Flexera One - IT Asset Management - APAC - Service Unavailable

Incident Report for Flexera System Status Dashboard

Postmortem

Description: Flexera One - IT Asset Management - APAC - Service Unavailable

Timeframe: September 8, 2026, 11:01 AM PDT to September 8, 2026, 1:57 PM PDT

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Incident Summary

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On Tuesday, 8, 2026, at 11:01 AM PDT, Flexera identified an issue affecting the Flexera One IT Asset Management platform in the APAC region. During a scheduled upgrade to version 2026R1.3 in the Australia region, a database migration step encountered an issue and did not complete successfully within the planned maintenance window.

As a result, customers in the APAC region were unable to access Flexera One IT Asset Management services after the notified scheduled maintenance window had passed. Our technical teams evaluated rolling back the update but determined that a full rollback would have taken longer to complete. Teams instead prioritised identifying and implementing a targeted fix, which was expected to and did restore service faster than a full rollback, and closely monitored the environment throughout the remediation effort and closely monitored the environment throughout the remediation effort.

Following completion of the upgrade and subsequent post-deployment validation, service availability and platform stability were confirmed and the issue was declared as resolved at 1:57 PM PDT.

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Root Cause

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Database Migration Deadlock: During a scheduled upgrade to version 2026R1.3 , one of the required database migration steps for the scheduled upgrade encountered a deadlock condition, which prevented it from completing automatically and required manual intervention.

Contributing Factors:

Manual Remediation Delay: During the manual remediation of the migration step, an our teams encountered an error when process was initially applied, which extended the time needed to complete the corrective action.
Application Instance Recovery: Following correction of the migration step, a subset of application instances did not automatically return to a healthy state and required manual intervention to restore full functionality.

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Remediation Actions

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Migration Correction: Technical teams manually reran the affected database migration step using the correct process to resolve the deadlock condition.
Application Instance Recovery: The required application installation process was manually executed on the affected instances to restore them to a healthy operating state.
Post-Deployment Validation: Teams performed comprehensive validation to confirm service availability, functionality, and platform stability following the upgrade.
Continuous Monitoring: The environment was closely monitored throughout the remediation and validation process to ensure a stable recovery.

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Future Preventative Measures

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Automation Review: Flexera are investigating the cause for the automated application-recovery process to not trigger as expected during the upgrade and implement corrective measures to ensure it runs reliably in future releases.
Migration Process Hardening: The database migration procedure will be reviewed to reduce the likelihood of deadlock conditions during future upgrades and to streamline manual recovery steps where they remain necessary.

Posted Sep 22, 2026 - 22:20 PDT

Resolved

Post-deployment validation activities have concluded, and service availability and platform stability have been confirmed. Access to Flexera One IT Asset Management services in the APAC region has been fully restored.

Posted Sep 08, 2026 - 13:57 PDT

Monitoring

The upgrade to version 2026R1.3 has been successfully completed. Our technical teams are now performing post-deployment validation activities to verify service availability, functionality, and overall platform stability . We are closely monitoring the environment as these validation checks are completed and will provide a further update once validation has concluded.

Posted Sep 08, 2026 - 13:01 PDT

Identified

The issue has been identified and a fix has been implemented. The upgrade process has resumed and is currently progressing through the remaining deployment activities. Our technical teams are closely monitoring the environment to ensure the upgrade completes successfully and service availability is restored. Further updates will be provided as significant progress is made.

Posted Sep 08, 2026 - 12:44 PDT

Investigating

Incident Description: We are investigating an issue affecting Flexera One IT Asset Management in the APAC region. During a scheduled upgrade to version 2026R1.3 in the Australian Production environment, an issue was encountered that prevented the maintenance activity from being completed within the planned maintenance window. As a result, customers may be unable to access Flexera One IT Asset Management services in the APAC region.

Priority: P1

Restoration Activity: Our technical teams are actively investigating the issue and reviewing the upgrade activity within the affected environment. We are working to identify the cause of the issue and implement a resolution to restore service availability as quickly as possible. Further updates will be provided as more information becomes available.

Posted Sep 08, 2026 - 11:46 PDT

This incident affected: Flexera One - IT Asset Management - APAC (IT Asset Management - APAC Beacon Communication, IT Asset Management - APAC Inventory Upload, IT Asset Management - APAC Login Page, IT Asset Management - APAC Batch Processing System, IT Asset Management - APAC Business Reporting).