Incident Report Number: 2017-004

SuperNet & uLearn

Ticket Number: INC0085192

What happened?

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.

Who was affected?

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:

  • Book and Record Depository (BARD)
  • Kinsella Research Station
  • Acoustic Labs
  • Provincial Fitness Unit
  • Calgary Branch Office
  • Devonian Gardens
  • Swine Research
  • Calgary Rehab Med Site
  • St. Albert Research Station
  • Augustana
  • Campus Saint-Jean
  • South Campus
What was the impact?

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.

What was the timeline of the incident?

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.

 

What was the root cause of the incident?

An error in the network configuration of an external service provider.

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

N/A



Resolution

A change was made by external service provider to resolve an error in their configuration.

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

N/A

Updates

None.