[RESOLVED] NA21 | Service Degradation

 POSTED: Aug 30, 2019 1:39:57 PM        NA21, Service Degradation

[ROOT CAUSE ANALYSIS Sept, 24, 2019] 

Description:

Spring - UI Session Management Intermittent Connection Failures/Outage

Timeframe:

2019-08-30 , 13:00CT to 15:30CT

Impact:

About 10% of (SpringCM) users whose accounts are primary to the NA21 instance of SpringCM 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 a recent release 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. Rolled back implementation to the previous version.

[RESOLVED] The SpringCM Technology team identified and resolved the service availability issue on the NA21 instance on Friday, August 30 at approximately 15:30 CST.   The outage lasted approximately from 13:00 CST to 15:30 CST (2.5 hours).  We apologize for the inconvenience and will be providing a Root Cause Analysis in the near future.

[POSTED Aug 30,2019 13:39:57 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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