Incident Report Number: 2015-009

University of Alberta Websites

Ticket Number: ​INC0023117
Problem Number: ​PRB0010094
Major Incident Number: ​MIR0001054
What happened?

The web content management database server experienced an issue

Who was affected?

All visitors to all websites were affected by this outage.

What was the impact?

The affected users were unable to view websites.

What was the timeline of the incident?

Start: 2015/02/26 22:10 – A user called in about an issue with University web sites.
2015/02/26 22:20 – IT support analysts began investigating the issue.
2015/02/26 22:35 – The cause was identified as a SQL server cluster failure.
2015/02/26 22:45 – IT support analysts restarted the SQL cluster service.
End: 2015/02/26 22:50 – Service was confirmed restored.

What was the root cause of the incident?

The SQL server cluster services shut down due to an unknown reason which meant any web page request failed as the request was unable to be sent to the web content management database server.

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

Not Applicable


The SQL Server cluster service was restarted.

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

Further investigation is needed to identify why there was a SQL server cluster failu


Not Applicable