Outage

• This outage occurred 4/17/2013.
• RealEyes Connect has been engaged since 4/19/2013 to trouble-shoot and resolve issue.
• RealEyes worked on the problem until 5/9/2013 and turned the issue back to TIER.
• They completed trouble shooting on 5/9/2013  and returned a working Adobe Connect instance – but there were issues in restoring service to the production state prior to the outage on 4/17/2013.

Root Cause

• Adobe Connect requires an active, managed instance of an MS-SQL database to index the user generated content that is uploaded to the Adobe Connect Server(s).
• The database instance provided by TIER had not been managed and became corrupt due to lack of management to the point of saturation that the database had zero bytes available.
• The links (internally referred to as SCOIDs by Adobe) that allow access to the user generated content are stored in the database.

Current State

• Adobe Connect servers are running with a small SQL DBMS not ready for production.
• The servers are not being made available at this point.
• While the user generated data is backed up, it is not accessible and therefore essentially not available for use by any user.
• Adobe could be made available for meetings only, but the database was created with the idea of bringing up the service and is therefore not ready for production.
• In its current state it is not available for any users for the foreseeable future.

Future State

• Current state was reviewed by TIER Management.
• Future Actions:
  • Contact Current Customers, School of Nursing, Foster School of Business and iSchool concerning the current state of the service.
  • Contact MediaAMP and work on a plan where the infrastructure is provided with help from TIER as necessary.
  • Contract with RealEyes Connect to install the new Adobe Connect service.
  • Engage the UW-IT DBA group concerning management of the SQL database to the product specification and current configuration with review by RealEyes Connect.
  • Develop a timeline for implementation.

Earlier today (4/25/13), TIER reported a SONNET network outage.  The root cause is still under investigation, but the issue has been resolved.

TIER support is in the process of contacting all users that reported the outage.  All users that are experiencing the problem will need to logout, reboot the computer and re-login to become functional on the network.

Thank you for your patience, and again our apologies for the inconvenience.

On 4/25/13 at approximately 6:30am, TIER recognized that there were problems accessing the SoN Network (SONNET) data profiles you have stored on our network.  The problem manifests itself by not loading your network drives, your profiles, and other network resources.

There are 2 suggestions that we characterize as workarounds:

1. Do NOT log off if you are currently on the network.  (This prevents the problem from occurring)
2. You may use your UW NetID and password to log into the campus network and use Outlook Web Access to access email.

Engineers were engaged and working on the issue.  There is no estimated time to resolution as of 1:00pm on 4/25/13.  We will update you as we find significant changes.

For additional questions, please email our help desk using our ticketing system tier.nursing.uw.edu.

The School of Nursing has experienced substantial network outages recently. We understand that this significantly impacts the School of Nursing. TIER has put together a status page that is independent of our infrastructure and can be accessed via a web browser. Feel free to bookmark the page and use it to get continual updates.