Platform Alerts
Incident Report for Anaplan
Postmortem

On November 10, 2022, at approximately 19:48 UTC, we identified an issue where certain customers on virtual private networks (a service that establishes a secure and private connection to the internet) from specific regions could not reach our website via one of our legacy domains.

Initial findings suggested this was related to an external network issue. We found a workaround so impacted customers could reach Anaplan again. We continued our investigation of the root cause, which we suspected was a routing issue (the process of selecting a path for traffic in a network or between or across multiple networks) from one of our vendors to the impacted domain.

We engaged with the vendor and conducted additional investigations. Restoration actions were completed, and on November 11, at approximately 17:42 UTC, standard service was restored.

To minimize the impact of a reoccurrence, we have redirected some of our website components to new URLs to mitigate the risks of this issue occurring again. We are also working with our vendor to provide us with root cause analysis and mitigation actions.

We deeply apologize for the impact this had on your business operations. We understand the disruption these issues can cause to your business and users, and we are continuously strengthening our systems and procedures to avoid similar issues from happening again in the future. If you have any further questions or concerns, please contact Anaplan Support. Thank you for your patience during this situation and thank you for being an Anaplan customer.

Posted Nov 17, 2022 - 18:45 UTC

Resolved
We have confirmed that the issue is now resolved. We deeply apologize for any impact this issue may have caused.We appreciate your patience and partnership as we worked through this issue. We will follow up within 7 business days with a detailed root cause analysis (RCA) that will be shared on our Status Page. If you have any questions, concerns, or continue to experience errors, please do not hesitate to contact us at Anaplan Support.
Posted Nov 11, 2022 - 17:42 UTC
Update
Anaplan is aware some customers are experiencing connection issues via VPN from certain locations, which we are actively investigating with our vendor. If this is happening to you, please continue to use the workaround provided. If you have any questions or concerns, please do not hesitate to contact Anaplan Support. We will provide a final update to you when we consider this situation fully resolved and the workaround is no longer required.
Posted Nov 11, 2022 - 12:27 UTC
Update
• Anaplan is aware some customers are experiencing connection issues via VPN from certain locations; we are actively investigating. If this is happening to you, please switch to an alternate VPN in another location and try accessing again.
• If you are having issues with SSO login, please have your Tenant Security Administrator update the IdP SAML configuration with these instructions:
• In the IdP, for Anaplan application: currently the ACS URL is https://sdp.anaplan.com/frontdoor/saml/ , if sdp.anaplan.com is still not accessible, you can change the ACS URL in the IDP to https://us1a.app.anaplan.com/frontdoor/saml/
• Notice that this is just a domain change.

If you are still experiencing issues or have any questions, please contact Anaplan Support.
Posted Nov 11, 2022 - 11:25 UTC
Update
Anaplan is aware some customers are experiencing connection issues via VPN from certain locations; we are still actively investigating. If this is happening to you, please continue to use the workaround. If you are still experiencing issues or have any questions, please contact Anaplan Support.
Posted Nov 11, 2022 - 10:41 UTC
Update
• Anaplan is aware some customers are experiencing connection issues via VPN from certain locations; we are actively investigating. If this is happening to you, please switch to an alternate VPN in another location and try accessing again.
• If you are having issues with SSO login, please have your Tenant Security Administrator update the IdP SAML configuration with these instructions:
• In the IdP, for Anaplan application: currently the ACS URL is https://sdp.anaplan.com/frontdoor/saml/ , if sdp.anaplan.com is still not accessible, you can change the ACS URL in the IDP to https://us1a.app.anaplan.com/frontdoor/saml/
• Notice that this is just a domain change.

If you are still experiencing issues or have any questions, please contact Anaplan Support.
Posted Nov 11, 2022 - 09:59 UTC
Update
• Anaplan is aware some customers are experiencing connection issues via VPN from certain locations; we are actively investigating. If this is happening to you, please switch to an alternate VPN in another location and try accessing again.
• If you are having issues with SSO login, please have your Tenant Security Administrator update the IdP SAML configuration with these instructions:
• In the IdP, for Anaplan application: currently the ACS URL is https://sdp.anaplan.com/frontdoor/saml/ , if sdp.anaplan.com is still not accessible, you can change the ACS URL in the IDP to https://us1a.app.anaplan.com/frontdoor/saml/
• Notice that this is just a domain change.

If you are still experiencing issues or have any questions, please contact Anaplan Support.
Posted Nov 11, 2022 - 09:23 UTC
Update
• Anaplan is aware some customers are experiencing connection issues via VPN from certain locations; we are actively investigating. If this is happening to you, please switch to an alternate VPN in another location and try accessing again.
• If you are having issues with SSO login, please have your Tenant Security Administrator update the IdP SAML configuration with these instructions:
• In the IdP, for Anaplan application: currently the ACS URL is https://sdp.anaplan.com/frontdoor/saml/ , if sdp.anaplan.com is still not accessible, you can change the ACS URL in the IDP to https://us1a.app.anaplan.com/frontdoor/saml/
• Notice that this is just a domain change.

If you are still experiencing issues or have any questions, please contact Anaplan Support.
Posted Nov 11, 2022 - 08:52 UTC
Update
• Anaplan is aware some customers are experiencing connection issues via VPN from certain locations; we are actively investigating. If this is happening to you, please switch to an alternate VPN in another location and try accessing again.
• If you are having issues with SSO login, please have your Tenant Security Administrator update the IdP SAML configuration with these instructions:
• In the IdP, for Anaplan application: currently the ACS URL is https://sdp.anaplan.com/frontdoor/saml/ , if sdp.anaplan.com is still not accessible, you can change the ACS URL in the IDP to https://us1a.app.anaplan.com/frontdoor/saml/
• Notice that this is just a domain change.

If you are still experiencing issues or have any questions, please contact Anaplan Support.
Posted Nov 11, 2022 - 08:19 UTC
Update
• Anaplan is aware some customers are experiencing connection issues via VPN from certain locations; we are actively investigating. If this is happening to you, please switch to an alternate VPN in another location and try accessing again.
• If you are having issues with SSO login, please have your Tenant Security Administrator update the IdP SAML configuration with these instructions:
• In the IdP, for Anaplan application: currently the ACS URL is https://sdp.anaplan.com/frontdoor/saml/ , if sdp.anaplan.com is still not accessible, you can change the ACS URL in the IDP to https://us1a.app.anaplan.com/frontdoor/saml/
• Notice that this is just a domain change.

If you are still experiencing issues or have any questions, please contact Anaplan Support.
Posted Nov 11, 2022 - 07:42 UTC
Identified
We have identified the likely cause of the issue, and we are currently working to provide a workaround for any customers impacted while we continue to investigate. We will provide further updates in 30 minutes. Thank you for your patience while we work through this issue.
Posted Nov 11, 2022 - 07:10 UTC
Update
We are continuing to investigate this issue. We will provide further updates in 30 minutes.
Posted Nov 11, 2022 - 06:22 UTC
Update
Thank you for your patience as we continue to investigate this issue.
We will continue to provide updates to you as we work to resolve this issue as quickly as possible.
If you have any questions or concerns, please do not hesitate to contact us at Anaplan Support.
Posted Nov 11, 2022 - 05:46 UTC
Update
We are continuing to investigate this issue. We will provide further updates in 30 minutes.
Posted Nov 11, 2022 - 05:03 UTC
Update
Once again, thank you for your patience as we continue to investigate this issue.
We will continue to provide updates to you as we work to resolve the issue.
If you have any questions or concerns, please do not hesitate to contact us at Anaplan Support.
Posted Nov 11, 2022 - 04:26 UTC
Update
We are continuing to investigate this issue. We will provide further updates in 30 minutes.
Posted Nov 11, 2022 - 03:40 UTC
Update
We are still investigating this issue. We will provide further updates in 30 minutes.
Posted Nov 11, 2022 - 03:04 UTC
Update
We truly appreciate your patience as we continue to investigate this issue.
We will continue to provide updates to you as we work to resolve this issue.
If you have any questions or concerns, please do not hesitate to contact us at Anaplan Support.
Posted Nov 11, 2022 - 02:33 UTC
Update
We are continuing to investigate this issue. We will provide further updates in 30 minutes.
Posted Nov 11, 2022 - 02:02 UTC
Update
Thank you for your patience as we continue to investigate this issue.
We will continue to provide updates to you as we work to resolve this issue as quickly as possible.
If you have any questions or concerns, please do not hesitate to contact us at Anaplan Support.
Posted Nov 11, 2022 - 01:29 UTC
Update
We are currently experiencing issues impacting some of our customers’ ability to access Anaplan under a variety of VPNs.
Our engineering team is working to identify the root cause and implement a solution.
We will continue to provide updates to you as we work to resolve this issue as quickly as possible.
Posted Nov 11, 2022 - 01:01 UTC
Investigating
We are investigating a potential issue impacting Anaplan Platform.
We will provide regular updates on this page until the issue is resolved.
Posted Nov 11, 2022 - 00:58 UTC
This incident affected: Anaplan Website.