Incident Report Number: 2017-003

Classroom Podium Workstations

Ticket Number: INC0082192

What happened?

Some classroom podium workstations were unable to load Operating System (OS) images. Client’s were seeing an error message “Vdisk is lost. Press any key to continue”

Who was affected?

Some classrooms managed by IST were potentially affected. The specific locations known to have been impacted were:

  • Centennial Centre for Interdisciplinary Science (CCIS)
    • L1-160
  • Engineering Teaching and Learning Complex (ETLC)
    • 1-003A
  • Natural Resources Engineering Facility (NREF)
    • 1-003, 2-001 & 2-127

 

What was the impact?

The affected client’s were unable to boot the classroom podium workstations.

What was the timeline of the incident?

Start: 2017/06/05 10:02 - Client's began reporting CCIS podium workstations were not booting.
2017/06/05 10:30 - IST analysts were notified of the issue and were dispatched to the affected sites.
2017/06/05 10:40 - Error message confirmed as “Vdisk is lost. Press any key to continue.”
2017/06/05 10:45 - IST analysts began to restart the General Services Building (GSB) Citrix Provisioning server environment in an attempt to restore service.
End: 2017/06/05 11:00 - Server environment restart was completed. The affected podium workstations were now able to boot OS images. Service was confirmed restored.

 

What was the root cause of the incident?

The image that is delivered to classroom podium workstations was inexplicably locked on one of the servers that is part of the GSB Citrix Provisioning environment. This error occurred at the Operating System level of the server, as a result the failover protection in the environment did not trigger.

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

Not Applicable.



Resolution

Restarting the Citrix Provisioning servers resolved the issue.

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

A weekly maintenance restart of the Citrix Provisioning servers will be scheduled.

Updates

Not Applicable