AUTODESK EVENT ANALYSIS

Incident Name: #COE-INC108122

Incident Date: April 11, 2024

Summary  

On April 11, 2024 between 9:20 AM PDT and 10:22 AM PDT, Autodesk experienced a service disruption that impacted customers using PlanGrid web, PlanGrid mobile, Autodesk Build, and Autodesk Docs.

Impacted Services

• PlanGrid web - Customers received a “Something went wrong” error message and were unable to login.
• PlanGrid mobile - After logging into the mobile app, customers received a blue spinning wheel and were not able to access any projects.
• Autodesk Build and Docs - After logging into the mobile app, customers received a blue spinning wheel and were not able to access any projects.
• Autodesk Build - Customers received a “Something went wrong” error message when accessing the Forms module on web.

Root Cause

• The issues were caused by credentials being inadvertently erased during adjacent cleanup efforts. Triage teams restored the missing credentials and the issues were resolved.

Autodesk Actions  

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

• Further investigation is underway to optimize the credential management process to help prevent this from happening again in the future.
• Improve knowledge framework shared across teams to ensure consistency and understanding of information and procedures. 

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Thank you for your patience and understanding.