Post Mortem of Outage – Thursday 12/26/2019

Description of Outage:

At 8:00 AM ET on 12/26/2019 we identified through our morning testing that SureDesk users were unable to login when trying to login from the website so5.  Anyone attempting login would receive a message that login failed.  Users using the direct Citrix Receiver connection were able to log in.  

Outage Review:

We determined that the Netscaler was having a load balancing issue that affected the ability to receive logins through the website portal.  This was restored by 9:00 PM ET 12/26/2019.   Most users were unaffected by this issue as they login directly from the Citrix Receiver, however any Mac users or users who could not set up this method to login were affected.    

Remediation:

From the review of the incident we identified an improved process to load balance the netscaler and are implementing those improvements with Citrix engineers now to avoid a similar issue in the future.

We strive for better than 99.9% uptime and are glad to report that over the past 6 months we continue to exceed this service estimate.

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