Clients were unable to use the uLearn service and clients at various University of Alberta SuperNet sites reported they were unable to browse the internet as a result of a network configuration error at an external service provider.
Clients on campus could not access uLearn, while off-campus clients could access the uLearn login page, but were not able to log in. Clients using the internet at various University of Alberta SuperNet sites were potentially affected by this outage. Specific locations were:
Clients on campus could not access uLearn, while off-campus clients could access the uLearn login page, but were not able to log in. All clients at the affected SuperNet sites were unable to browse the internet.
Start: 2017/07/17 18:00 - IST monitoring systems detected issues with the uLearn application.
2017/07/17 19:00 - IST uLearn support was able to access the uLearn site while off campus. No further actions were taken.
2017/07/18 8:30 - IST uLearn support was able to confirm that clients on campus could not access uLearn, while off-campus clients could access the uLearn login page, but were not able to log in. The issue was escalated to the uLearn hosting provider.
2017/07/18 9:55 - Investigation with the uLearn hosting provider concluded that the root cause was related to network issues, and IST network support begin to investigate further.
2017/07/18 10:50 - IST network support confirmed there was a networking communication issue from the University of Alberta network to the uLearn Data Centre in Calgary.
2017/07/18 13:30 - Further investigation determined the root cause was inability for certain remote services to be able to contact the University network.
2017/07/18 14:45 - External service provider engaged after additional reports of unrelated services being unreachable were received. Service provider discovered an error in their network configuration and made a change to resolve the issue.
End: 2017/07/18 15:05 - Service was confirmed restored.
An error in the network configuration of an external service provider.
A change was made by external service provider to resolve an error in their configuration.