On January 17, 2024, at 16:30 UTC, we identified an issue with our authentication service. The issue caused customer login attempts to fail or, if already logged in, users to be directed back to the login page.

The issue was limited to a single connection route, used by several Anaplan data centers: U.S. East; U.S. West; Netherlands; Germany; Amazon Cloud Public - U.S.; Google Cloud Public - U.S. East; and Google Cloud Public - Japan. Only customers that were pointed to the impacted connection route during login would have experienced the issue.

Initial investigation identified an issue with the distribution of resources allocated to the impacted connection route for authentication services. Upon identifying the issue, we performed a rolling restart of the authentication service, which closed all existing connections to the service. This resolved the issue at 17:33 UTC. 

Further investigation identified that the resource issue was the result of a high limit rate being used by another service. To avoid a recurrence of this issue, the limit rate for this service was amended to ensure an even distribution of resources. Additionally, we are reviewing resource allocation across all services. This is to ensure the appropriate limit rates are set to prevent a similar issue in the future.

We apologize for any impact this issue might have had on your business operations. We're continuously strengthening our systems and procedures to ensure we avoid future disruption to your business and users.

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