Platform Alerts

Incident Report for Anaplan

Postmortem

On July 1, 2026, at approximately 23:52 UTC, our monitoring systems detected a service disruption impacting customers in the me1: Cloud – Middle East and eu5: Cloud — Europe regions. During this time, affected customers were unable to log in to the platform. Service was restored at 03:21 UTC

Root cause 

The disruption originated from a planned network configuration change to our internal name resolution infrastructure. A misconfiguration was introduced as part of the change that left an underlying routing conflict in place. This caused return traffic for internal name lookups to take an incorrect path during routine network activity. As a result, internal name resolution began failing for the two affected regions. This prevented the authentication flow from completing and stopped customers from logging in. 

Recovery 

On detection at 23:52 UTC, our engineering team and our infrastructure partner began investigating in parallel. Because internal name resolution issues can present themselves in several diverse ways, the team worked through multiple lines of inquiry before isolating the specific routing conflict responsible. Once identified, we rolled back the recent change to restore the previous known-good routing configuration. Connectivity recovered progressively as the rollback propagated, and by 03:21 UTC, authentication was fully restored for both affected regions.  

Corrective and preventative actions 

We are implementing the following actions to prevent a recurrence: 

  • We are adding pre-change validation that specifically detects the class of routing conflict responsible for this incident. This closes off the underlying configuration issue before any similar change can reach the environment. 
  • We are re-architecting the affected routing setup to prevent this class of misconfiguration from being introduced again. This removes the underlying issue at the source. 
  • We are improving our monitoring for the internal name resolution paths between our cloud environments. This shortens the time to detect and resolve this class of issue.

Closing 

We apologize for the impact this disruption has had on your operations. The corrective actions above are focused on preventing a recurrence of any similar issue in the future. If you have questions or concerns, please contact Support.

Posted Jul 10, 2026 - 18:39 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 Jul 02, 2026 - 04:00 UTC

Monitoring

Service has now been restored; you should now be able to resume normal activities.

We will continue to monitor the platform to ensure no additional issues arise. If you have any questions, concerns, or continue to experience issues, please do not hesitate to contact Anaplan Support. We will provide a final update to you when we consider this situation fully resolved.
Posted Jul 02, 2026 - 03:21 UTC

Update

We are continuing to investigate the issue affecting login and platform access for customers in our ME1 and EU5 regions.

We have identified the potential cause and are actively progressing mitigation steps to address the issue and restore full service. We will continue to provide updates as remediation advances.

We will provide our next update within 30 minutes, or sooner if we have significant new information.
Posted Jul 02, 2026 - 02:55 UTC

Update

We are investigating an issue affecting login and platform access for customers in our ME1 and EU5 regions. The issue began at approximately 23:52 UTC on 1 July 2026.

In coordination with our infrastucture partner, we have successfully narrowed down the potential causes and are currently focusing our engineering efforts on isolating the issue to initiate targeted mitigation.

Our team remains fully dedicated to resolving this issue as quickly as possible. We will provide our next update within 30 minutes, or sooner if we have significant new information.
Posted Jul 02, 2026 - 02:27 UTC

Update

Our investigation into the login and platform access issue affecting ME1 and EU5 regions is ongoing. Our engineering teams have narrowed the investigation and are actively pursuing several lines of enquiry, in collaboration with our infrastructure partner. Restoring service remains our highest priority.

No ETA yet. We'll provide our next update within 30 minutes, or sooner if we have significant new information.
Posted Jul 02, 2026 - 01:58 UTC

Update

Our investigation into the login and platform access issue affecting ME1 and EU5 regions is ongoing. We have engaged our vendor for additional support as we work to identify and resolve the root cause.

Resolving this remains our highest priority. No ETA yet. We'll provide our next update within 30 minutes, or sooner if we have significant new information.
Posted Jul 02, 2026 - 01:29 UTC

Update

We're investigating an issue affecting login and platform access for customers in our ME1 and EU5 regions. Initial investigation points to a disruption in the authentication path for those regions. Resolving this is our highest priority, and our engineering teams are actively working to restore normal operations.

We don't have an ETA yet. We'll provide another update within 30 minutes, or sooner if we have significant new information.
Posted Jul 02, 2026 - 00:59 UTC

Update

Thank you for your patience as we continue to investigate this issue.

We are currently experiencing a critical service disruption causing full unavailability within the affected regions. Users attempting to access services in these regions will encounter connection timeouts and failure to load resources.

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 Jul 02, 2026 - 00:30 UTC

Investigating

We are currently investigating an issue impacting customers’ ability to access the Anaplan Platform.

We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
Posted Jul 02, 2026 - 00:00 UTC
This incident affected: me1: Cloud - Saudi Arabia and eu5: Cloud - Europe.
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