On 16 September 2026, at 12:07 UTC, customers in our us5: Cloud - US East region experienced delays in completing CloudWorks™ integration runs. 

Root cause 

During a scheduled maintenance window on our underlying messaging infrastructure, active connections to the CloudWorks™ service were temporarily suspended. Due to a connection handling limitation, the service didn’t automatically recover once the maintenance was complete. This left the processing components in an unresponsive state, which prevented integration runs from completing and resulted in elevated resource consumption. 

Recovery 

Our engineering team identified the issue and took immediate action. We restarted and scaled the scheduling and processing components, which immediately restored normal schedule completions. By 12:36 UTC, the issue was fully resolved. 

Corrective and preventative actions 

We are implementing the following actions to prevent recurrence: 

• We are improving our connection-handling mechanisms to ensure that processing services can automatically and gracefully reconnect to messaging infrastructure during any maintenance events. 

• We are assessing automated recovery mechanisms to proactively detect and resolve scheduling pauses without manual intervention. 

We apologize for any impact this issue may have had on your business operations. 

We are continuously strengthening our systems and procedures to ensure we avoid future disruptions to your business and users. 

If you have further questions or concerns, please visit our Support website. We appreciate your patience during this incident and value the trust you place in Anaplan.