NLA eClips Service Incident: REPORT

NLA eClips Service Incident Announcement

Problem:

The eClips Service experienced performance issues starting at 09:30 this morning.  The incident caused issues for some eClips users trying to view clippings until resolution occurred at aproximately 10:30. 

Cause:

Unfortunately, the root cause of the incident is still unknown.  Thorough investigations into the primary SQL server hosting the eClips database have been inconclusive.  All logs and debugging have revealed no obvious cause, but a reboot of the server and a systematic restart of the services finally resolved the issues. 

It is very uncommon to have an incident whereby the root cause is undetermined and NLA engineering staff will continue to monitor the system closely to try and ensure this issue does not reoccur and potentially identify the cause. 

Solution:

Additional montioring and processes have been put in place to facilitate a seemless database failover if an issue such as were to reoccur.  

NLA eClips Service Incident: CLOSURE

NLA eClips Service Incident Announcement

Time:

An incident was declared today at 09:30

Incident Description:

An incident occurred which prevented some users from accessing the eClips service.  During the incident most users would have been able to access the service, but may have experienced time-outs and resets.

Cause:

The cause is related to a SQL server issue that is still under investigation to find the root cause.

Expected Resolution Time:

The eClips service is now operating normally.

Next Update:

Please expect an incident report within 24-hours which will provide more detail regarding the cause and any changes to the system required as a result of this incident 

NLA eClips Service Incident: UPDATE

NLA eClips Service Incident Announcement

Time:

An incident was declared today at 09:30

Incident Description:

An incident has occurred which was preventing users from accessing the eClips service.  Service has returned but may be running slower than usual.

Cause:

The cause is related to a SQL server issue that is still under investigation and actively being worked on by the Service Engineering team.

Expected Resolution Time:

The eClips service is operating but users may experience a slower than normal service.

Next Update:

Please expect the next update by 10:30

NLA eClips Service Incident: Announcement

NLA eClips Service Incident Announcement

Time:

An incident was declared today at 09:30

Incident Description:

An incident has occurred which is preventing users from accessing eClips content.

Cause:

The cause of the incident is unknown at this time.

Expected Resolution Time:

The resolution time is unknown at this time.

Next Update:

Please expect an update by 10:00

UPDATE: eClips Scheduled Maintenance

What is being done?

Changes to the way that the MyArchive service works are being deployed to the eClips database.  These changes will mean that archives are created based on organisations within the database rather than the current method of users.

Implementing these changes requires an update to the database structure, therefore a short outage of the eClips system will occur during this maintenance work.

When will this happen?

Maintenance work will commence at 7PM on Thursday May 15. 

What is the impact on the service?

eClips will be sporadically unavailable for aproximately 30 minutes from 7PM

Note:  Further notification will be sent before the maintenance work starts and when it is complete