[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.

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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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