Summary

On January 18, 2024, Autodesk experienced a service outage that affected customers using multiple Autodesk products and services between 09:02 PST and 10:15 AM PST.

Root Cause

While performing maintenance targeting one service on Autodesk's user management infrastructure, an invalid configuration was applied which caused the internal service to be down. This led to ShotGrid users being served blank page when their sessions expired.

Autodesk Actions

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

• Ensuring ShotGrid handles user management service downtime gracefully
• Improving infrastructure change validation on Autodesk's user management service
• Reviewing the incident process for upstream service failures

Thank you for your patience and understanding.