Incident Report Number: 2015-­002

uLearn (Blackboard)

Ticket Number: INC0020469
Problem Number: PRB0010085
Major Incident Number: MIR0001046
What happened?

The uLearn (Blackboard) Learning Management System experienced a service degradation.

Who was affected?

Users of uLearn (School of Business and Faculty of Nursing) were affected by this outage.

What was the impact?

Affected users experienced difficulties accessing uLearn, server time­outs and uLearn web pages not loading.

What was the timeline of the incident?

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.

What was the root cause of the incident?

The root cause is not yet known. Work continues with Blackboard to determine root cause.

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

Not Appicable



Resolution

A rolling restart (restarting the Blackboard service on each application server, one server at a time) resolved the issue.

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

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.

Updates

Not Applicable