AUTODESK EVENT ANALYSIS
Incident Number: #INC4866645
Incident Date: December 15, 2024
Summary
On December 15, 2024, between 07:55 AM PST and 12:14 PM PST, the Autodesk Account Portal (https://manage.autodesk.com)) experienced an intermittent service disruption that impacted customers trying to assign products to users and groups within User Management.
Impacted Services
- Customers trying to assign products to users or groups in User Management within Account portal ran into intermittent errors and were faced with product assignment failure messages.
Root Cause
- The issue was caused due to a mismatch in the Domain Name System (DNS) routing the traffic to an incorrect region of servers. The triage team implemented a solution by applying the necessary changes in the configuration to resolve the issue.
Autodesk Actions
Autodesk has completed a post-incident analysis of the event and identified actions to be taken. These include the following:
- Identified the root cause for the change in the traffic routing by engaging with our cloud service provider.
- Updated the necessary configurations in the service triggering this state to prevent future incidents.
Thank you for your patience and understanding.