Product History

Revit Cloud Worksharing / Cloud Models

Incident Report for Autodesk Health Dashboard

Postmortem

AUTODESK EVENT ANALYSIS
Incident Number: #coe-inc116040-rcm
Incident Date: March 2, 2025

Summary

On March 3, 2025, at 4:35 AM GMT until March 3, 2025, at 11:12 AM GMT, Autodesk Revit Cloud Worksharing / Cloud Models was unavailable in the US, European Union, and Australia regions. During this time, many customers were unable to browse, open, and publish Revit Cloud Models. Some customers may have also experienced errors with other worksharing operations.

Impacted Services

Revit Cloud Worksharing / Cloud Models
Revit Cloud Worksharing / Cloud Models (European Union)
Revit Cloud Worksharing / Cloud Models (Australia)

Root Cause

A planned Active Directory migration culminated in the designed decommissioning of two of Autodesk’s internal Domain Name (DNS) servers.
Revit Cloud Worksharing / Cloud Models were dependent on this infrastructure and were unable to function correctly once hostname resolution was no longer possible.

Autodesk Actions
Autodesk has completed a post-incident analysis of the event and identified actions to be taken. These include the following:

Eliminating Revit Cloud Worksharing / Cloud Models dependency on Autodesk’s DNS servers, thereby removing them as a potential point of failure.
Updating troubleshooting and recovery playbooks to reflect our learnings from this event.
Implementing process controls and safeguards to reduce the risk of disruption following IT infrastructure changes.

Thank you for your patience and understanding.

Posted 3 months ago. Mar 10, 2025 - 1:33 AM GMT

Resolved

The issue has been resolved. Thank you for your patience and understanding as we worked to resolve this issue.

Posted 3 months ago. Mar 3, 2025 - 11:44 AM GMT

Monitoring

We have implemented a solution to resolve the issue where customers are unable to access and browse Revit Cloud Worksharing/Cloud Models, and our team is currently monitoring the situation. We will provide an update within 60 minutes or sooner if we have more information to share.

Posted 3 months ago. Mar 3, 2025 - 10:24 AM GMT

Identified

We have identified the cause of the issue where customers are unable to access and browse Revit Cloud Worksharing / Cloud Models. Our team is actively working on resolving this as quickly as possible. We will provide an update within 60 minutes or sooner if we have more information to share.

Posted 3 months ago. Mar 3, 2025 - 9:24 AM GMT

Update

We are continuing to investigate an issue where customers are unable to access and browse Revit Cloud Worksharing / Cloud Models. We will provide an update within 60 minutes or sooner if we have more information to share.

Posted 3 months ago. Mar 3, 2025 - 8:22 AM GMT

Update

We are continuing to investigate an issue where customers are unable to access and browse Revit Cloud Worksharing / Cloud Models in the US region. We will provide an update within 60 minutes or sooner if we have more information to share.

Posted 3 months ago. Mar 3, 2025 - 8:04 AM GMT

Update

We are continuing to investigate an issue where customers are experiencing issues accessing and browsing Revit Cloud Worksharing / Cloud Models in the US region. We will provide an update within 60 minutes or sooner if we have more information to share.

Posted 3 months ago. Mar 3, 2025 - 6:52 AM GMT

Investigating

We are investigating an issue where customers are experiencing issues accessing and browsing Revit Cloud Worksharing / Cloud Models in the US region. We are actively looking into this and we will provide an update within 60 minutes or sooner if we have more information to share.

Posted 3 months ago. Mar 3, 2025 - 5:47 AM GMT

This incident affected: Revit Cloud Worksharing / Cloud Models, Revit Cloud Worksharing / Cloud Models (Australia), and Revit Cloud Worksharing / Cloud Models (European Union).

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