Major incident

Anaplan: Platform Alerts

Affected: us2: Data Center - US West

Current status of Anaplan: Operational — live Anaplan status

Timeline

1. Oct 7, 2026, 15:42 UTC
   investigating
   We are currently investigating an issue resulting in intermittent errors when attempting to load models. We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
2. Oct 7, 2026, 15:58 UTC
   identified
   We have identified the likely cause of the issue, and we are focused right now on restoring service as quickly as possible. Currently, we do not yet have a time to resolution. We will provide further updates in 30 minutes or upon resolution.
3. Oct 7, 2026, 16:28 UTC
   identified
   We have identified the probable cause of the incident and are actively working to restore service as quickly as possible. A resolution time is not yet available. We will issue a further update within 30 minutes, or immediately upon resolution.
4. Oct 7, 2026, 16:59 UTC
   identified
   We are continuing to investigate this incident and are currently working through multiple lines of recovery steps to restore service as quickly as possible. Our engineering team is actively engaged and prioritizing a full restoration. We will provide our next update within 30 minutes, or sooner if we have significant progress to share. We appreciate your patience and apologize for any inconvenience this may be causing.
5. Oct 7, 2026, 17:32 UTC
   identified
   We have made some changes and are seeing positive progress. While the issue is not yet fully resolved, the volume of errors has reduced significantly. Our engineering team continues to work through recovery steps to achieve a full restoration. We will provide our next update within 30 minutes, or sooner if we have significant progress to share. We appreciate your patience and apologize for any inconvenience this may be causing.
6. Oct 7, 2026, 17:46 UTC
   monitoring
   Service has now been restored; you should now be able to resume normal activities. We will continue to monitor the platform to ensure no additional issues arise. If you have any questions, concerns, or continue to experience issues, please do not hesitate to contact Anaplan Support. We will provide a final update to you when we consider this situation fully resolved.
7. Oct 7, 2026, 18:02 UTC
   resolved
   We have confirmed that the issue is now resolved. We deeply apologize for any impact this issue may have caused. We appreciate your patience and partnership as we worked through this issue. We will follow up within 7 business days with a detailed root cause analysis (RCA) that will be shared on our Status Page. If you have any question or concerns, please do not hesitate to contact us at Anaplan Support.
8. Oct 16, 2026, 18:22 UTC
   postmortem
   Between 14:41 UTC and 17:47 UTC on Wednesday, 7 October 2026, customers attempting to access models in us2: Data Center - US West may have experienced intermittent loading delays, network errors, and HTTP 500 errors. **Root Cause** The incident was triggered by an automated maintenance update that resulted in an unexpected network interface reset on an infrastructure host. When the network interface initialized, an unexpected software behavior prevented network traffic from routing normally. While the network interfaces reported a healthy link state to monitoring systems, the driver ceased forwarding network traffic. This silent failure disabled the virtual machines hosted on that server, including primary regional DNS caching and authentication services. The loss of these primary routing services increased traffic on remaining servers, causing intermittent platform delays and timeouts. Remediation was further slowed because restoring the impacted systems relied on internal services that were temporarily unavailable. **Recovery** To mitigate customer impact and restore platform stability, we immediately mobilized our teams to isolate the source of the network degradation and protect active user sessions. We began by safely redirecting active customer workloads away from the affected infrastructure. In parallel, we implemented emergency traffic rerouting configurations across the platform to bypass impaired network components and route requests strictly through healthy routing systems. Once traffic pathways were stabilized, we safely relocated the primary network routing services to an alternative, healthy infrastructure. This successfully re-established normal network communication, bringing query response times and system error rates back to baseline levels at 17:17 UTC. Following the migration, we closely monitored platform traffic, validated model responsiveness, and confirmed that cross-region data imports were completing successfully. Full service was restored by 17:47 UTC. **Corrective & Preventative Actions** To prevent a recurrence and improve platform resilience, we are implementing the following corrective actions: * To address the trigger for this incident, we have permanently removed the automated update feature that caused the network interface reset. * We are rolling out an operating system upgrade across infrastructure hosts to permanently resolve the software defect that caused the driver to cease forwarding network traffic despite reporting a healthy link state. * We are increasing routing capacity and moving key network systems to standalone infrastructure. This will ensure that network routing remains fully independent and resilient during platform events. We apologize for any impact this issue may have had on your business operations. We are continuously strengthening our systems and procedures to ensure we avoid future disruptions to your business and users. If you have further questions or concerns, please visit our [Support](https://support.anaplan.com/) website. We appreciate your patience during this incident and value the trust you place in Anaplan.

Updates as published by Anaplan (original).