System unavailable

Incident Report for POSPortal

Postmortem

Outage Window – 6:34 AM PST till 7:26 AM PST on 7/6/2018

Services Impacted: Clients utilizing the Rest Based Web Services platform as well as Portal Access and Merchant Control Center were impacted by the outage.

Root Cause: During the scheduled maintenance window on 7/1/2018, a service was enabled using an invalid account. The use of the invalid account caused the database server to become unresponsive. After rebooting the server and assigning the correct account to the service, all systems were operational.

A review of all services will be completed due to this outage. A review of the maintenance window checklists will also be completed.

Posted Jul 08, 2018 - 11:56 PDT

Resolved

This incident is now closed. The RFO will be posted within 24 hours.

Posted Jul 06, 2018 - 17:19 PDT

Update

The issues has been addressed. We will continue to monitor to ensure there are no further issues.

Posted Jul 06, 2018 - 07:42 PDT

Monitoring

A fix has been implemented and we are monitoring the results.

Posted Jul 06, 2018 - 07:40 PDT

Identified

We are experiencing an issue with system connectivity. The issue has been identified and we are working to resolve.

Posted Jul 06, 2018 - 07:15 PDT

This incident affected: Portal Access and Portal Cloud.