On May 12, 2025, at 07:54 UTC, we began receiving notifications of increased errors affecting an authentication component. As a result, customers may have experienced their models continuously loading or spinning, app pages not loading, and API integrations not functioning as expected.
This issue affected the following regions:
We identified that a hardware component had encountered issues and had automatically migrated its workloads to other hosts in the pool. One of the affected workloads was related to the authentication component, which did not initialize correctly. To resolve the issue, we completed a restart of the authentication service, and full service was restored at 08:30 UTC.
We have thoroughly reviewed why the authentication service component did not initialize correctly. We have determined that when the hardware failure occurred, it stopped the authentication component from completing connection requests. Although the component quickly migrated, the failures led to service timeouts and required manual intervention to recover.
To stop this happening again, we’ve taken steps to enhance the way that the authentication service handles unhealthy connection requests. We’re also conducting a comprehensive review of the platform to identify any other services that could be adversely affected by hardware failures. If we do identify other services that could experience similar issues, we’ll make the necessary improvements urgently.
We apologize for any disruption this may have caused to your business operations. We’re committed to continuously strengthening our systems and procedures to ensure that we minimize any future disruptions to your business and users.
If you have further questions or concerns, please visit our Support website. Thank you for your patience during this situation, and we appreciate your continued trust in Anaplan.