The uLearn (Blackboard) Learning Management System experienced a service degradation.
Users of uLearn (School of Business and Faculty of Nursing) were affected by this outage.
Affected users experienced difficulties accessing uLearn, server timeouts and uLearn web pages not loading.
Start: 2015/01/13 11:00 – IT support analysts became aware of an issue
2015/01/13 11:05 – IT support analysts began working on the issue.
2015/01/13 11:40 – IT support analysts began restarting the uLearn (Blackboard) application services in a rolling fashion to restore functionality. 2015/01/13 12:25 – Restarting the uLearn (Blackboard) application services was completed.
End: 2015/01/13 12:35 – Service was confirmed restored.
The root cause is not yet known. Work continues with Blackboard to determine root cause.
A rolling restart (restarting the Blackboard service on each application server, one server at a time) resolved the issue.
1) Adopt weekly rolling restarts of Blackboard application services as a preventive measure.
2) Add additional monitoring to detect performance issues.
3) Continue to work with the vendor Blackboard to determine root cause.