Concur Support & User Guides

16 September 2026 | 3:06 am

Impact as reported: In the US2 Data Center, a service degradation impacted access to Concur services, including Expense, Travel Request, Travel, Invoice, and Analysis and Intelligence. After logging in, users are encountering the following error: “You are currently not set up to use any Concur products. Contact your Concur Administrator for assistance.” Users already logged in were not impacted. Root Cause: The incident occurred when all instances of a service invoked while initiating user sessions after log in were restarted during routine infrastructure activity and were unable to successfully start, resulting in a temporary service outage and downstream customer-facing errors. Although a legacy access permission had been removed earlier, the issue did not surface immediately because existing instances continued operating normally. The outage occurred only after all instances restarted and attempted to validate access using an outdated configuration path, which prevented them from becoming operational. The root cause was an unintended dependency on a legacy configuration path that remained active after a related access change. To permanently address the issue, the service configuration was updated to use a supported, actively used validation path and the legacy dependency was removed. As an interim measure, the required access was restored to ensure service stability while the permanent fix was implemented, tested, and deployed. Corrective Actions: The following preventive and corrective actions were identified: Update service configuration to use only supported secret paths for startup validation and eliminate reliance on legacy validation mechanisms. Implement automated regression testing to verify that only approved secret locations are referenced by the application. Add validation checks to ensure application configuration changes are reviewed against secret-management and access-policy changes before deployment. Enhance change management procedures to identify and assess dependencies between application configurations and access-control modifications. Introduce proactive production monitoring and alerting for service startup failures, unavailable service instances, and repeated initialization errors. Establish direct availability alerts so operational teams are notified of service outages before downstream systems are affected. Validate secret-access configurations and application behavior in pre-production environments whenever secret-management policies or permissions are modified. Reduce single points of failure by ensuring that a denied request to a nonessential or legacy configuration path cannot prevent the entire service from starting. Maintain temporary access restoration procedures as a contingency measure during rollout of configuration-related fixes and remove temporary permissions once the permanent solution is confirmed in production.

7 September 2026 | 12:56 pm

We identified a functional disruption affecting New Concur Travel air searches through the Travelport+ GDS across all Data Centers. New Concur Travel users received a “No flights available” error after selecting “Search,” regardless of the city pairs or travel dates entered. This prevented users from completing air searches and bookings. Car and hotel searches were unaffected. No workaround was available during the incident. While the Incident Response Team (IRT) was investigating, the service self-recovered. The root cause of the incident has been identified to be a service disruption at our third party GDS vendor Travelport. Corrective Actions: N/A