3DEXPERIENCE platform SaaS Public Cloud unavailability, April 7th, 2025

Summary

At 14:02 UTC on Monday, April 7, 2025, users of the 3DEXPERIENCE Platform SaaS experienced service unavailability across all regions. This issue prevented access to the service, resulting in access error.

The incident lasted for 7 hours and 28 minutes, until 21:30 UTC.

Symptom

Users of the 3DEXPERIENCE Platform SaaS International Cloud with mutualized resources across all regions and International Cloud with dedicated resources in Europe could not access the service, facing issues such as timeouts, error 503, and authentication errors.

Causes & Response

Introduction

At 14h02 UTC, our monitoring systems detected a severe network issue preventing communication between the different 3DEXPERIENCE Platform SaaS services.

The combination of a non-supported usage of network protocol and an unexpected behavior of an equipment caused redundant packet broadcasts in switching equipment, overwhelming the network and generating packet drops.

Recovery Time Objective

The recovery time was outside our defined objectives according to our Service Level Agreement.

A systematic isolation process was applied to check each element of the infrastructure until we could identify the faulty equipment.

Prevention

The Root Cause Analysis (RCA) has been initiated to understand why these issues occurred. 

In Closing

Finally, we sincerely apologize for the inconvenience this unprecedented event may have caused you.

We know how important the 3DEXPERIENCE platform SaaS is to our users and their businesses. We will learn from this event to maintain our customers’ trust and continue to improve the availability of our online services even further.