Incident Report Number: 2016-005

Single Sign-On Authentication Services

Ticket Number: INC0045957
Problem Number: PRB0010146
Major Incident Number: MIR0001089
What happened?

A server that handles user authentication requests experienced an issue.

Who was affected?

Some Campus Computing ID (CCID) account holders were affected by this degradation.

What was the impact?

The affected users were not able to log into some university services.

What was the timeline of the incident?

Start: 2016/03/07 09:15 - Some users located across campus began reporting they were having issues logging into some university services. IST support began investigating.
2016/03/07 10:15 - It was determined a server was not responding to some client requests in a normal manner due to a hardware issue. IST support removed the affected server from the Authentication service.
End: 2016/03/07 10:30 - Service was restored.

What was the root cause of the incident?

A hard drive failure on one of the authentication servers.

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



The affected server has been removed permanently from the Single Sign On Authentication Service.

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

Google Apps and PeopleSoft will be updated to use UAlberta Login instead of the legacy Single Sign On Authentication service during scheduled maintenance on April 30, 2016.