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.