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Multiple Autodesk Products

Incident Report for Autodesk Health Dashboard

Postmortem

AUTODESK EVENT ANALYSIS
Incident Number: #INC4804904
Incident Date: September 11, 2024


Summary
On September 11, 2024, at 9:00 AM GMT Autodesk identified an issue wherein some customers lost
access to products and services they were entitled to use. Though contract administrators
were able to view and (re-)assign entitlements, these changes did not take effect. The
disruption was caused by a data inconsistency in User Management & Access service, and it was
resolved by re-synchronizing a cache so that entitlement state would be properly returned.


Impacted Services

  • Autodesk BIM Collaborate
  • Autodesk BIM Collaborate Pro
  • Autodesk Build
  • Revit Cloud Worksharing / Cloud Models

Root Cause

  • Autodesk lifted a User Management & Access (UMA) restriction blocking deletion of
    groups with 100 or more accounts.
  • Subsequently, Autodesk received a request to remove a group with 20,000 members.
    The scale of this request triggered a latent UMA issue, resulting in a cache data
    inconsistency for some of those accounts.
  • The data inconsistency prevented UMA from properly returning entitlement state, in
    turn blocking access to products requiring a valid entitlement.
  • Once we identified the corrupt cache condition we re-synchronized the data, correcting
    the underlying condition and restoring access for affected users.

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

  • Eliminate the defect causing the data inconsistency and preventing UMA from properly
    returning entitlement state.
  • Improve insights into UMA system and data health by implementing anomaly detection
    and alerts for cache update failures and data inconsistencies.
  • Reduce recovery time in the event of a UMA data inconsistency by implementing
    measures to increase the efficiency of cache refreshes.

Thank you for your patience and understanding.

Posted 6 months ago. Oct 9, 2024 - 5:53 PM GMT

Resolved

The issue has been resolved. Thank you for your patience and understanding as we worked to resolve this issue.
Posted 7 months ago. Sep 12, 2024 - 7:04 AM GMT

Update

We are continuing to work on resolving the issue where a subset of customers are unable to access Multiple Autodesk Products in the US region as quickly as possible. We will provide an update within 2 hours or sooner if we have more information to share.
Posted 7 months ago. Sep 12, 2024 - 5:07 AM GMT

Update

We are continuing to work on resolving the issue where a subset of customers are unable to access Multiple Autodesk Products in the US region as quickly as possible. We will provide an update within 2 hours or sooner if we have more information to share.
Posted 7 months ago. Sep 12, 2024 - 3:00 AM GMT

Update

We are continuing to work on resolving this issue where customers are unable to access Multiple Autodesk Products in the US Region as quickly as possible. We will provide an update within 2 hours or sooner if we have more information to share.
Posted 7 months ago. Sep 12, 2024 - 1:00 AM GMT

Identified

We have identified the cause of the issue where customers are unable to access Multiple Autodesk Products in the US Region. We will provide an update within 90 minutes or sooner if we have more information to share.
Posted 7 months ago. Sep 11, 2024 - 11:32 PM GMT

Update

We are continuing to investigate reports where customers are unable to access Multiple Autodesk Products in the US Region. We will provide an update within 60 minutes or sooner if we have more information to share.
Posted 7 months ago. Sep 11, 2024 - 10:32 PM GMT

Investigating

We are investigating reports where customers are unable to access Multiple Autodesk Products in the US Region. We are actively looking into this and we will provide an update within 60 minutes or sooner if we have more information to share.
Posted 7 months ago. Sep 11, 2024 - 9:52 PM GMT
This incident affected: Autodesk Construction Cloud Platform (Autodesk BIM Collaborate, Autodesk Build) and Revit Cloud Worksharing / Cloud Models.
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