Knowledgebase Article Number

Description

Published December, 17th 2019, at approximately 11 a.m. EST. 

Resolution 

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 22^nd described below.
 

Summary:

09:51 AM EST
Customer Called into Bastian Support to report a “Graceful Disconnect” error on autostore.

10:09 AM EST
After looking at old tickets and troubleshooting with customer, autostore support was brought in to take a look at the issue as well.

10:20 AM EST
Narrowed down the issue to AS Backup Service, disconnects would stop when it was disabled.

10:40 AM EST
Escalated issue to Tier 2 support for assistance.

11:30 AM EST
Autostore Support was reached out to.
Database Administrator pulled in to assist with Autostore Team troubleshooting.

12:10 AM EST
Escalated to Tier 3 for further troubleshooting and Tier 2 Tech took full control of the call.

Root Cause:

The Availability group went offline because of the security certificate expired. This caused the Availability Group to go into a critical state and the database was unable to recover. The secondary Database was removed from the Availability Group so that the Primary Database could move forward as needed.

Resolution:

The secondary Database was removed from the Availability Group so that the Primary Database could move forward as needed.

Next Steps and Preventive Actions:
The Availability Group settings need to be reviewed to ensure proper functionality.

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.