BIM 360 Docs | BIM 360 Docs (Europe) | BIM 360 Field Management | BIM 360 Field Management (Europe)

Incident Report for Autodesk Health Dashboard

Postmortem

AUTODESK EVENT ANALYSIS

Incident Number: #COE-INC99444

Incident Date: March 17, 2023

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Summary

Starting on March 16, 2023 at 10:49 AM PDT to March 20, 2023 at 11:33 PM PDT, Autodesk experienced a service disruption that impacted customers using BIM 360 Document Management.

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Impacted Services

A select group of customers were unable to see BIM 360 Document Management in their navigation panel or access any BIM 360 Document Management projects.

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Root Cause

Manual renewal of account services via account fulfillment failed to sync to BIM 360 Document Management service, leading to customers being denied access.

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Autodesk Actions

Autodesk has completed a post-incident analysis of the event and identified actions to be taken. These include the following:

Architectural improvements to enable better syncing of data between account fulfillment and Docs.
Improved observability and alerting on BIM 360 systems.

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Thank you for your patience and understanding.

Posted Jun 27, 2023 - 07:58 PDT

Resolved

Current status: Operational. Service is now working as expected and all features are operating normally.

Posted Mar 20, 2023 - 11:40 PDT

Monitoring

Current status: Monitoring. The issue that caused the isolated set of customers to not log into BIM 360 Docs or BIM 360 Field Management to access their projects has been mitigated. Teams will continue to monitor.

Posted Mar 17, 2023 - 23:09 PDT

Update

Current status: Service Degradation. We are experiencing issues. Our team is currently working to resolve the issue.

Some customers are unable to log in to BIM 360 Docs or BIM 360 Field Management to access their projects. The team has identified the cause of the issue and is working to resolve this as soon as possible.

Next update: 09:00 AM PT

Posted Mar 16, 2023 - 17:44 PDT

Update

Current Status: Degraded. Teams are still working on the fix. We currently don't have an ETA on the resolution.

Posted Mar 16, 2023 - 16:59 PDT

Identified

Current Status: Degraded. Some customers are unable to log in to BIM 360 Docs or BIM 360 Field Management to access their projects. The team has identified the cause of the issue and is working to resolve this as soon as possible.

Next update: 1.5 hours

Posted Mar 16, 2023 - 13:29 PDT

Investigating

Current status: Service Degradation. We are investigating reports that an isolated set of customers are unable to log in to BIM 360 Docs or BIM 360 Field Management to access their projects. We are working to resolve this as soon as possible.

Next update in one hour.

Posted Mar 16, 2023 - 12:54 PDT

This incident affected: BIM 360 (BIM 360 Docs, BIM 360 Docs (European Union), BIM 360 Field Management, BIM 360 Field Management (European Union)).

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