August 16, 2018, at 08:30 CET - The SpringCM Technology Team has resolved the document creation issue on the EU21 instance. The problem began at 08:30 CET and was resolved as of 13:00 CET. During this time, some customers on the EU21 instance were unable to upload or create documents.
Continue reading for root cause analysis.
Date/Time: 16 August 2018 01:03 CDT - 05:35 CDT
During the impact window, some customers on the EU21 instance of SpringCM, received error messages or where not able to upload documents. This impact Upload, Version/Edit, Doc Generation, and workflow were uploading was the required action.
The incident was caused by a resource constraint at the network layer. The constraint affected the balancing of new upload requests during this period.
Steps to Restore:
Once the issue was identified, our team reset that balancing infrastructure
Actions to Prevent Future Incidents:
- Investigating monitoring improvements to better detect similar impact in the future.
- Investigating ways to improve the recovery time when these types of faults occur.