On August 07, 2024, at 17:44 UTC, our internal alerting revealed an issue in Anaplan Data Center - U.S. East. This issue caused some customers to experience issues when loading HyperModel workspaces.  

Our investigation found that the issue was linked to an update to a back-end network component, which had been implemented around 17:30 UTC. This update had inadvertently impacted the primary network switch's ability to route traffic. We implemented a workaround to failover to the secondary switch and service was restored at 19:27 UTC.   

On August 10th, during the downtime window we updated the primary switch back to its original configuration and restored resiliency for the network component.

Further investigation identified that the configuration update had caused an unexpected setting deviation, resulting in the issue. We have updated this setting to prevent this deviation in the future. We have also incorporated additional steps into the operating procedures for similar changes.

We sincerely apologize for the impact this has had on your business operations. We understand the disruption these issues can cause to your business and users, and we are continuously strengthening our systems and procedures to avoid similar issues from happening again.   

If you have any further questions or concerns, please contact Anaplan Support. Thank you for your patience during this situation and thank you for being an Anaplan customer.