Autodesk Health Dashboard Status - Autodesk Build

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Incident Report for Autodesk Health Dashboard

Postmortem

AUTODESK EVENT ANALYSIS

Incident Name: # COE-INC107973

Incident Date: April 4, 2024

Summary

On March 27, 2024 at 8:09 PM PDT through April 4, 2024 at 12:10 PM PDT, Autodesk experienced an issue impacting customers using the Autodesk Construction Cloud (ACC) mobile app versions 7.26.0 or 7.26.1 within Autodesk Build and Autodesk Docs that prevented the opening of projects with an address beginning with the number "1" on their mobile devices.

Impacted Services

Autodesk Construction Cloud (ACC) mobile app users on Android and iOS platforms that recently upgraded their app to version 7.26.0 or 7.26.1 and attempted to open projects with an address beginning with the number "1" on their mobile devices.

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Root Cause

The issue originated from an update in our software, specifically version 7.26.0. This update unintentionally affected a key feature of our product related to multi-factor authentication.

Autodesk Actions

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

Provide in-app messaging to keep users informed throughout the incident resolution process.
Ensure critical alerts are addressed promptly by improvements to monitoring and observability.
Implement an expedited emergency release process to deliver new app releases as required.

Thank you for your patience and understanding.

Posted Apr 10, 2024 - 10:12 PDT

Resolved

The issue has been resolved. Thank you for your patience and understanding as we worked to resolve this issue.

Posted Apr 04, 2024 - 13:41 PDT

Monitoring

We have implemented a solution to resolve the issue affecting customers using the ACC mobile app versions 7.26 or 7.26.1 within Autodesk Build and Autodesk Docs. Customers were unable to open projects with addresses beginning with the number "1" from their mobile devices. We have published ACC mobile app version 7.26.2 on both Google Play Store and Apple App Store to address this issue. Our team is currently monitoring the situation, and we will provide an update as soon as we have more information to share.

Posted Apr 04, 2024 - 12:57 PDT

Update

We are actively working to resolve an issue affecting customers using versions 7.26 or 7.26.1 of the ACC mobile app within Autodesk Build and Autodesk Docs. Customers are unable to open projects from their mobile device for addresses beginning with the number “1”.
For Android users: Android v7.26.2 has been published in Google Play Store to address this issue.
For iOS users: We are continuing to work on the hotfix release for iOS. As a workaround, Apple mobile users can access all projects via the ACC websites for the US region (https://acc.autodesk.com), European Union region (https://acc.autodesk.eu), and Australia region (https://acc.apac.autodesk.com). We will provide an update as soon as we have more information to share.

Posted Apr 04, 2024 - 11:49 PDT

Update

We are actively working to resolve an issue affecting customers using versions 7.26 or 7.26.1 of the ACC mobile app within Autodesk Build and Autodesk Docs. Customers are unable to open projects from their mobile device for addresses beginning with the number “1”.
For Android users: Android v7.26.2 has been published in Google Play Store to address this issue.
For iOS users: We are working on the hot fix release for iOS. As a workaround, Apple mobile users can access all projects via the ACC websites for the US region (https://acc.autodesk.com), European Union region (https://acc.autodesk.eu), and Australia region (https://acc.apac.autodesk.com). We will provide an update as soon as we have more information to share.

Posted Apr 04, 2024 - 10:42 PDT

Identified

We have identified the cause of the issue where customers using the ACC mobile app versions 7.26 or 7.26.1 within Autodesk Build and Autodesk Docs. Customers are unable to open projects from their mobile device for addresses beginning with the number “1”. As a workaround, customers can open all projects via the following ACC websites (US region: https://acc.autodesk.com, European Union region: https://acc.autodesk.eu, Australia region: https://acc.apac.autodesk.com). 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 Apr 04, 2024 - 09:24 PDT

Investigating

We are investigating an issue with ACC mobile app within Autodesk Build and Autodesk Docs. 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 04, 2024 - 09:08 PDT

This incident affected: Autodesk Build, Autodesk Build (Australia), Autodesk Build (Europe), Autodesk Docs, Autodesk Docs (Australia), and Autodesk Docs (Europe).