Autodesk Support

Incident Report for Autodesk Health Dashboard

Postmortem

AUTODESK EVENT ANALYSIS
Incident Number: #COE-INC126037
Incident Date: September 29, 2025

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Summary
Between September 29, 2025 at 9:00 PM PDT and September 30, 2025 at 3:00 AM PDT, Autodesk experienced an issue that impacted customer support emails from being delivered to Autodesk Support.

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Impacted Services

  • Autodesk Support

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Root Cause

  • The issue was caused by an update performed by a third-party service provider to redirect inbound mail traffic for legacy service addresses to new mail servers. The new servers did not recognize some of the legacy addresses, which resulted in the emails getting rejected.
  • The email routing was updated by the third-party service provider and service returned to normal operation.

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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 detection and alerting enhancements for rejected email logs to identify rejections for legitimate inbound domains and expedite issue resolution in the future.

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Thank you for your patience and understanding.

Posted Oct 15, 2025 - 15:55 PDT

Resolved

The issue has been resolved. Thank you for your patience and understanding as we worked to resolve this issue.
Posted Sep 30, 2025 - 04:43 PDT

Investigating

We are investigating an issue where a subset of customers are experiencing delays in support responses because their emails are not being delivered to Autodesk Support. As a workaround, customers can use the account portal to post their updates as comments on the case. We are actively looking into this and will provide an update within 60 minutes, or sooner if we have more information to share.
Posted Sep 30, 2025 - 04:00 PDT
This incident affected: Autodesk Business Systems (Autodesk Support).
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