Description: Flexera One – SaaS Manager – EU – Error Accessing Managed SaaS Applications

Timeframe: October 31st, 7:04 AM to October 31st, 11:52 AM PDT

Incident Summary:

On October 31st, at 7:04 AM PDT, the technical staff was notified that the Managed SaaS Applications were inaccessible in the EU. This was declared to be a major incident, and additional SMEs were engaged to assist with the investigation.

Upon further investigation, at 10:12 AM PDT, technical staff found that requests to one of the network interface target IP addresses were unsuccessful. At 10:29 AM PDT, the IP address was de-registered from the API gateway's target group, following which the subsequent requests were successful.

At 11:52 AM PDT, the IP address was re-registered to the target group. Staff monitored the environment for the next hour and did not observe any further errors in the logs, and the application continued to operate normally. After additional health checks, the incident was declared resolved.

Root Cause:

The root cause has been identified to be the misconfiguration of one of the subnets in the network which may lead to dropped requests

Corrective Action:

1. The impacted IP was de-registered and re-registered to remediate the issue
2. We have engaged our network team and additional SMEs to review the existing network configuration and reconfigure it as needed