We are on r12.5.1.1 and on Sunday we noticed all our instances were blank and raised a support ticket. There was some reset done and our instances were functional. 2 days later we were demoing it to one of the stakeholders and noticed the dashboards were all blank. When we investigated realized the configurations done few days before reset were all wiped off. The issue is escalated to engineering and we were told to install HF 9 to address the blankout issue. Few hours later we are suggested to upgrade to R12.6 now and we are yet to hear on the missed configurations. They are trying to retrieve it by creating a branch however there is atleast 5 days work on the main trunk already done. Wanted to see if anyone faced this issue. 

Definitely reach back out to Support re your issue if unresolved.  You may want to create a status update, too, and add a link to this post to get more folks to see it.

Hi Yamini Gummadi, ping me when you can.  I would like to chat with you and lene@chevron.com">Lena May about this case, the upgrade, etc...   

Hello Brett, Thanks for the ping. Sorry missed connecting with you on Friday. This AM met with Alex Chuong from Apptio support and reviewed the branched test instance with him. Looks like upgrade to 12.6 is solving the issues without having to upgrade to Hotfix 9. There are still questions I have which Alex is currently working with your teams (engineering) before I make a decision to proceed forward. Here are the agreed next steps

1. I want to understand if instead of copying the build version as Jan 31st can build version of Jan 27th be copied - Alex to get back to me

2. Once 27th build is retrieved then upgrade to 12.6 and review all the configuration changes

This will reduce the rework by huge amounts for us and will get it down to 2%.

We can chat more if you have more information. thanks Brett!!

Woo hoo.. this issue is addressed. Apptio support was great esp. @Alex Chuong and our customer success manager @Brett Yates.

Here is what we did, the blanking out on r12.5.1 is a known issue which was fixed in 12.6. Support retrieved an older build I was comfortable with which involved hardly less than 2% changes to redo and that was merged to trunk. On this retrieved build upgrade to 12.6 was performed. This is great now we have most of the changes. As a precaution we backed up our latest trunk build too for reference. Thanks Alex and Brett