Flexera One – IT Asset Management – EU – Reconciliation Failures

The hotfix has been successfully deployed to the production environment. Our teams are currently validating the results and closely monitoring the service to ensure continued stability and performance.

Our investigation has identified an underlying defect that has the potential to impact any environment upgraded to version 2026 R1.3. To ensure continued service stability and performance, our teams are currently building and validating a targeted hotfix.

As a precaution, deployment of the 2026 R1.3 release to other regions has been temporarily deferred . Based on current progress, we estimate approximately 7 to 8 additional hours to complete the necessary validation and deployment activities.

Our teams remain actively engaged and continue to closely monitor the situation. We will provide further updates as they become available.

Our investigation has identified an underlying issue affecting a component involved in inventory processing. Recent platform changes have caused the issue to be detected and surfaced earlier in the processing workflow.

As an immediate mitigation, our teams have developed a hotfix . The hotfix is scheduled for deployment tomorrow morning (AEST).
In parallel, engineering teams are conducting a deeper investigation to implement a permanent resolution and improve the performance and reliability of the affected processing path.
We will continue to provide updates as additional progress is made and will share further details following the deployment and validation activities.

Our teams have continued to monitor the effectiveness of the configuration changes and processing timeout adjustments implemented to mitigate the impact of the underlying defect.
While the service remains stable overall, our teams continue to closely monitor processing activity to confirm the long-term effectiveness of these mitigations and ensure sustained service stability. The investigation into the underlying defect remains ongoing as we work toward a permanent resolution.

We will provide further updates as additional information becomes available or if there are any significant changes to service status.

Our investigation has identified an underlying defect contributing to the inventory processing issues. To mitigate customer impact, our teams have implemented targeted configuration changes and adjusted processing timeout thresholds in all regions. Initial observations indicate improved processing behaviour; however, we will continue to closely monitor the affected services over the weekend to validate the effectiveness of these measures and confirm service stability.

We remain actively engaged in our investigation and will provide further updates as additional information becomes available.

While the mitigation has reduced the number of failures, a small percentage of reconciliation requests continue to experience issues. Our technical teams continuing to investigate the remaining failures and the underlying cause of the extended processing times. We will provide further updates as soon as additional information becomes available.

We are continuing to monitor for any further issues.

Our technical teams have identified that some reconciliation requests are taking longer than the configured processing timeout, resulting in intermittent delays or failures for customers in the EU Production environment. As an immediate mitigation, changes have been made to the processing timeout , and early results show improved reconciliation success, with many of the requests that previously timed out now completing successfully. Teams are continuing to investigate the underlying performance issue and are working toward a permanent resolution. Further updates will be provided as significant progress is made.

The service continues to operate stably, and error levels remain very low. However, a small number of residual errors are still being observed. Our teams remain actively engaged in investigating these errors and are working to implement further mitigations to eliminate the remaining impact and ensure complete resolution.

Following overnight monitoring, our teams have confirmed that while the service remains stable overall, a small number of errors are still being observed. The error rate remains very low, but the issue has not been fully eliminated.
We continue to actively investigate the remaining errors and are working to identify and implement additional mitigations to address the residual impact. Our teams remain engaged and will provide further updates as more information becomes available.

Alternate infrastructure has been created and the configuration has been updated to direct processing to the new environment. All executions of the previously affected processing step have succeeded since the change was initiated, with the last observed failure occurring at 2:43 AM PDT on September 9, 2026. Technical teams are continuing to monitor the transition and processing activity to confirm sustained stability.

Technical teams have narrowed the investigation to the reconciliation results retrieval process and are evaluating a potential capacity-related issue. As a mitigation measure, service capacity has been increased, and teams are monitoring whether this reduces reconciliation failures. Some reconciliation jobs continue to complete successfully, while others are experiencing timeouts when retrieving results.

Technical teams continue to investigate reconciliation failures in the EU Production environment. Some reconciliation jobs are encountering timeout errors while retrieving results from a dependent service, resulting in failed or delayed processing. Infrastructure-related errors are also being investigated, and the root cause has not yet been confirmed.

Technical teams are continuing to analyze service telemetry and infrastructure health data to identify the underlying cause and implement the appropriate remediation.
Further updates will be provided as they become available.

Incident Description: We are currently investigating an issue impacting the reconciliation process within the IT Asset Management platform in the EU region. Affected customers may experience failures when attempting to run reconciliation jobs. As a result, reconciliation processes may not complete successfully, potentially delaying data updates and downstream processing.

Priority: P2

Restoration Activity: Our technical teams have been engaged and are actively working to identify the root cause and restore services. Further updates will be provided as we continue working toward resolution.