[RESOLVED] NA21 | Service Degradation

 POSTED: Aug 12, 2019 3:48:43 PM        Alert Outage

[ROOT CAUSE ANALYSIS]

Description:

Spring - Redis Intermittent Connection Failures/Outage

Timeframe:

08/12/19 , 12:55 CT to 16:15 CT

Impact:

About 10% of (SpringCM) users got errors trying to login and active sessions got redirected to the login page or received a gateway time out.
This only impacted our (SpringCM's) NA21 user base.

Cause:

During the recent release (Friday) we changed session management platforms.  There was an increase in requests to the new platform and unanticipated traffic patterns.  

Resolution:

Modified the maximum number of clients that can be handled simultaneously 

 

[RESOLVED] Aug 13, 2019 08:15 CST] The SpringCM Technology team identified and resolved the service availability issue on the NA21 instance on Monday, August 12 at approximately 19:15 CST.   The outage lasted approximately from 13:00 CST to 19:15 CST (6.25 hours).  We apologize for the inconvenience and will be providing a Root Cause Analysis in the near future.

[POSTED Aug 12, 2019 15:48 CST] The SpringCM Operations team is working to resolve a service availability issue on the NA21 instance. During this time, customers may experience an inability to access resources or receive an error when loading pages. Please check the status of trust.springcm.com frequently for updates regarding this issue.

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