Incident Report Number: 2015-014

MatLab Server

Ticket Number: ​INC0027209

Major Incident Number: ​MIR0001065
What happened?

A server that hosts the MatLab activation service experienced an issue.

Who was affected?

Users in research labs were affected by this outage.

What was the impact?

The affected users were seeing an error when trying to access MatLab server license.

What was the timeline of the incident?

Start: 2015/04/28 09:30 ­ Users reported an error when trying to access MatLab server license.
2015/04/28 09:45 ­ IT support began to investigate this issue.
2015/04/28 10:15 ­ Investigation determined there was a network issue with the MatLab Virtual Machine (VM).
2015/04/28 10:20 ­ Network issue was resolved.
End: 2015/04/28 10:30 ­ Service was restored.

What was the root cause of the incident?

During maintenance work in the VM environment, the MatLab VM lost its network connection.

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

Not Applicable


Network issue was resolved by reestablishing network connection for the MatLab VM.

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

Enhance monitoring of the VM environment to alert for network connection errors.


Not Applicable