Incident Report Number: 2015­-003

eClass (powered by Moodle)

Ticket Number: INC0020945
Problem Number: PRB0010086
Major Incident Number: MIR0001047
What happened?

The eClass (powered by Moodle) service experienced an issue.

Who was affected?

All eClass users may have been affected by this outage.

What was the impact?

The affected users experienced difficulty accessing eClass.

What was the timeline of the incident?

Start: 2015/01/20 16:00 ­ Monitoring systems discovered a problem with eClass.
2015/01/20 16:02 ­ IT support analysts began working on the issue.
2015/01/20 16:15 ­ eClass services were restarted on all eClass application servers.
2015/01/20 16:24 ­ The eClass caching servers were restarted.
End: 2015/01/20 16:25 ­ Service was restored.

What was the root cause of the incident?

Root cause has not been determined.

What was the work around and resolution for the incident?
Work Around

Not Appicable


Restarting the eClass caching server

What are any recommendations to prevent this incident from occurring again?

Recreate the problem in a non­production environment and monitor to pinpoint the root cause.


Not Applicable