Major incident

Flexera System Status Dashboard: Flexera One IT Asset Management - App Portal Errors and API Request Failures

Affected: IT Asset Management - US Restful APIs, IT Asset Management - APAC Restful APIs, IT Asset Management - EU Restful APIs

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

Timeline

1. Sep 25, 2026, 23:18 UTC
   investigating
   Incident Description: We are investigating an issue affecting certain IT Asset Management integration and App Portal services across all regions. Customers using affected API-based integrations may experience authentication failures resulting in HTTP 401 Unauthorized errors, which may prevent requests from completing successfully. App Portal users may also encounter errors when submitting requests. Priority: P2 Restoration Activity: Our technical teams are actively investigating the issue and evaluating corrective actions. Investigation and validation activities are ongoing, and we are working to restore normal service functionality as quickly as possible. Further updates will be provided as more information becomes available.
2. Sep 26, 2026, 05:31 UTC
   identified
   The corrected hotfix is currently pending completion of the build process, which is taking longer than expected. Once the build is complete, our technical teams will proceed with UAT validation before moving forward with production deployment. The team is also working to confirm the deployment plan, ownership, and expected timeline. Further updates will be provided as these activities progress.
3. Sep 26, 2026, 12:30 UTC
   monitoring
   Our teams have successfully implemented a hotfix, and initial validation confirms that services are operating as expected. We are continuing to closely monitor the environment while awaiting confirmation from affected customers.
4. Sep 27, 2026, 05:39 UTC
   monitoring
   The APIs are operating as expected, and the previously observed errors are no longer being detected. The incident remains in monitoring while additional validation is completed and customer confirmation is obtained.
5. Sep 28, 2026, 17:14 UTC
   resolved
   Following remediation activities completed over the weekend, we continued to monitor the affected services to validate sustained stability and recovery. Customer validation has now been received confirming that App Portal functionality and API request processing are operating normally. Further investigation identified an issue affecting authentication processing within a service component, resulting in HTTP 401 Unauthorized errors for affected API requests and errors when submitting requests through App Portal. Our technical teams implemented corrective actions to address the issue and performed additional validation after identifying and resolving a separate issue encountered during the remediation process. Following remediation and extended monitoring, services have remained stable with no further issues observed. A full root cause analysis will be conducted, and a post-incident report will be shared detailing the root cause, remediation activities, and corrective actions identified as part of the investigation.
6. Oct 8, 2026, 11:25 UTC
   postmortem
   **Description:** Flexera One – IT Asset Management – All Regions – App Portal Errors and API Request Failures **Timeframe:** September 24, 2026, 12:12 PM PDT – September 26, 2026, 4:38 AM PDT **Incident Summary** Beginning September 24, 2026, at approximately 12:12 PM PDT, customers using API-based integrations with Flexera One IT Asset Management \(ITAM\) experienced authentication failures that returned HTTP 401 Unauthorized responses. App Portal users also encountered errors when submitting requests, and integrations such as App Broker and Business Adapter that rely on these APIs were affected. Impact was observed across the North America, Europe, and Asia-Pacific regions. Technical teams investigated and confirmed that the failures were not related to customer credentials or customer configuration. Application logs showed that the components required to authenticate these requests were failing to initialize. Further investigation determined that the behavior was introduced by a hotfix deployed as a preventative measure during the response to the earlier ITAM menu loading incident on September 24. Technical teams reproduced the behavior in testing, developed a corrective fix, and validated it. During deployment validation, a secondary component-loading issue was identified and addressed through an updated hotfix. Following deployment of the updated hotfix to Production, technical teams verified that API functionality was operating as expected, and service was restored on September 26 at approximately 4:38 AM PDT. The incident then moved to extended monitoring while customer confirmation was obtained, and confirmation was received on September 28. Following the restoration of service, isolated intermittent authentication failures were reported and investigated separately from the main incident. Technical teams identified additional connection-handling and environment-specific configuration conditions and deployed further hotfixes, which were validated through September 30. Continued monitoring and customer review through October 1 confirmed that the issue could no longer be reproduced and that no further occurrences had been observed. **Root Cause** The incident was caused by a defect in a hotfix that was deployed as a preventative measure during the response to the earlier ITAM menu loading incident on September 24. The hotfix removed a dependency from the application's authentication components and changed how the application reads the configuration it uses to connect to authentication services. The required settings were present in the deployed configuration. However, the application attempted to read them using a method that is not supported for configuration loaded at runtime. As a result, the components required for authentication could not be initialized, and requests that required authentication were rejected as unauthorized. This produced the API errors and App Portal request failures that customers experienced. The same behavior occurred in the pre-production validation environment when the hotfix was applied there. It was not identified before the hotfix reached Production because the affected APIs are not actively used in that environment, and specific error alerting was not yet in place for them. The initial fix addressed the primary configuration defect. During subsequent validation and monitoring, additional component-loading, connection-handling, and environment-specific configuration conditions were identified and required further hotfixes before sustained stability could be confirmed. **Remediation Actions** The following actions were taken during the incident response: 1. Incident Response Initiated: Technical teams began investigating after customers reported authentication failures and API errors. 2. Scope and Customer Configuration Assessed: Technical teams confirmed that the failures were not related to customer credentials or configuration, and confirmed that impact extended to

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