Incident Report Number: 2015-019

Adobe Connect

Ticket Number: I​NC0029229
Problem Number: P​RB0010115
Major Incident Number: ​MIR0001072
What happened?

Adobe Connect, EClass with Adobe Connect or EClass live with Adobe Connect experienced an issue.

Who was affected?

All users using Adobe Connect, EClass with Adobe Connect or EClass live with Adobe Connect were affected by this outage.

What was the impact?

The affected users were not able to connect to, create or record meetings with Adobe Connect, including distance­learning class activities.

What was the timeline of the incident?

Start: 2015/06/02 13:10 – An automated process restarted the Adobe Connect services on the application server causing an outage.
2015/06/02 13:25 – IST received reports of an Adobe Connect outage. IST analysts began to investigate.
2015/06/02 13:55 – IST analysts determined the root cause. Adobe Connect services were manually restarted on the application server. The affected IT services were tested and verified to be working.
End: 2015/06/02 14:00 – Service was confirmed restored.

What was the root cause of the incident?

During routine system maintenance an unknown error in an automated application triggered a application restart of Adobe Connect application services causing an outage.

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

Not Applicable



Resolution

A manual restart of the Adobe Connect services on the application server.

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

Going forward the automated application will not be used and any maintenance will be performed manually

Updates

Not Applicable