Critical incident

Flexera System Status Dashboard: Flexera One - EU - Access unavailable

Affected: IT Visibility EU, IT Asset Management - EU Login Page

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

Timeline

1. Sep 23, 2026, 10:05 UTC
   investigating
   Incident Description: We are currently investigating an issue affecting access to our services in the EU environment. Customers in the EU may experience issues accessing the service. Priority: P1 Restoration Activity: Our technical teams are actively investigating the issue as a priority and working to restore normal service as quickly as possible.
2. Sep 23, 2026, 10:24 UTC
   monitoring
   The services have been restored, and access is now functioning as expected. Our teams are closely monitoring the platform to ensure continued stability.
3. Sep 23, 2026, 11:43 UTC
   resolved
   Our teams have continued to monitor the platform and have observed no recurrence of the issue. This incident is now resolved. We will continue our investigation to determine the underlying root cause and identify appropriate corrective actions. Further details will be provided in the post-mortem report.
4. Oct 26, 2026, 10:40 UTC
   postmortem
   **Description:** Flexera One - EU - Access unavailable **Timeframe:** * September 24, 2026, 2:51 AM PDT to September 24, 2026, 3:18 AM PDT * September 25, 2026, 3:50 AM to September 25, 2026, 4:30 AM PDT ‌ **Incident Summary** ‌ On 24 September 2026 at 2:51 AM PDT, customers experienced login failures when attempting to access the Flexera One EU Production environment. Investigation confirmed degradation of the EU Identity and Access Management services, which prevented customers from accessing the platform. The investigation identified a significant increase in database connections associated with elevated traffic from a single organisation. Further analysis determined that repeated downstream requests generated by other services also contributed to the increased load on the authentication and access-control services. At 3:18 AM PDT, customer login functionality was restored without direct technical intervention, and the platform returned to normal operation. On 25 September 2026 at approximately 3:50 AM PDT, another increase in database connections was observed, associated with elevated traffic from the same organisation. The increased load continued for approximately 40 minutes. In response, autoscaling was enabled for the resource management service to increase capacity and improve platform stability.. ‌ **Root Cause** ‌ The incident was caused by an unexpected increase in traffic that placed excessive demand on the EU authentication services and associated database connections. The increased load affected the services responsible for processing authentication requests, resulting in customer login failures within the EU Production environment. Repeated requests from other services to the authentication and access-control services further contributed to the elevated load. In addition, automatic scaling was not enabled for the resource management service, limiting its ability to dynamically increase capacity in response to higher demand. Gaps in proactive monitoring and alerting also limited the ability to identify the degradation before customers experienced access failures. ‌ **Remediation Actions** ‌ Our teams performed the below actions to restore the services to normalcy: * The September 24 incident resolved without direct engineering intervention, and customer login functionality was restored at 3:18 AM PDT. * On 25 September, autoscaling was enabled for the resource management service to increase capacity in response to elevated demand. * The team continued monitoring database connections and service health to assess platform stability. ‌ **Future Preventative Measures** ‌ The following actions have been identified and are being worked on to reduce the likelihood of recurrence and improve service resilience: * Automatic scaling: Review autoscaling configuration for the resource management service across all production regions, to ensure capacity adjusts to changes in workload. * Database capacity management: Review database connection pool settings and ensure that service scaling remains within the database's available connection capacity. * Proactive monitoring and alerting: Review and introduce alerts for abnormal database connection growth, connection pool saturation, service latency, error rates, and resource utilization. * Traffic monitoring: Improve visibility into organization-level traffic patterns to identify unusual request spikes before they affect other customers. * Traffic management: Evaluate appropriate rate-limiting and throttling controls to prevent excessive traffic from a single organization from affecting platform-wide availability. * Load and capacity testing: Conduct load testing using traffic patterns representative of the incident to validate service performance and database capacity under elevated demand.

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