Autodesk Account Portal

Incident Report for Autodesk Health Dashboard

Postmortem

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.

Posted Jan 08, 2025 - 11:55 PST

Resolved

The issue has been resolved. Thank you for your patience and understanding as we worked to resolve this issue.
Posted Dec 15, 2024 - 12:41 PST

Update

We are continuing to investigate where customers are intermittently unable to add or assign products to users or groups in the Autodesk Account Portal URL(https://manage.autodesk.com/home) in the US Region. We will provide an update within 60 minutes or sooner if we have more information to share.
Posted Dec 15, 2024 - 11:47 PST

Investigating

We are investigating an issue where customers are intermittently unable to add or assign products to users or groups in the Autodesk Account Portal URL(https://manage.autodesk.com/home) in the US 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 Dec 15, 2024 - 10:45 PST
This incident affected: Autodesk Business Systems (Autodesk Account).