On July 29, 2026, between 10:57 UTC and 11:53 UTC, customers in our us1: Data Center - US East, us2: Data Center - US West, eu1: Data Center - Netherlands, eu2: Data Center - Germany, eu4: Cloud - Europe, us5: Cloud - US East, us7: Cloud - US, and ap1: Cloud - Japan regions experienced degraded performance. This resulted in delayed model and workspace access, slow page load times, and slower logins across the platform, as well as delayed execution of CloudWorks™ integrations. All other regions were unaffected during this time.
Root Cause
The incident was triggered by an automated security software update deployed across our platform servers. This simultaneous update caused an unexpected, short-lived spike in storage activity that temporarily exceeded the storage systems' processing capacity. The resulting latency disrupted communication between internal metadata services and core system servers, causing the service connection pools to become unresponsive and preventing them from automatically recovering.
Recovery
Our engineering team identified the issue and took immediate action. We performed rolling restarts of the affected metadata services to clear the unresponsive connection pools and stabilize the systems. By 11:30 UTC, affected systems had recovered. Following this, the CloudWorks™ scheduler was restarted to process and clear the backlog of integration tasks. The issue was fully resolved by 11:53 UTC.
Corrective & Preventative Actions
We are implementing the following actions to prevent recurrence:
We are implementing enhanced storage performance tiers and traffic-prioritization controls to isolate key platform workloads from other background system activities.
We are updating our internal service connection frameworks to automatically detect and gracefully recover from unexpected system connection interruptions.
We are refining our security software deployment processes to stagger rollouts and limit simultaneous resource utilization.
We are enhancing our synthetic monitoring dashboards to improve visibility of regional service performance deviations.
We are conducting rigorous connection-recovery and system testing in our lower environments to validate application resilience under loaded states.
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.