Platform Alerts
Incident Report for Anaplan
Postmortem

On October 20, 2024, at 17:13 UTC, we found an issue that stopped customers from loading the Certificates page in the Administration tab. This incident prevented customers from updating their certificates. The following regions were affected: Anaplan Data Center - US East, Anaplan Data Center - US West, Anaplan Data Center — Netherlands, Anaplan Data Center — Germany, Anaplan Google Cloud — Dedicated, Anaplan Amazon Cloud — Dedicated, Anaplan Google Cloud Public - US East, Anaplan Google Cloud Public — Japan, Anaplan Amazon Cloud Public — US, Anaplan Google Cloud Public — Canada, Anaplan Amazon Cloud — Australia, Anaplan Amazon Cloud — Europe, Anaplan Amazon Cloud Public — Europe, and Anaplan Google Cloud Public — Saudi Arabia.  

Our investigation identified that a service didn't appear to be functioning correctly. The service was investigated, but we were unable to find any immediate issues. We extended our investigation into upstream services. After a thorough review, we identified that the impacted service had a misconfigured setting which was causing the behavior. This correct setting was deployed to the service, and full service was restored at 19:47 UTC.  

We have reviewed how this setting was misconfigured and found that it occurred during the downtime window on Saturday evening when the service was scaled down. The setting should have been reapplied when the service was scaled back up, but due to a bug it wasn't. We are currently planning the remediation of this bug to prevent it from reoccurring. In addition, we are reviewing our release procedure to ensure that we review full platform health when the downtime is complete.  

We sincerely apologize for the impact this has had on your business operations. We know these issues can cause trouble for your business and users. We are always improving our systems and procedures to prevent similar issues from happening again.  

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

Posted Oct 23, 2024 - 19:38 UTC
Resolved
We have confirmed that the issue is now resolved.

We deeply apologize for any impact this issue may have caused. We appreciate your patience and partnership as we worked through this issue.

We will follow up within 7 business days with a detailed root cause analysis (RCA) that will be shared on our Status Page. If you have any question or concerns, please do not hesitate to contact us at Anaplan Support.
Posted Oct 20, 2024 - 19:50 UTC
Update
Thank you for your patience as we continue to investigate this issue. Currently, we do not yet have a time to resolution. We will continue to provide updates every 60 minutes as we work to resolve this issue as quickly as possible.
Posted Oct 20, 2024 - 19:04 UTC
Investigating
We are currently investigating an issue resulting in customers unable to access the certificates page and therefore unable to renew their certificates if required.

We are working to resolve this issue as quickly as possible and will provide updates every 60 minutes or upon resolution.
Posted Oct 20, 2024 - 18:00 UTC
This incident affected: Anaplan Data Center - US East, Anaplan Data Center - US West, Anaplan Data Center - Netherlands, Anaplan Data Center - Germany, Anaplan Google Cloud - Dedicated, Anaplan Amazon Cloud - Dedicated, Anaplan Google Cloud Public - US East, Anaplan Google Cloud Public - Japan, Anaplan Amazon Cloud Public - US, Anaplan Google Cloud Public - Canada, Anaplan Amazon Cloud - Australia, Anaplan Amazon Cloud - Europe, Anaplan Amazon Cloud Public - Europe, and Anaplan Google Cloud Public - Saudi Arabia.
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