FlexNet Manager Suite - US - Customers are currently unable to log on
Incident Report for Flexera System Status Dashboard
Postmortem

Description:  FlexNet Manager Suite - US - Customers were unable to log on

Timeframe:  March 9th 1:25 pm to March 9th 3:18 pm PST

Incident Summary 

On March 9th 1:25 pm PST, customers attempting to use FlexNet Manager Suite hosted in the US were unable to logon. Customers already logged on were able to continue using FlexNet Manager.

 

Support was alerted by customers and Technical teams were promptly engaged. Investigations found the user authentication system was not responding correctly to valid user credentials. Additional investigations found an issue with the primary authentication instance database.

 

At 2:45 pm PST, technical teams manually failed over to the secondary authentication instance restoring services. Health checks and monitoring confirmed services had been restored and were stable at 3:15 pm PST.

 

Root Cause

 ·        The root cause of authentication failures was found to be an unresponsive database in the primary authentication instance.

 

Corrective Action

 ·        FlexNet Manager Suite is in the process of moving to a modern, more resilient authentication. Once complete, the current authentication system will be decommissioned.

Posted Mar 09, 2021 - 18:45 PST

Resolved
Health checks and monitoring are have confirmed services have been restored and are stable.
Posted Mar 08, 2021 - 15:18 PST
Monitoring
A fix has been implemented and we are monitoring the results.
Posted Mar 08, 2021 - 14:47 PST
Identified
An authentication issue has been identified and a fix is being worked on.

This issue is not impacting Batch Processing, Beacon Communications or Inventory uploads.
Posted Mar 08, 2021 - 14:29 PST
Investigating
Incident Description:
Customers are currently unable to log onto FlexNet Manager Suite in the US. Customers already logged on are able to continue using the system.

No other components of FlexNet Manager Suite are impacted by this outage.

Priority: 1

Restoration activity:
Technical teams have been engaged and are investigating.
Posted Mar 08, 2021 - 14:00 PST
This incident affected: Flexera One - IT Asset Management - North America (IT Asset Management - US Login Page).