Flexera Community - Customers may have issues when accessing case portal.
Incident Report for Flexera System Status Dashboard
Postmortem

Description: Flexera Community – Customers had issues when accessing case portal
Timeframe: September 27th 9:21 am PDT to September 27th 7:04 pm PDT

Incident Summary

On the 27th of September, some of the customers reported that they were unable to access case portal through Flexera Community.

Technical staff were engaged to investigate the problem. During the investigation technical staff identified that the backend system integrated with Flexera Community had experienced outage for a brief period. This interrupted the data replication activity between Flexera Community and backend system which resulted in few of the customers unable to access the case portal.

Technical staff coordinated with the concerned vendor staffs to restore the services of the backend system and manually initiated the data replication process.

At 5:15 pm PDT the data replication activity was completed, and technical staff confirmed that the case portal was now accessible to all customers.

After monitoring the system, technical staff confirmed the services to be functioning normally and the issue was declared resolved at 7:04 pm PDT.

Root Cause

After a thorough investigation, it was discovered that the backend system integrated with Flexera Community had experienced outage for a brief period. This interrupted the data replication activity between Flexera community and backend system which resulted in few of the customers unable to access the case portal.

Corrective Action

• Business systems staffs have engaged with the vendor staffs to subscribe to their notification systems to receive early information on possible outages.
• Process document has been updated to include steps to prevent data replications during future outages when notified.

Posted Dec 16, 2021 - 16:57 PST

Resolved
This incident has been resolved.
Posted Sep 27, 2021 - 19:04 PDT
Monitoring
We believe this issue is now resolved. If you are unable to access the case portal, please sign out and sign back into the community - if issues persist, please clear your cookies and cache.
Posted Sep 27, 2021 - 17:15 PDT
Investigating
Incident Description:
Some of the customers may have issues when accessing case portal on Flexera Community.

Priority: 2

Restoration activity:
Technical teams have been engaged and are currently investigating.
Posted Sep 27, 2021 - 10:21 PDT
This incident affected: Flexera Community.