Flexera One – IT Asset Management – North America – Beacon Communication Errors

Incident Report for Flexera System Status Dashboard

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

Service Recovery: Affected backend service components were restarted and refreshed to ensure they returned to a healthy working state.
Beacon Functionality Restored: Beacon download and upload operations were stabilized after restoring the backend services that support these requests.
Full Instance Refresh Performed: New healthy service instances were brought online, and older ones were retired to ensure consistent performance.
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.

Posted Nov 26, 2025 - 07:13 PST

Resolved

The issue has been fully resolved, and the environment remains stable. Multiple customers have confirmed that beacon operations are functioning normally. Technical teams identified that a portion of application instances were not starting properly and took corrective actions to restore traffic through healthy instances.

We will continue to review the automation process to address the behavior that led to this condition and to prevent recurrence. A full post-mortem report will be shared in the coming days.

Posted Nov 07, 2025 - 10:33 PST

Update

The platform remains stable, and beacon operations are functioning normally. Technical teams identified that some application instances were not starting properly and applied a fix to ensure traffic is routed only through healthy instances. The team also identified the underlying scenario that caused this behavior and is reviewing a permanent solution to prevent it from recurring. The environment remains stable, the issue has been mitigated, and no further problems have been observed. Teams will continue to monitor overnight to ensure normal operation before closing this out.

Posted Nov 06, 2025 - 18:12 PST

Update

Technical teams have completed backend recovery actions to address the intermittent download errors previously reported from some beacon services. The issue was traced to a subset of application instances that were in an unhealthy state. New instances are now online and performing as expected, and the platform continues to appear stable. Additional validation is underway to confirm full recovery.

Posted Nov 06, 2025 - 15:14 PST

Update

The platform remains stable, and most beacon operations have recovered. Uploads are processing as expected; however, some customers may still encounter intermittent errors when downloading data from some beacon services. Technical teams have taken targeted actions on the backend and are continuing to investigate these isolated reports to ensure full recovery.

Posted Nov 06, 2025 - 12:19 PST

Monitoring

The issue was traced to a post-maintenance configuration error where network access settings were not fully restored as expected, resulting in partial connectivity loss for some beacon endpoints. The configuration has since been corrected, and connectivity has been restored. We are now observing increased beacon traffic. Additional validation is underway to confirm full recovery.

Posted Nov 06, 2025 - 11:00 PST

Investigating

Incident Description: We are investigating an issue impacting beacon connectivity in the North America region. Some customers may experience intermittent errors when attempting to upload or download data through beacon endpoints, including messages indicating “Service Unavailable.”

Priority: P2

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

We will provide further updates as more information becomes available.

Posted Nov 06, 2025 - 09:52 PST

This incident affected: Flexera One - IT Asset Management - North America (IT Asset Management - US Beacon Communication, IT Asset Management - US Inventory Upload).