UAT | August 19.6 Product Release

 POSTED: Jul 25, 2019 2:18:49 PM        Downtime, UAT, Product Release

The UAT environment will be unavailable during this product release, Thursday, July 25, from 8PM - 11PM US Central Time. We inadvertently reported in the original trust post that we did not anticipate any impact to availability.  We apologize for any inconvenience. 

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[UPDATE] NA11 | NA21 | EU11 | EU21 - Production August 19.6 Product Release

 POSTED: Jul 22, 2019 3:30:16 PM        NA21, NA11, Product Release, EU11, EU21

[UPDATE July 25, 2019] - The Production environment will be unavailable during this product release, from Friday, August 9, 9PM - Midnight US Central Time.  We inadvertently reported in the original trust post that we did not anticipate any impact to availability.  We apologize for any inconvenience.

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UAT August 19.6 Product Release

 POSTED: Jul 16, 2019 11:12:04 AM        Maintenance, UAT

[UPDATE July 25, 2019 2:11PM CST] - The UAT environment will be unavailable during this product release, from Thursday, July 25, 8PM - 11PM US Central Time. We inadvertently reported in the original trust post that we did not anticipate any impact to availability.  We apologize for any inconvenience.

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[RESOLVED] NA11 | NA21 | EU11 | EU21 - Document Generation Performance

 POSTED: Jul 3, 2019 12:33:50 PM        NA21, NA11, Document Creation

Root Cause Analysis:

Description:

Data Inconsistency in NA11, NA21, EU11, EU21

Timeframe:

2019-07-03 12:00PM CDT to 2019-07-04 5:30PM CDT

Impact:

Customers may have experienced inability to generate new documents via the Document Generation feature.

Cause:

A change to distributed database replication settings caused some database replicas not to have the data they needed.

Resolution:

A hotfix was deployed to increase database query consistency levels so clients always get the most current data from the database, and data inconsistencies were repaired.

Next Steps:

We are searching out other queries which may benefit from increasing database query consistency levels, and we're developing a less disruptive procedure for modifying database replication settings.

[UPDATED:  Jul 8, 2019 8:11 AM] -  In addition to the issues experienced on NA11 and NA21 on July 3, the EU11 and EU21 Production environments experienced the same service availability issues on July 4 from approximately 10:00 AM to 6:00 PM CST.  The SpringCM Technology Team isolated and repaired the service availability issue in that time.

[RESOLVED:  Jul 3, 2019 7:06 PM]  The SpringCM Technology Team has isolated and repaired the service availability issue on the NA11 and NA21 instances.  The problem began at approximately 12:20 PM CST and was resolved by 6:06 PMCST.  We apologize for the inconvenience and will be providing a root cause analysis of the issue in a near future.

[UPDATE: Jul 3, 2019 3:52:00 PM] - The SpringCM Technology Team continues to work on isolating the service availability issue on the NA11 and NA21 instances. Please check the status of trust.springcm.com for updates regarding this issue.

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Changes to the SpringCM Community and Knowledge Base

 POSTED: Jun 26, 2019 9:57:08 AM        Customer Community, Support

SpringCM Community posts and knowledge articles will be migrated to the DocuSign Community on July 10, 2019. After this date, you will only be able to access SpringCM Community content through the DocuSign Community and Support Center.

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[RESOLVED] UAT Service Outage

 POSTED: Jun 10, 2019 11:27:57 AM        UAT, Service Interruption

[RESOLVED] June 10, 2019 11:56 AM CST:  The SpringCM Technology Team has isolated and repaired the service availability issue on the UAT instance.  The problem began at approximately 11:18AM CST and was resolved by 11:56AM CST.  We apologize for the inconvenience and will be providing a root cause analysis of the issue in a near future.

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NA11 | NA21 | EU11 | EU21 June 19.5 Product Release

 POSTED: Jun 6, 2019 11:25:07 AM        Production Environment, NA21, NA11, Product Release, EU11, EU21

SpringCM's June 2019 Product Release will be deployed to the Production environments on Friday, June 28th 2019 between 9PM and Midnight, US Central Time.

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UAT June 19.5 Product Release

 POSTED: Jun 3, 2019 4:41:26 PM        UAT, Product Release

SpringCM's June 2019 Product Release will be deployed to the UAT environment on Thursday, June 13th 2019 between 8PM and 11pm, US Central Time.

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[RESOLVED] PRD | UAT Service Degradation

 POSTED: May 31, 2019 10:25:18 AM        Alert Outage

Root Cause Analysis:

Description: PRD | UAT Service Degradation
Timeframe: 2019-05-31 09:04:00 CST to 2019-05-31 09:55:00 CST
Impact: The SpringCM Technology Team is investigating reports of customers encountering login issues across environments.  Some customers accessing certain portions of the springcm.com dns zone had issues connecting to SpringCM hosts.
Cause: TechOps identified a DNS-related issue at 9:10am and rectified it around 9:55am this morning.  
Resolution: TechOps made adjustments to DNS providers to recover and provided Support with guidance on resolving further residual cache issues for a small number of customers with bad caches, but the issue was resolved.

[RESOLVED May 31 at 14:51 CST] - The SpringCM Technology Team has resolved the service degradation issue. Customers encountering any lingering issues have been advised to clear their local and server DNS cache. Please contact SpringCM Support if you need assistance in performing these steps or have further questions.

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[RESOLVED] NA 21 | Workflow Latency

 POSTED: May 21, 2019 11:18:14 AM        NA21

Root Cause Analysis:

Description:

NA21 Workflow Latency

Timeframe:

2019-05-21 09:50:00 CST to 2019-05-21 14:05:00 CST

Impact:

Some customers may have experienced some latency in workflow execution in the NA21 datacenter.  All workflows completed successfully, however there was a degradation in execution time.

Cause:

A workflow condition was encountered that resulted in intermittent performance degradation.

Resolution:

The affected instances were aborted which resolved the immediate issue.  Hotfix patches will be applied so that the same conditions will not cause blocking going forward.

 

[RESOLVED: MAY 21, 2019 02:10 PM CST] The SpringCM Technology Team has resolved the performance degradation issue on the NA21 instance.  The problem began at 09:50 AM and was resolved by 2:05 PM CST.  We apologize for any inconvenience or impact to your teams. Given the close proximity of this issue with yesterday's similar issue on NA21, we'll be on conducting an in depth root analysis to prevent this kind of occurrence from happening again.

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