Description: Flexera One – North America – Access Disruption
Timeframe: December 9, 2025, 1:44 PM PST to December 9, 2025, 2:08 PM PST
Incident Summary
On Tuesday, December 9, 2025, at 1:44 PM PST, our teams detected an issue affecting a subset of customers in the North America (NA) region, which prevented successful access to the Flexera One platform. During the impact window, affected users encountered error pages when attempting to load the application, and certain Identity and Access Management-related calls returned internal server errors.
The issue was promptly identified and investigated by the technical teams. The incident was traced to an unexpected surge in traffic that exceeded available capacity, causing multiple services to become overloaded and unresponsive.
Our teams increased the capacity to restore the services. The platform returned to normal operation at 2:08 PM PST, and no residual customer impact was observed following recovery. Continued monitoring confirmed sustained platform stability.
Root Cause
The issue was caused by a failure within a service component that impacted authorization functionality. This failure was triggered by an unexpectedly high surge in traffic at the gateway responsible for managing and routing incoming service requests. The traffic volume exceeded previously observed and planned capacity thresholds, resulting in resource exhaustion at the entry point and a subsequent impact on downstream authentication services.
Service functionality was restored automatically once additional infrastructure capacity was provisioned, allowing new instances of the authorization service to be brought online on healthy resources.
Remediation Actions
· Issue Identification: The teams identified elevated traffic as the primary contributor to the service disruption.
· Capacity Increase: The technical teams ensured that additional capacity was made available to support the affected service.
· Service Recovery: Confirmed that new instances of the affected service were successfully running on healthy resources.
· Validation of Access: Validated successful authentication flows and confirmed that customer access to Flexera One was restored.
· Post-Recovery Monitoring: Continued heightened monitoring during and after restoration to ensure platform stability.
Future Preventative Measures
· Capacity Expansion: The maximum supported traffic capacity has been permanently increased to a level significantly above the peak load observed during the incident, providing additional headroom to safely accommodate future traffic surges.
· Service Resiliency Enhancements: Development efforts are already ongoing to improve the resiliency and operational behavior of the service.
· Enhanced Monitoring and Alerting: Enhance monitoring and alerting for infrastructure availability impacting authentication and access services.