Unplanned Outage
Incident Report for Anaplan
Postmortem

During the release of one of the Anaplan proxy services, Anaplan support received alerting and reports of customers being unable to access the Basic Authentication Homepage. Our release team engineers were notified, and their investigation determined that an unexpected configuration change had occurred during the release.  The configuration change was immediately corrected and we were able to confirm that all users were able to access the platform successfully again. 
 
The unexpected change was identified as being caused by a configuration mismatch between test and production environments.  To ensure no further reoccurrences of this specific type of issue a full configuration review of all services has been completed and necessary adjustments made to our processes to prevent this situation from occurring in the future.
We understand the impact to your experience when these types of issues occur, and we are working diligently to improve our systems and processes to avoid further issues. We appreciate your patience, and as always thank you for being a valued Anaplan customer.

Posted Aug 02, 2021 - 12:47 UTC

Resolved
We have confirmed with customers that the Anaplan platform is now accessible. We apologize for any inconvenience that this issue may have caused. We appreciate your patience while we document a comprehensive root cause analysis. If you have any further questions, concerns, or continue to receive an error, please don't hesitate to contact us at support@anaplan.com.
Posted Jul 15, 2021 - 23:20 UTC
Monitoring
Our engineers have restored service to the Anaplan platform. You should now be able to resume normal activities. We will continue to monitor the situation to ensure no additional issues arise and contact our customers to validate and confirm the platform is functional and operational. If you have any questions, concerns, or continue to receive errors, please don't hesitate to contact us at support@anaplan.com. Once again, we are extremely appreciative of your patience and understanding.
Posted Jul 15, 2021 - 23:10 UTC
Update
We are continuing to work on a fix for this issue.
Posted Jul 15, 2021 - 23:02 UTC
Identified
We have isolated the components impacted by the reported service interruption and have all engineers actively working to restore service to the Anaplan platform. A quick resolution is our top priority and we are committed to further investigating the root cause of this issue. We apologize for any inconvenience that this may have caused and appreciate your continued patience while we work toward a resolution. Thank you for being a valued Anaplan customer.
Posted Jul 15, 2021 - 23:00 UTC
Investigating
We are receiving reports of our customers experiencing issues accessing the Anaplan platform. Our engineers are aware and actively investigating. We will provide regular updates on this page until the issues are resolved. We apologize for the inconvenience this may be causing and appreciate your patience.
Posted Jul 15, 2021 - 22:44 UTC