Platform Alerts

Incident Report for Anaplan

Postmortem

On February 4, 2025, at 12:44 UTC, our monitoring detected intermittent errors that could sometimes be experienced when attempting to log in and access workspaces. This may have affected some users in eu4: Amazon Cloud Public — Europe; us4: Anaplan Amazon Cloud — Dedicated; us7: Anaplan Amazon Cloud Public — US; and au1: Anaplan Amazon Cloud — Australia. However, closing the browser and reloading the page fixed the issue for the users that faced the issue.

A review of the errors indicated that a very small proportion of authentication requests were unable to resolve. We reviewed our network and DNS configurations and found that the errors were upstream of the Anaplan network. We engaged with our authentication vendor to investigate the issue.

The vendor replicated the issue and confirmed that it was related to one of their service providers. Our vendor advised that their provider had been engaged in network maintenance. During this maintenance, one of the components didn't update correctly. Our authentication vendor engaged with their provider and, at 05:55 UTC on February 5, 2025, confirmed that the issue had been resolved.

We're working with our authentication vendor to look at how they're fixing the problem to prevent similar events during future maintenance. We're also working with our authentication vendor to improve identification and notification of issues that may affect our platform.

We understand these disruptions can have an impact on your business operations, and we apologize for any inconvenience caused. Our technical teams remain committed to maintaining a reliable service. They'll continue to monitor this situation closely to ensure sustained performance.

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 Feb 14, 2025 - 09:48 UTC

Resolved

We have received the conformation from our vendor that the issue is fully resolved and we have also received a positive response during the monitoring, hence we confirm 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 Feb 05, 2025 - 06:14 UTC

Monitoring

The vendor has identified the cause of the issue and is actively working on a fix. Once we receive confirmation that the issue has been resolved, we will conduct internal checks to ensure the platform is fully operational. We will continue to monitor the platform to ensure no additional issues arise. If you have any questions, concerns, or continue to experience any issues, please feel free to reach out to Anaplan Support. We will provide a final update when we consider the situation fully resolved.

Posted Feb 04, 2025 - 20:28 UTC

Update

Our third-party vendor continues to work on this issue with urgency, and we are actively collaborating with them to ensure a swift resolution. At this time, we do not yet have an estimated time for resolution.
As noted in our previous update, if you encounter this issue, please close your browser and try again.
We will provide updates every 60 minutes until the issue is fully resolved.

Posted Feb 04, 2025 - 19:23 UTC

Update

We have escalated this issue to our third-party vendor, and their team is actively investigating. While we do not yet have an estimated time for resolution, we are working closely with them to resolve this as quickly as possible. As mentioned in our previous update, If you encounter this issue, please close your browser and try again.

We will provide updates every 60 minutes until the issue is fully resolved.

Posted Feb 04, 2025 - 18:20 UTC

Update

We are actively investigating the issue with our third-party provider and would like to offer a temporary workaround. If you encounter this issue, please close your browser and try again.
We will provide updates every 60 minutes as we work to resolve this as quickly as possible.

Posted Feb 04, 2025 - 17:15 UTC

Update

Thank you for your patience as we continue to investigate the issue with the third-party provider and are establishing a plan to mitigate the 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 Feb 04, 2025 - 16:43 UTC

Update

We are aware that there may be intermittent errors when attempting to access and navigate the platform. Thank you for your patience as we continue to investigate this issue.

Our third party providers are engaged with us and we are actively investigating with them.

Currently, we do not yet have a time to resolution. We will continue to provide updates every 30 minutes as we work to resolve this issue as quickly as possible.

Posted Feb 04, 2025 - 16:10 UTC

Update

We are aware that there may be intermittent errors when attempting to access and navigate the platform. Thank you for your patience as we continue to investigate this issue. We have engaged third party providers and are establishing a plan to mitigate the issue.

Currently, we do not yet have a time to resolution. We will continue to provide updates every 30 minutes as we work to resolve this issue as quickly as possible.

Posted Feb 04, 2025 - 15:33 UTC

Update

We are aware that there may be intermittent errors when attempting to access and navigate the platform. Thank you for your patience as we continue to investigate this issue. We have engaged third party providers to mitigate the issue.

Currently, we do not yet have a time to resolution. We will continue to provide updates every 30 minutes as we work to resolve this issue as quickly as possible.

Posted Feb 04, 2025 - 15:00 UTC

Update

We are aware that there may be intermittent errors when attempting to access and navigate the platform. 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 30 minutes as we work to resolve this issue as quickly as possible.

Posted Feb 04, 2025 - 14:29 UTC

Investigating

We are currently investigating an issue resulting in some customers not being able to load models.

We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.

Posted Feb 04, 2025 - 13:59 UTC

This incident affected: eu4: Anaplan Amazon Cloud Public - Europe, us7: Anaplan Amazon Cloud Public - US, us4: Anaplan Amazon Cloud - Dedicated, and au1: Anaplan Amazon Cloud - Australia.