Postmortem
AUTODESK EVENT ANALYSIS
Incident Number: #COE-INC108834
Incident Date: May 16, 2024
Summary
On May 16, 2024 between 10:45 PM GMT and 11:58 PM GMT, Autodesk experienced a service disruption that may have impacted customers' ability to sign into Autodesk products and services in all regions.
Impacted Services
- Autodesk products and services that use the Autodesk Identity service to authenticate were experiencing intermittent authentication failures when customers tried to sign in.
- Autodesk products and services that use the Autodesk Platform Services were experiencing connectivity issues when customers tried to authenticate or upload files.
Root Cause
- A third-party service provider's maintenance event inadvertently resulted in network connectivity issues for their API service that Autodesk uses for product and service authentication.
- The third-party service provider identified the issue, paused the maintenance event, and returned the network to an operational state.
Autodesk Actions
Autodesk has completed a post-incident analysis of the event and identified actions to be taken. These include the following:
- Work with our third-party service provider to ensure they implement testing and validation processes for their maintenance operations to prevent a reoccurrence.
- Improve our monitoring and alert systems across all environments to expedite incident detection in the future.
Thank you for your patience and understanding.
Posted a year ago. Jun 4, 2024 - 11:37 PM GMT
Resolved
All services have returned to normal operation. Thank you for your patience and understanding as we worked to resolve this issue.
Posted a year ago. May 17, 2024 - 1:24 AM GMT
Update
We have identified the cause of the service disruption affecting multiple Autodesk Products and Services. All Autodesk users are seeing intermittent authentication failures. 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 a year ago. May 17, 2024 - 12:47 AM GMT
Update
We have identified the cause of the service disruption affecting multiple Autodesk Products and Services. All Autodesk users are seeing intermittent authentication failures. 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 a year ago. May 17, 2024 - 12:46 AM GMT
Identified
We have identified the cause of the service disruption affecting multiple Autodesk Products and Services. All Autodesk users are seeing intermittent authentication failures. 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 a year ago. May 17, 2024 - 12:07 AM GMT
Update
We are investigating a service disruption caused by a third-party service provider that is affecting multiple Autodesk Products and Services. 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 a year ago. May 16, 2024 - 11:53 PM GMT
Investigating
We are investigating a service disruption caused by a third-party service provider that is affecting multiple Autodesk Products and Services. 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 a year ago. May 16, 2024 - 11:48 PM GMT
This incident affected: A360, A360 Mobile, AutoCAD Online Services, AutoCAD Web, Autodesk App Store, Autodesk Drive, Autodesk Insight, Autodesk Tandem™, CER v2 Services, CFD Cloud Service, Character Generator, Civil 3D Online Services, Cloud Rendering, Collaboration for AutoCAD Plant 3D, Collaboration for AutoCAD Plant 3D (Australia), Collaboration for AutoCAD Plant 3D (European Union), Digital Workplace, Dynamo Machine Learning, Dynamo Package Manager, Factory Design Warehouse, FormIt, Fusion, Fusion Online, Fusion Manage, Fusion Mobile, Fusion Operations, Fusion Team, Generative Design, Informed Design for Inventor, Informed Design for Revit, Informed Design Web App, InfraWorks, Instructables, Library.io, Identity, Licensing & Entitlement, My Profile and Settings, Plant Collaboration Services (based on BIM 360 Team), ReCap Services, Revit Cloud Model Upgrade, Revit Cloud Worksharing / Cloud Models, Revit Cloud Worksharing / Cloud Models (Australia), Revit Cloud Worksharing / Cloud Models (European Union), Tinkercad, Upchain, Vault Gateway, BIM 360 (BIM 360 Account Administration, BIM 360 Account Administration (European Union), BIM 360 Cost Management, BIM 360 Cost Management (European Union), BIM 360 Design Collaboration, BIM 360 Design Collaboration (European Union), BIM 360 Docs, BIM 360 Docs (European Union), BIM 360 Field, BIM 360 Field (European Union), BIM 360 Field Management, BIM 360 Field Management (European Union), BIM 360 Glue, BIM 360 Glue (European Union), BIM 360 Insight, BIM 360 Insight (European Union), BIM 360 Model Coordination, BIM 360 Model Coordination (European Union), BIM 360 Ops, BIM 360 Plan, BIM 360 Project Home, BIM 360 Project Home (European Union), BIM 360 Project Management, BIM 360 Project Management (European Union), BIM 360 Reports, BIM 360 Reports (European Union), BIM 360 Team Mobile), Autodesk Construction Cloud Platform (ACC Admin Console, ACC Admin Console (Australia), ACC Admin Console (European Union), ACC AutoSpecs, ACC Cost Management, ACC Cost Management (Australia), ACC Cost Management (European Union), ACC Insight (Australia), ACC My Home, ACC My Home (Australia), ACC My Home (European Union), ACC Reports, ACC Reports (Australia), ACC Reports (European Union), ACC Specifications, Autodesk BIM Collaborate, Autodesk BIM Collaborate (Australia), Autodesk BIM Collaborate (European Union), Autodesk Build, Autodesk Build (Australia), Autodesk Build (European Union), Autodesk Construction Cloud Data Connector, Autodesk Construction Cloud Data Connector (Australia), Autodesk Construction Cloud Data Connector (European Union), Autodesk Docs, Autodesk Docs (Australia), Autodesk Docs (European Union), Autodesk Takeoff, Autodesk Takeoff (Australia), Autodesk Takeoff (European Union), BuildingConnected, TradeTapp), Autodesk Platform Services (APS - Data Exchange, APS - Data Management, APS - Data Management (Australia), APS - Design Automation, APS - Developer Portal, APS - Manufacturing Data Model, APS - Model Derivative, APS - Webhooks), Pype (Pype AutoSpecs, Pype Closeout, Pype eBinder, Pype SmartPlans), Autodesk Business Systems (Autodesk Account), and Moldflow (Moldflow Cloud Service).