| Product Status | Active |
| Support Status | Active | Support Schedule for Previous Versions |
| Latest Version | 3.3.1 - Released Feb 28, 2024 |
| SLA Target Tier | Tier 2 |
| Priority | Release Type | Acknowledgement | Resolution | Notification Frequency |
|---|---|---|---|---|
| Critical/Urgent | Hot Fix | 4 business hours | 1 month | 1 week |
| High | Maintenance | 8 business hours | 6 months | 2 months |
| Medium/Normal | Scheduled | 2 business day | 18 months | 6 months |
| Low | Scheduled | 4 business days | None | None |
Licensing Service Unavailable
Postmortem
Summary
Our licensing system became unavailable after a change to corporate email/identity groups associated with our shared mailboxes. The change was part of broader corporate separation work between Fortive and Ralliant/Tektronix. It unintentionally removed access controls needed by the licensing service. Once identified, our IT partners restored the affected group associations and resolved directory errors, returning the system to normal operation.
Context: Tektronix is transitioning to Ralliant as part of Fortive’s separation; some shared infrastructure and groups were being updated during this work.
What happened (root cause)
An email/identity group that was removed as part of the separation program inadvertently impacted other groups still in use to secure Fluke shared mailboxes that our licensing system depends on. That change removed required access, which interrupted mailbox‑based licensing workflows.
Timeline
- Aug 6 – We escalated the access failures and opened a ticket with the IT Service Desk.
- Aug 13 – IT confirmed the cause (removal of a mail‑enabled security group related to separation work) and restored access by re‑associating the correct groups and clearing directory/GUID issues.
- Aug 13+ – We requested the preventive‑actions plan from IT; final confirmation is pending.
Resolution
IT re‑associated the correct email security groups with the affected shared mailboxes, corrected proxy addresses, and resolved several GUID‑related errors. Services recovered immediately after these changes.
What we’re doing to prevent this
We’ve asked for (and will publish once confirmed) the formal prevention plan. Areas we’re pushing on include:
- Stronger change controls and impact assessment for email/identity group changes that could affect shared mailboxes.
- Guardrails to prevent removal of groups with active production dependencies.
- Monitoring/alerts for mailbox access failures tied to licensing workflows.
We’ll update this post with specific commitments and dates once we receive IT’s final plan.
Customer action
No action is required. If you still see licensing issues, please contact Support with your license ID and timestamp.