Outage in Flexera

Flexera One – SaaS Manager – NA – Integration Tasks Failing Intermittently

Resolved Maintenance
October 24, 2022 - 4 months ago - Lasted 14 days
Official incident page

Details

Incident Description: Customers using SaaS Manager may receive intermittent errors while trying to retrieve daily Integration tasks data via Managed Applications. These tasks run only once every day. If the task gets stopped by the error one day, it will attempt again on its regular cadence the following day. As a result, the availability of new information could be delayed by a day. Priority: 2 Restoration activity: Technical teams have been engaged and are currently investigating
Updates ( sorted recent to last )
RESOLVED at 11/07/2022 07:19AM

This incident has been resolved.

MONITORING at 11/04/2022 02:39PM

We will continue to monitor the environment over the weekend. We will also keep this incident open till Monday morning as long as no further issues are detected.

MONITORING at 11/03/2022 11:20AM

Health checks have been successful and technical teams have not observed any errors or issues in the logs since the change was deployed to production yesterday. We will continue to monitor the environment till the EOD tomorrow.

IDENTIFIED at 11/02/2022 12:42PM

The fix has been deployed to Production. We are currently monitoring the change.

IDENTIFIED at 10/31/2022 09:28AM

The fix is ready to be deployed to the non-production environment today. We will be monitoring the change over the next day few days before deploying it to production.

INVESTIGATING at 10/28/2022 01:08PM

Teams are actively working on a code change which will be later deployed to Staging for further testing. Due to the intermittent nature of the issue, the plan is to let it run for a few days in staging to ensure we do not encounter the same errors before production deployment; and perform additional testing as needed.

Meanwhile, as a temporary workaround, we will continue to manually re-run the failed tasks to remediate any customer impact.

INVESTIGATING at 10/28/2022 08:42AM

We are continuing to actively work on a fix for this issue.

INVESTIGATING at 10/27/2022 01:17PM

The investigation has revealed that there have been only a few occurrences since Saturday, October 22nd, impacting a very small customer base. We have also identified the cause of the failures and are currently working on a fix. We are continuing to monitor the environment and rectify any problems requiring manual intervention.

INVESTIGATING at 10/27/2022 08:34AM

Around 1:37 AM PDT today, integration tasks failed again with 'signing failed "500 Internal Server Error". The outage may have lasted for approximately 10 mins. Services have been stable since, and teams are investigating the error logs.

MONITORING at 10/26/2022 12:54PM

We have not observed any issues and tasks have been running successfully since the additional resources were deployed. Technical teams will continue to monitor the tasks for another day to ensure a successful run.

MONITORING at 10/26/2022 08:03AM

We are continuing to monitor for any further issues.

MONITORING at 10/25/2022 01:02PM

We have added additional resources in the environment to avoid any memory contention issues. Technical teams are monitoring further.

MONITORING at 10/25/2022 08:36AM

There have been no reoccurrences of this incident since Sunday, October 23rd. Integration tasks have been running successfully without errors. However, the root cause is still unidentified. We are continuing to investigate the root cause to avoid any reoccurrences.

INVESTIGATING at 10/24/2022 12:06PM

Incident Description: Customers using SaaS Manager may receive intermittent errors while trying to retrieve daily Integration tasks data via Managed Applications. These tasks run only once every day. If the task gets stopped by the error one day, it will attempt again on its regular cadence the following day. As a result, the availability of new information could be delayed by a day.

Priority: 2

Restoration activity:
Technical teams have been engaged and are currently investigating

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