AUTODESK EVENT ANALYSIS
Incident Number: #INC134605
Incident Date: January 25, 2026
Summary
On January 25, 2026, between 10:21 PM PST and 11:14 PM PST, Autodesk customers were unable to access support modalities through the Autodesk Assistant web interface. Other service modalities including live chat functionality and case creation remained operational for some accounts.
Impacted Services
• Autodesk customers were unable to access support through the Autodesk Assistant web interface.
Root Cause
• Redis tracker store did not have a TTL configured, causing tracker records to accumulate indefinitely. Over time, this led to high memory consumption and eventually an out-of-memory (OOM) error from Redis.
Autodesk Actions
Autodesk has completed a post-incident analysis of the event and identified actions to be taken. These include the following:
• Review and updates to incident response process.
• Update to API such that SYS_TECHNICAL_ERROR is returned with the proper HTTP status code to enable enhanced monitoring and alerting.
Thank you for your patience and understanding.