Incident Report Number: 2017-005

ESQ Classroom Podium Workstations

Ticket Number: INC0094435, INC0094656

What happened?

Classroom podium workstations located in Enterprise Square (ESQ) were unable to load Operating System (OS) images. Client’s were seeing an error message “NTLDR is missing”. This issue occurred on back to back days.

Who was affected?

Classrooms managed by IST located in ESQ were potentially impacted on Nov 15th & 16th.

What was the impact?

The affected clients were unable to boot the classroom podium workstations and as a result they were unavailable for scheduled classes.

What was the timeline of the incident?

Start: 2017/11/15 07:39 - Clients reported podium workstations in classrooms located in ESQ were not booting and were displaying an error message “NTLDR is missing”.
2017/11/15 08:20 - IST analysts arrived on campus and began investigating.
2017/11/15 08:30 - ESQ servers (2) that provide the OS images to the podium workstations were restarted in a rolling fashion, one at time.
2017/11/15 09:00 - Server restarts were completed, but the issue persisted.
2017/11/15 09:15 - Investigation began to see if any network infrastructure changes could have impacted ESQ.
2017/11/15 09:30 - IST analysts confirmed no network configuration changes had been made.
2017/11/15 10:00 - IST analyst arrived onsite at ESQ to investigate further.
2017/11/15 10:25 - IST analyst restarted services on both of the servers which provide OS images for the podium workstations in an effort to restore service.
2017/11/15 10:40 - Service was confirmed restored as the podium workstations were now loading the OS images.
2017/11/16 07:37 - Clients reported podium workstations in classrooms located in all of ESQ were not booting again.
2017/11/16 07:56 - Services were restarted on both servers.
2017/11/16 08:10 - Affected podium workstations began loading OS images from the servers.
End: 2017/11/16 08:20 - Service was confirmed restored.

 

What was the root cause of the incident?

Root cause is currently unknown.

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

Restarted services on both servers that host the OS images.



Resolution

Analysis of the root cause of the issue continues. An interim solution of conducting scheduled restarts of the provisioning services has been implemented which will prevent the issue from reoccurring.

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

Until root cause has been determined there are no recommendations at this time.

Updates

None.