Autodesk Store

Incident Report for Autodesk Health Dashboard

Postmortem

AUTODESK EVENT ANALYSIS
Incident Number: # INC4818174
Incident Date: October 1, 2024

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Summary
On October 1, 2024, between 11:11 AM PDT and 03:00 PM PDT Autodesk had a validation restriction implemented that impacted some customers trying to add or update payment methods when purchasing on the Autodesk Store.

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Impacted Services

  • Autodesk Store

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Root Cause

  • A validation update to prevent invalid profile creation impacted a small subset of customer with specific Autodesk Identity values.

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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:

  • Revert the validation update changes to restore full access to the Autodesk Store experience.
  • Update to the validation logic to account for Autodesk Identity values.
  • Additional monitoring to detect this type of issue.

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Thank you for your patience and understanding.

Posted Oct 22, 2024 - 08:40 PDT

Resolved

The issue has been resolved. Thank you for your patience and understanding as we worked to resolve this issue.
Posted Oct 01, 2024 - 15:13 PDT

Update

We are continuing to work on resolving this issue where a small number of customers are unable to submit orders on the US E-Store site as quickly as possible. We will provide an update within 60 minutes or sooner if we have more information to share.
Posted Oct 01, 2024 - 14:46 PDT

Identified

We have identified the cause of the issue where a small number of customers are unable to submit orders on the US E-Store site. Our team is actively working on resolving this as quickly as possible. We will provide an update within 60 minutes or sooner if we have more information to share.
Posted Oct 01, 2024 - 13:50 PDT

Investigating

We are investigating an issue where customers are unable to submit orders on the US E-Store site. 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 Oct 01, 2024 - 12:56 PDT
This incident affected: Autodesk Business Systems (Autodesk Account).
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