On June 1, 2026, at 01:51 UTC, customers in our ap1: Cloud - Japan region reported that they were experiencing intermittent delays and difficulties accessing models, loading workspaces, and saving changes. During the incident, affected users encountered intermittent timeouts, while other platform services and regions were unaffected.
Root Cause
Our investigation identified that the issues were caused by resource contention within a backend data storage service component. When saving history logs for specific models, the storage component briefly secures exclusive access to the model's data file.
Shortly before the issue occurred, a small number of save operations experienced a minor pause, which resulted in other waiting requests to time out and automatically retry. This sudden volume of retries congested the component’s processing capacity. As a result, the component lacked the processing resources required to complete and release the original save operation, keeping the file locked and causing subsequent requests to fail and overload the system.
Recovery
We investigated the issue and identified the specific, unresponsive data service component. We completed a restart to clear the backlog and restore normal operations. After the restart, we monitored the platform closely to ensure stability. Full service was restored by 02:41 UTC.
Corrective & Preventative Actions
We are implementing several measures to prevent a recurrence and continuously improve platform stability:
We apologize for any impact this issue may have had on your business operations. We are strengthening our systems and procedures to avoid 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.