Autodesk Online Store

Incident Report for Autodesk Health Dashboard

Postmortem

AUTODESK EVENT ANALYSIS
Incident Number: #COE-INC117809
Incident Date: April 21, 2025

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Summary
On April 21, 2025 between 9:56 AM PDT and 11:33 AM PDT, Autodesk experienced an issue that impacted customers in the European Union region from completing orders in the Autodesk Online Store.

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Impacted Services

  • Autodesk Online Store

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Root Cause

  • A third-party payment processing partner experienced a service degradation issue which affected payment processing in the Autodesk Online Store for customers in the European Union region.
  • The issue was resolved when the third-party payment processing partner restored the payment processing service.

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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:

  • Implement improvements with the third-party partner to detect and mitigate the issue from reoccurring in the future.

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Thank you for your patience and understanding.

Posted Jul 23, 2025 - 15:48 PDT

Resolved

The issue has been resolved. Thank you for your patience and understanding as we worked to resolve this issue.
Posted Apr 21, 2025 - 19:38 PDT

Update

We are monitoring the status of the solution implemented by the third-party service provider to address the issue where customers were unable to make purchases from the Autodesk Online Store in the European Union region. We will provide an update within 2 hours or sooner if we have more information to share.
Posted Apr 21, 2025 - 18:15 PDT

Update

We are monitoring the status of the solution implemented by the third-party service provider to address the issue where customers were unable to make purchases from the Autodesk Online Store in the European Union region. We will provide an update within 2 hours or sooner if we have more information to share.
Posted Apr 21, 2025 - 16:00 PDT

Update

We are monitoring the status of the solution implemented by the third-party service provider to address the issue where customers were unable to make purchases from the Autodesk Online Store in the European Union region. We will provide an update within 60 minutes or sooner if we have more information to share.
Posted Apr 21, 2025 - 15:00 PDT

Monitoring

We are monitoring the status of the solution implemented by the third-party service provider to address the issue where customers were unable to make purchases from the Autodesk Online Store in the European Union region. We will provide an update within 60 minutes or sooner if we have more information to share.
Posted Apr 21, 2025 - 14:01 PDT

Identified

We have identified the source of the problem that is affecting where customers are unable to make purchases from the Autodesk Online Store in the European Union region. We are actively working with our third-party service provider to restore services as quickly as possible. We will provide an update within 60 minutes or sooner if we have more information to share.
Posted Apr 21, 2025 - 12:36 PDT

Investigating

We are investigating a service disruption caused by a third-party service provider that is affecting where customers are unable to make purchases from the Autodesk Online Store in the European Union 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 Apr 21, 2025 - 12:03 PDT
This incident affected: Autodesk Business Systems (Autodesk Online Store).
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