Major incident

Flexera System Status Dashboard: Snow Atlas - Australia - Few SAM core pages are not loading

Affected: Snow Atlas - Australia, Snow Atlas API - Australia

Current status of Flexera System Status Dashboard: Operational — live Flexera System Status Dashboard status

Timeline

1. Jun 12, 2026, 01:38 UTC
   investigating
   Incident Description: We are investigating an issue affecting a small subset of customers in the Australia production environment using Snow Atlas. Affected users may be unable to access certain Snow Atlas pages, including the Home page and SAM Core Overview page. Priority: P2 Restoration Activity: Technical teams have engaged and are actively investigating the issue. Current analysis confirms the impact is limited to a small subset of customers in the Australia region. We are closely monitoring the environment and will provide further updates as additional information becomes available.
2. Jun 12, 2026, 06:24 UTC
   resolved
   Our teams identified an issue affecting the database server and performed a restart, which successfully restored service. We will continue to investigate the underlying root cause to determine what led to the issue and identify any necessary preventative measures. Additional details and findings will be shared in a post-mortem report.
3. Jun 12, 2026, 14:38 UTC
   postmortem
   **Description:** Snow Atlas - Australia - Few SAM core pages are down **Timeframe:** June 11, 2026, 05:44 PM PDT to June 11, 2026, 11:22 PM PDT ‌ **Incident Summary** ‌ On June 11, 2026, a small subset of customers in the Australia production environment began experiencing issues accessing Snow Atlas SAM Core functionality. Affected users encountered HTTP 500 errors, application page failures, or pages that remained in a continuous loading state. The impact was limited to SAM Core functionality, while SaaS Manager remained fully operational. Technical teams immediately initiated an investigation and determined that the issue was isolated to the affected tenant environments. The investigation identified that a critical database service required to support SAM Core operations was not running following routine infrastructure maintenance. As a result, several backend processes required by the application were unavailable, leading to the observed customer impact. Our teams restored the affected database service across all impacted environments, after which normal application functionality resumed. Validation confirmed that service had been restored for all affected customers, and the environment remained stable throughout the monitoring period. ‌ **Root Cause** ‌ The issue was caused by a configuration that had been introduced during a previous migration between Australia regions. The configuration was intended to support the migration process temporarily but was not reverted once the migration had been completed. Although the configuration had no immediate operational impact, it affected the behavior of a critical database service during a routine infrastructure maintenance activity on June 11. When infrastructure components were restarted as part of planned maintenance, the database service did not automatically recover in the affected environments. This prevented several backend processes supporting SAM Core functionality from operating correctly, resulting in application errors for affected customers. Contributing Factors * A temporary migration configuration remained in place after the migration had been completed. * Routine infrastructure maintenance exposed the latent configuration issue. * A critical database service did not automatically recover following the infrastructure restart. * Existing monitoring did not immediately detect the service recovery failure, delaying identification of the issue. ‌ **Remediation Actions** ‌ * Technical teams identified the affected database service and restored normal service operation across all impacted environments. * Customer functionality was validated following recovery to confirm that affected SAM Core pages were operating normally. * The temporary migration configuration has been corrected to prevent recurrence. * The environment was monitored following restoration to confirm continued platform stability. ‌ **Future Preventative Measures** ‌ * Improved Configuration Governance - Migration-related configuration changes will be subject to enhanced post-migration validation to ensure temporary settings are removed once migration activities have been completed. * Enhanced Service Monitoring - Monitoring and alerting will be reviewed to provide earlier detection of failures affecting critical backend services required for customer-facing functionality. * Operational Process Improvements - Migration and maintenance procedures will be updated to incorporate the lessons learned from this issue, reducing the likelihood of similar issues occurring in future maintenance activities.

Updates as published by Flexera System Status Dashboard (original).