On January 18, 2024, at 21:10 UTC, we identified a connectivity issue with our storage service in Anaplan Data Center - U.S. East. This issue prevented customers from being able to load models.  

This issue may have also impacted general functionality (such as interacting with the API and screen rendering) in the U.S. West; Netherlands; Germany; Amazon Cloud Public – U.S.; Google Cloud Public - U.S. East; Google Cloud Public – Japan; and Anaplan Amazon Cloud - Dedicated. This is a result of certain components having a dependency on the impacted storage service. 

Initial findings identified abnormal temperatures on one of the storage service’s physical components, indicating an airflow issue. We immediately escalated the issue to our on-site vendor, who dispatched an engineer to investigate the issue. The vendor confirmed that there was an obstruction in the airflow to the affected component. The vendor removed the obstruction to resolve the airflow issue. Once the airflow issue was resolved, we performed a restart of the software for the impacted components, and service was restored at 23:40 UTC. 

This is currently undergoing a thorough review by our vendor to determine the underlying root cause of the obstruction. Once the analysis is completed, we will work with the vendor to ensure the appropriate mitigation actions are implemented 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.