Description: Flexera One – IT Visibility – EU – Failure to Load Reports

Timeframe: July 22, 2026, 3:11 AM PDT – July 22, 2026, 11:04 PM PDT

Incident Summary

On July 22, 2026, at approximately 3:11 AM PDT, an issue began affecting IT Visibility reporting functionality in the Flexera One EU production environment. During the affected period, customers in the EU region experienced failures when attempting to load IT Visibility reports and dashboards, including Software Inventory, Hardware Inventory, Technology Intelligence (TI), Sustainability, and FinOps reporting views.

Technical teams began investigating after multiple customer reports were received regarding report loading failures across the EU region. Initial analysis confirmed the issue was limited to the EU production environment, while equivalent reporting functionality in other regions continued to operate normally.

The investigation determined that an authentication-related issue had occurred within the EU reporting environment. As a result, affected reports and dashboards were unable to retrieve the data required to load successfully, causing report loading failures for impacted customers.

Technical teams implemented corrective updates within the affected reporting environment and performed validation activities across impacted customer organizations. Following these actions, reports and dashboards resumed normal operation and customers were once again able to access reporting data successfully.

Following validation of affected customer environments and confirmation that reports were loading successfully, service functionality was restored and the incident was considered resolved. Technical teams continued monitoring following restoration to ensure ongoing service stability.

Root Cause

The incident was caused by an authentication-related issue within the EU reporting environment. This issue prevented affected reports and dashboards from successfully retrieving the data required to display results, resulting in report loading failures for impacted customers.

Remediation Actions

The following actions were taken during the incident response:

1. Regional Impact Assessment: Technical teams investigated customer reports and confirmed the issue was isolated to the EU production environment. Additional validation was performed across other regions to verify that reporting functionality remained operational outside the affected environment.
2. Authentication Failure Analysis: Technical teams reviewed report processing, authentication workflows, reporting workspaces, and recent platform changes to identify the source of the failures. The investigation determined that affected reports were unable to successfully authenticate when retrieving underlying data required for report rendering.
3. Restoration and Validation Activities: Technical teams applied updates across affected customer environments and reporting workspaces to restore successful report data retrieval. Following implementation, impacted customer organizations were validated to confirm reports and dashboards were loading successfully and displaying data as expected.
4. Post-Recovery Verification: Following restoration, additional monitoring and validation activities were conducted to verify continued report functionality, confirm successful recovery, and ensure service stability across the EU production environment.

Future Preventative Measures

The following follow-up actions were identified during the incident:

• Authentication Update Process Review: Technical teams are reviewing the authentication update process to understand why the update was not successfully applied across all affected reporting workspaces in the EU production environment and to identify improvements that will help prevent similar issues in future updates.