, 2025 - 14:05 PST

Update

Our technical teams are performing detailed analysis of the reporting layer and related data connections to identify the cause of the disruption. We are actively working toward restoration and will provide further updates as progress continues.

Posted Nov 04, 2025 - 12:56 PST

Investigating

Incident Description: We are currently investigating an issue affecting Flexera One – IT Visibility (ITV) and Cloud License Management (CLM) dashboards. Customers across all regions may experience errors or inability to access dashboards and reports.

Priority: P1

Restoration Activity: Our technical teams are actively investigating the issue to determine the cause and restore functionality as soon as possible. Further updates will be provided as more information becomes available.

Posted Nov 04, 2025 - 12:49 PST

This incident affected: Flexera One - IT Visibility - North America (IT Visibility US), Flexera One - IT Visibility - Europe (IT Visibility EU), Flexera One - IT Visibility - APAC (IT Visibility - APAC), Flexera One - Cloud License Management - North America (Cloud License Management - US), Flexera One - Cloud License Management - Europe (Cloud License Management - EU), and Flexera One - Cloud License Management - APAC (Cloud License Management - APAC).