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Official incident resolved

Flexera One- IT Visibility- APAC - Reporting dashboards unavailable — **Description:** Flexera One- IT Visibility- APAC - Reporting dashboards unavailable **Timeframe:** September 28, 2026, 1:38 AM PDT to September 28, 2026, 2:15 AM PDT ‌ **Incident Summary** ‌ On Monday, 28 September 2026, at 1:38 AM PDT, Flexera identified an issue affecting access to Power BI reporting dashboards for customers in the APAC region. Our technical teams were promptly engaged and the the initial investigation confirmed that the impact was limited to APAC, while the other regions remained responsive. Further investigation determined that configuration changes associated with a planned identity and access management migration had affected the connection settings required by the reporting services. During the application of these changes, the reporting services' connection settings were reset to values that did not contain the complete service addresses required for successful communication. Consequently, the affected services failed to start correctly, resulting in the unavailability of Power BI reporting dashboards for APAC customers. To restore service, the technical team manually corrected the affected connection settings in the APAC environment. This restored communication between the reporting and authentication services, allowing the affected services to recover. Following restoration, validation confirmed that the Power BI reporting dashboards were accessible and operating normally at approximately 2:15 AM PDT. ‌ **Root Cause** ‌ The incident was caused by incorrect connection settings applied to the APAC environment during a configuration change associated with the identity and access management migration. The change reset the reporting services' connection addresses to values that did not contain the complete addresses required for successful communication with the authentication services. As a result, the affected reporting services failed to start correctly, making Power BI reporting dashboards unavailable to customers in the APAC region. Contributing Factors * Configuration inconsistency: The required connection addresses had previously been updated directly in the environment but were not reflected in the deployment configuration. Consequently, the subsequent configuration change reintroduced the incorrect values. * Deployment validation gap: The deployment process did not identify the incorrect connection settings before they affected service availability. * Change Coordination and Dependency Validation: The migration process did not fully account for the configuration requirements of all dependent services, resulting in endpoint changes being applied without prior validation across the affected service dependencies. ‌ **Remediation Actions** Our teams performed the below actions to restore the services to normalcy: * The affected connection settings were corrected to restore communication between the reporting and authentication services. * The affected services recovered, and validation confirmed that Power BI reporting dashboards were accessible and operating normally. * The configuration was subsequently corrected to ensure the required connection settings are maintained consistently for future deployments. ‌ **Future Preventative Measures** ‌ The following actions have been identified and are being worked on to reduce the likelihood of recurrence and improve service resilience: * Configuration management: Ensure service configuration changes are managed consistently to prevent discrepancies between deployed settings and maintained configurations. * Deployment validation: Review planned configuration changes before deployment to verify that required service connection settings remain correct. * Configuration consistency: Ensure critical connection settings are maintained in the appropriate configuration sources and do not depend on manual changes to individual environments. * Change coordination: Improve coordination for planned migrations and configuration changes, including validation of the requirements and dependencies of affected services. * Deployment safeguards: Strengthen pre-deployment checks to identify incorrect configuration settings before they cause service failures.