Flexera One - All regions - Missing Dashboards and Tabular View Reports

Incident Report for Flexera System Status Dashboard

Postmortem

Description: Flexera One - All regions - Missing Dashboards and Tabular View Reports

Timeframe: February 20, 2025, 7:02 AM PST to February 20, 2025, 5:30 AM PST

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Incident Summary

On February 19, 2026, at 7:02 AM PST, our teams identified an issue impacting capability provisioning and onboarding workflows within Flexera One.The issue affected a subset of customers across multiple regions and resulted in intermittent failures during capability updates and new organization creation initiated through Salesforce order management processes.

As a result, impacted customers would experience missing dashboards or unavailable functionality in the Flexera One interface. The issue affected only a subset of customers whose capabilities were being created or updated during the incident window. Customers with already active capabilities were not impacted. During the investigation, technical teams identified a defect within an internal onboarding component responsible for processing capability updates. A code fix addressing this issue was deployed across regions on February 23, 2026, which resolved the issue for North America and APAC environments.

Following this deployment, onboarding workflows in the EU region continued to experience intermittent failures. Further analysis revealed a separate, region-specific infrastructure issue in the EU environment that was preventing certain provisioning workflows from completing successfully.

Our technical teams implemented a configuration change to restore service connectivity in the EU environment. After deployment of this fix and completion of validation testing, services were confirmed to be operating normally across all regions. During the incident, Flexera teams also performed manual backend remediation for affected customers requiring urgent capability updates to restore access while permanent fixes were being implemented. All regions were confirmed healthy following completion of remediation and validation activities.

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Root Cause

Root Cause #1 – Defect in Capability Provisioning Logic (All Regions)

A defect in an internal backend component responsible for processing capability provisioning caused intermittent failures during onboarding and capability update workflows. The issue affected a service responsible for managing capability state updates triggered by Salesforce order events. When this defect was encountered, the provisioning workflow could fail before completing the capability update process, resulting in missing dashboards or inaccessible features for affected organizations.

Root Cause #2 – Network Connectivity Issue in EU Environment (EU Region Only)

A separate infrastructure issue existed within the EU environment where an IAM service cluster was unable to establish reliable connectivity with an internal audit service cluster. The communication path relied on a service configuration that experienced network communication errors. This prevented certain capability provisioning workflows from completing successfully within the EU region even after the initial code fix was deployed.

Contributing Factors:

The failures were intermittent, making the issue difficult to reproduce during early investigation.
Two independent issues occurred simultaneously, which extended the investigation timeline.
The EU infrastructure issue masked the effectiveness of the initial code fix until further regional validation was performed.

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Remediation Actions

Following actions were taken to restore the service to normalcy:

Code Fix Deployment: Corrected the defect in the capability provisioning logic used during onboarding workflows.
Infrastructure Configuration Update: Restored internal service connectivity in the EU environment.
Customer Remediation: Performed manual backend capability corrections for impacted customers requiring urgent access.
Service Validation: Conducted cross-region testing to verify onboarding and capability provisioning were functioning normally.

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Future Preventative Measures

To help prevent similar issues in the future, our teams are working on the following improvements:

Improved Capability Provisioning Validation: Introduce automated checks to detect provisioning failures earlier.
Enhanced Monitoring and Alerting: Expand monitoring coverage for onboarding and capability lifecycle workflows.
Infrastructure Connectivity Monitoring: Implement additional alerts for regional service communication failures.
Expand Testing: Increase automated testing coverage for capability lifecycle and onboarding workflows.

Posted Mar 10, 2026 - 07:08 PDT

Resolved

Our teams have successfully applied the fix across all regions. Following post-deployment validations, we have confirmed that services have been fully restored and are operating normally.

Posted Feb 24, 2026 - 05:44 PST

Update

Onboarding has been fully restored in NAM and APAC, with no known issues at this time. For the EU region, our teams have devised a fix, and deployment and validation activities are currently in progress. Our teams continue to work toward implementing a permanent resolution and will share further updates as progress is made.

Posted Feb 23, 2026 - 23:15 PST

Update

We continue investigating this issue and are implementing a targeted fix.

Customers with existing active capabilities are not expected to be impacted. A subset of customers performing capability updates or new organization onboarding may experience intermittent issues, including missing Dashboards within the Flexera One UI.

Our technical teams have identified a potential root cause and are currently validating a remediation approach while stabilization efforts continue across environments.

Work remains ongoing to restore full reliability of the automated onboarding process. We will provide further updates as progress continues.

Posted Feb 23, 2026 - 16:37 PST

Update

We are continuing to work on restoring full health to the capability update process.
Our immediate priority was to stabilize customers known to be impacted. This was achieved by manually correcting configurations to return those environments to a healthy state.
While our teams continue to make steady progress towards a more permanent solution, the automated onboarding process remains partially impacted.
We appreciate your patience and will provide further updates as progress continues.

Posted Feb 23, 2026 - 01:23 PST

Update

Our technical teams are progressing toward a permanent fix. Given the complexity of the defect, full resolution may take additional time. We will share further updates as progress continues. A temporary workaround is in place, with backend corrections applied manually where required.

Posted Feb 20, 2026 - 23:23 PST

Identified

Incident Description: We are currently investigating an issue in Flexera One impacting capability updates . The issue affects a subset of our customers across all regions intermittently. Affected customers may observe missing Dashboards in the Flexera One UI.
Customers whose capabilities are active and not expired are not affected.

Priority: P2

Restoration Activity: Our teams are actively investigating the issue, which has been identified as a defect. Our technical teams are actively working toward implementing a permanent resolution.
A temporary workaround is available. Where necessary, our teams can manually apply corrections in the backend.
For urgent requests, please raise an SQ (Service Request), and our support teams will prioritize assistance accordingly.

We will continue to provide updates as more information becomes available.

Posted Feb 20, 2026 - 08:59 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 - IT Asset Management - North America (IT Asset Management - US Business Reporting), Flexera One - IT Asset Management - Europe (IT Asset Management - EU Business Reporting), and Flexera One - IT Asset Management - APAC (IT Asset Management - APAC Business Reporting).