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 August 22nd – August 23rd, 2019 described below.
 

Summary:

5:00 PM EST
The client notified Bastian that the TS Report was unaccessible. 

5:30 PM EST
Bastian restarted SSRS and the TS Report is now accessible. Bastian is investigating the root cause.

6:00 PM EST
Bastian identified the root cause and now working to identify nex steps and preventative action. 

Root Cause:

Encryption token for SSRS was corrupt. Deleted and recreated the encryption key followed by a restart of SQL Reporting Services.

Resolution:

Deleted and recreated the encryption key followed by a restart of SQL Reporting Services.

Next Steps and Preventive Actions:

Bastian will schedule a time to apply all outstanding SSRS updates.

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.