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.