At Bastian Solutions, we continually strive to provide superb customer service at the highest standard, and not only reactive but proactive support. Transparency is a key component in helping achieve this objective and with that in mind, we are providing a full root cause analysis for the disruptions in service on November 30th , 2023 described below.
12:50:00 AM EST
The client notified Bastian that they were unable to access exacta touch on all Ports.
01:00:00 AM EST
Bastian initiated an investigation into the issue on multiple fronts. We encountered difficulties pinging the workstations and establishing connections via TV. Event viewer logs revealed pervasive challenges associated with a network instance problem. The site was unable to ping the Exacta VM server from the workstations. Furthermore, DNS lookups within the Exacta VM were unsuccessful.
After exploring various avenues, Bastian found no issues with the software. Moreover, we are currently engaged in a phone conversation with Danny, coordinating efforts to involve IT in examining specific areas.
01:30:00 AM EST
Puma IT team intervened and discovered that the server was unable to establish connections beyond its own subnet. Subsequently, they relocated it to the other Hyper-V host.
The server was unable to connect to anything outside of its own subnet.
Once Puma IT manager moved the VM to the other hyper v host we could ping the workstations, load portal and log in. At this point nothing was done from Bastian to resolve this issue. Puma IT team resolved the issue by relocating the VM to the other hyper v host.
Next Steps and Preventive Actions:
Puma IT and network team to identify why the other hyper v host was preventing the exacta vm from connecting to anything outside of its own subnet to prevent the recurrence of similar issues in the future.
Our commitment to you:
Bastian Solutions understands the impact of the disruption that occurred and affected operations for your organization. It is our primary objective in providing our clients with superb customer service and we assure you we're taking the required preventative measures to prevent reoccurrence.