Flexera One – APAC – Login Access Disruption

Incident Report for Flexera System Status Dashboard

Postmortem

Description: Flexera One – APAC – Login Issue

Timeframe: February 24, 2026, 07:33 AM PST to February 24, 2026, 10:50 PM PST

‌

Incident Summary

‌

On Tuesday, February 24, 2026, at 07:33 AM PST , our teams identified login failures affecting customers attempting to access Flexera One in the APAC region. The affected users encountered authentication errors during login, preventing access to the platform and associated workflows.

Initial investigation confirmed that the core authentication infrastructure and identity services were operating as expected. Further analysis isolated the issue to the API gateway layer, where requests were failing due to connection issues affecting specific backend services. As a result, authentication calls and dependent APIs returned errors when routed through the gateway.

Our technical teams reviewed the gateway routing configuration and discovered that the affected APAC services were using a specialized gateway path configured with a non-standard port. Traffic using this configuration encountered handshake failures at the gateway layer. To restore service, configuration updates were applied to the API gateway, and the impacted service endpoints were migrated to standard HTTPS communication over the recommended port. After the updated routing configuration was deployed and validated, authentication requests and dependent APIs returned to normal operation. Login access to Flexera One was fully restored, and the incident was closed following confirmation of platform stability.

‌

Root Cause

‌

The incident was caused by a gateway routing configuration that failed to properly handle secure service communication for certain APAC endpoints.

Some APAC services were configured to communicate through the API gateway using a non-standard port. Requests routed through this configuration experienced handshake failures within the gateway layer, which prevented authentication-related API calls from completing successfully. As a result, login attempts and certain backend service calls failed.

Contributing Factors

Non-Standard Port Dependency - Certain APAC services relied on communication through a non-standard gateway port, which introduced additional complexity and region-specific failure conditions.
Regional Gateway Configuration Differences - Gateway routing behavior and configurations differed slightly across regions, making the issue isolated to APAC and increasing diagnostic complexity.
Gateway-Only Failure Condition - The issue occurred only when requests were routed through the API gateway, while direct service communication remained healthy, which initially complicated root cause isolation.

‌

Remediation Actions

‌

The following remediation steps were implemented to restore service functionality:

Gateway Configuration Updates - Updated API gateway routing and mapping configurations within the APAC environment.
Endpoint Migration to Standard HTTPS - Migrated affected services from the non-standard port configuration to standard HTTPS communication over the designated port .
End-to-End Service Validation - Performed validation of authentication flows and dependent API services to ensure normal operation following configuration changes.
Post-Deployment Stability Monitoring - Monitored system behavior and login activity to confirm platform stability after the remediation was deployed.

‌

Future Preventative Measures

‌

Regional Configuration Standardization - Standardize API gateway routing and service communication patterns across all regions.
Reduction of Non-Standard Port Usage - Review and eliminate dependencies on non-standard service communication ports where possible.
Improved Gateway Observability - Enhance monitoring and alerting for gateway-level handshake failures and routing issues.
Post-Incident Retrospective Review - Conduct a retrospective review of the incident to identify additional improvements in platform reliability and operational processes.

Posted Mar 16, 2026 - 03:03 PDT

Resolved

We have successfully implemented corrective measures to address the service disruption impacting customers in the APAC region. As part of the resolution, our teams made configuration changes to ensure proper upstream service accessibility.

Post-validation confirms that services have returned to normal operation.

We will conduct a detailed retrospective analysis to determine the underlying root cause. A comprehensive post-mortem report outlining our findings and preventive actions will be shared once the review is complete.

Posted Feb 24, 2026 - 22:53 PST

Update

Our technical teams continue to investigate the issue impacting certain backend services in the APAC region. Customers may still encounter intermittent errors while navigating the platform, loading custom reports or dashboards, or accessing specific functionality.

Investigation and stabilization efforts remain actively in progress as we work toward full service restoration. We will continue to provide updates as additional progress is made.

Posted Feb 24, 2026 - 21:30 PST

Update

Service access has been restored for customers accessing the Flexera One platform in the APAC region.

We are continuing to investigate an issue affecting certain backend services. Customers may still experience intermittent errors when navigating within the platform, loading reports or dashboards, or accessing some functionality.

We remain actively engaged and are working toward full restoration. Further updates will be provided as progress continues.

Posted Feb 24, 2026 - 16:35 PST

Monitoring

Remediation activities for the login access issue affecting Flexera One in the APAC region have been implemented, and service recovery has been observed. Customers may now be able to access the Flexera One UI.

Some functionality may continue to experience intermittent errors while final stabilization and validation activities continue across affected services.

Our technical teams remain engaged and are monitoring the environment closely. Further updates will be provided as restoration efforts progress.

Posted Feb 24, 2026 - 13:40 PST

Update

Our technical teams continue investigating the login access issue affecting Flexera One in the APAC region.

Ongoing analysis has identified service communication issues impacting requests required for successful login. Configuration adjustments have been applied, and validation activities are currently in progress as teams work toward restoring consistent access.

Some service responses have begun recovering; however, customers may still experience intermittent login errors while stabilization efforts continue.

We remain actively engaged in remediation and monitoring service health closely. Further updates will be provided as progress continues.

Posted Feb 24, 2026 - 12:48 PST

Update

Our technical teams continue to investigate the login access issue affecting Flexera One in the APAC region. Diagnostic and stabilization activities remain ongoing as teams work to identify the underlying cause and restore normal access.

We are closely monitoring service health and will provide further updates as soon as additional information becomes available.

Posted Feb 24, 2026 - 11:09 PST

Update

Our technical teams continue investigating the login access issue affecting Flexera One in the APAC region. Ongoing analysis has identified service request failures impacting the login process, and additional diagnostic measures have been enabled to assist with remediation efforts.

Investigation and stabilization activities remain in progress as teams work to restore normal access. We continue to monitor service health closely and will provide further updates as additional progress is made.

Posted Feb 24, 2026 - 08:08 PST

Investigating

Incident Description: We have identified an issue affecting login access to Flexera One in the APAC region. Customers may receive errors when attempting to log in to Flexera One.

Priority: P1

Restoration Activity: Our technical teams are actively investigating the issue and working to implement corrective actions to restore normal login functionality. Investigation and stabilization efforts remain ongoing.

We will continue to monitor the situation closely and provide further updates as progress continues.

Posted Feb 24, 2026 - 07:33 PST

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, IT Asset Management - APAC SaaS Manager), Flexera One – APIs – APAC (api.flexera.au), Flexera One - IT Visibility - APAC (IT Visibility - APAC), Flexera One - Cloud Management - APAC (Cloud Cost Optimization - APAC), and Flexera One - Cloud License Management - APAC (Cloud License Management - APAC).