Flexera One - SaaS Manager - NA, EU & APAC - User Count Discrepancies in Overview Tab for all Managed Apps

This incident has been resolved.

At the moment, the results are looking promising, and we have not come across any further issues. However, we are continuing our analysis and waiting for final confirmation from our technical staff. The next update will be provided shortly.

The actions and additional measures taken by our technical team have significantly improved stability, leading to positive outcomes. However, there are still some discrepancies that we anticipate will be resolved by tomorrow morning, after the completion of the nightly clean-up job. Once this process is finished, we will gain a clearer understanding of the situation and can make further decisions accordingly.

Our analysis indicates that the changes from last night have brought significant relief. However, we are still observing some discrepancies, which our technical team is addressing with manual intervention. We are also implementing additional measures and closely monitoring the results. Further updates will be provided as we make progress.

Our technical team implemented changes last night to enhance data aggregation and ensure consistency. We have been actively monitoring the environment and are currently analyzing the results. Updates on our progress will be provided. Thank you for your understanding and support.

Our technical team is currently engaged in the implementation of a solution, which has already undergone successful testing in the staging environment. We are diligently conducting additional verification steps before proceeding to production.

Our team has identified a small number of discrepancies resulting from recent enhancements aimed at improving the loading speed of the users tab within a managed application. We have devised a plan to address this and reduce the observed lag between the summary tab, where this issue is presenting itself, and the users tab.

Further updates will follow as we make progress.

Our technical team implemented a fix last night and conducted manual data reprocessing overnight. However, despite these efforts, we are still observing some discrepancies. The technical team is currently investigating the issues and conducting further analysis. We will provide additional updates shortly.

An issue has been identified in the NA region, potentially impacting all customers since last Friday. Meanwhile, in the EU and APAC regions, there is a minor discrepancy in user counts, which is currently under investigation. Data for the past 6 days in NA-PROD has been reprocessed. We will continue to provide updates as progress is made.

Our technical team has discovered a probable root cause for the issue in the NA region. We are continuing to work diligently to implement a fix and reprocess data for the past 6 days. Meanwhile, the EU/APAC regions are encountering a separate, less widespread issue that is currently under investigation.

Our team has made significant progress in investigating the issue. We are actively working towards resolving it and will keep you informed of any further developments as they become available. Thank you for your cooperation and patience.

Our technical team is actively investigating the root cause to ascertain the reason behind its occurrence. Our team is diligently going through troubleshooting steps to gain a better understanding of the underlying factors contributing to the problem. We will continue to keep you informed of our progress and any further developments in resolving this issue.

Incident Description: We are experiencing discrepancies in the SaaS Manager application when viewing the Overview tab of managed applications across all regions, including NA, EU, and APAC regions. As a result, the user counts for total, active, inactive, and never-active users are not accurately reflecting the data shown in the Users tab.

Priority: P2

Restoration activity: Our team is actively investigating this issue to identify the underlying cause and implement a timely resolution. We apologize for any inconvenience caused and appreciate your patience during this investigation and resolution process.