Flexera One - IT Asset Management - NA - Reconciliation Failures

All core processing components have been stabilized following the transition to the new environment, and reconciliation jobs are now running as expected. Our monitoring also indicates that platform performance and reliability have returned to normal.

We will be conducting a full retrospective of this incident. A summary report will be shared in the coming days to provide additional insights into the root cause, actions taken, and future preventative measures.

Our teams have successfully transitioned the services to the new environment, and the services are now operational. We will continue to closely monitor the platform to ensure ongoing stability and reliability, and additional updates will be shared as they become available.

We are making steady progress on efforts to restore normal reconciliation processing for impacted customers in the US region. Our teams have prepared a new environment to improve processing reliability and have completed the necessary setup and data transfers. We are now coordinating the final steps, which will require a brief pause in processing as we move services over to the new environment.

Advance notice will be provided before this occurs to minimize disruption. These efforts are aimed at improving stability and reducing the risk of similar issues in the future.

We continue to closely monitor system performance and will share further updates as we move through these final steps.

Our teams continue to make progress toward restoring normal reconciliation processing for impacted customers. Recent efforts have focused on stabilizing the job scheduling service, and we are preparing to deploy improvements to further strengthen processing reliability. In parallel, long-term enhancements are being validated to help prevent similar disruptions in the future. We are also coordinating with stakeholders to schedule any required service windows and will provide advance notice if one becomes necessary.

We continue to monitor system performance closely and will share additional updates as progress is made.

Our teams continue to work on the remediation efforts we outlined previously actively. We’ve made significant progress on the scheduling service, and tests are underway with deployment to production planned shortly. We are also making longer-term enhancements to isolate critical components, with initial validations in progress. We’re also coordinating with stakeholders to plan any necessary service windows to minimize impact and will provide advance notice if required. We will share further updates as soon as additional information is available.

This issue has been escalated to P1 due to the widespread and persistent impact on reconciliation processing in NA. We have identified that the disruptions were triggered by a background import operation that caused congestion in the processing environment, leading to widespread job scheduling and data update failures for many customers.

Our teams are actively continuing remediation efforts. This includes implementing automated recovery steps for the scheduling service and working on longer-term changes to isolate key components, reducing the risk of similar disruptions in the future. Some interventions may require a service window, which will be communicated if needed.

Our technical teams are continuing to take targeted actions to address the connection issues affecting reconciliation processing. This includes making adjustments within our processing environment and taking manual interventions where needed to ensure jobs complete successfully. These efforts are aimed at restoring reliable reconciliation processing for all customers as quickly as possible.

We have continued to see intermittent reconciliation processing failures over the past few days. While previous adjustments to system resources helped stabilize performance for many customers, we have now identified additional connection issues within the processing environment that contributed to the most recent disruptions. Our teams are actively implementing targeted improvements to address these connection problems and strengthen overall reliability. Monitoring remains in place as we work toward full resolution, and further updates will be shared as progress continues.

We experienced a number of reconciliation processing failures overnight. Our teams have identified some underlying system issues that may have contributed and are continuing to investigate the root cause. We are also implementing measures to help prevent further disruptions.

Recent changes to system resources have resulted in stable performance and successful reconciliation processing. Our teams continue to monitor the environment closely and will keep the incident open in extended monitoring as a precaution. We will provide a final update after overnight monitoring is complete.

System resources have been further increased across the impacted clusters, and performance has improved with most reconciliation jobs completing successfully overnight. Wait times and step durations are trending down, and metrics are showing improvement. Technical teams are monitoring closely and may make additional adjustments as needed.

Our teams have scaled up system resources within the infrastructure, and initial monitoring indicates improved performance. We will continue to closely monitor service stability and share further updates as they become available.

Our technical teams have initiated an increase in system resources to improve reconciliation processing performance for affected customers. We are closely monitoring the results and will consider further adjustments as needed.

Our technical teams have increased system resources to help improve reconciliation processing performance for affected customers. Discussions are ongoing regarding further adjustments as we continue to monitor the environment. We will share additional updates as more information becomes available.

Incident Description: We are investigating an issue that is currently affecting the reconciliation process for some customers in the US region. Impacted customers may experience failures or delays when running reconciliation jobs, which could result in postponed data updates and related downstream processing.

Priority: P2

Restoration Activity: Our technical teams have identified signs of resource constraints within the service environment and are making adjustments to improve performance and address the underlying issue. We continue to monitor affected systems closely and are working to restore normal operation as quickly as possible. Further updates will be provided as we progress toward full resolution.