AUTODESK EVENT ANALYSIS

Incident Number: # INC107309

Incident Date: March 4, 2024

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Summary

On the evening of March 4, 2024, from 08:40 PM PST to 11:30 PM PST, Autodesk encountered a

service disruption that affected customers' ability to access the ShotGrid website.

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Impacted Services

• Autodesk ShotGrid

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Root Cause

The disruption occurred during a system enhancement initiative by Autodesk involving the

consolidation of multiple proxies. In this process, ShotGrid was unintentionally excluded from

an Autodesk maintained list of authorized clients.

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This led to authentication failures, presenting most ShotGrid users with a blank page during

sign-in attempts. We have now resolved this issue and are diligently implementing measures to

avoid similar incidents in the future.

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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:

• Upgrading the monitoring systems and alert mechanisms to detect proxy-related issues

more effectively.

• Refining the incident escalation process for rapid issue ownership and response.
• Optimizing deployment strategies across all proxy components, incorporating methods

like Canary-based approaches and feature flags.

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We are committed to continually improving our systems and processes to serve you better.

Thank you for your patience and understanding.