|Knowledgebase Article Number||360044541533|
|Description||Published March 9th, 2020, at approximately 9a.m. EST.
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 March 4th described below.
4:03 PM EST
4:10 PM EST
4:22 PM EST
Support specialist I reviewed the logs and saw they indicated a communications error.
5:10 PM EST
Bastian reach out to our escalation resource, Support Analyst I, at this point. After consulting with escalation. He began troubleshooting the issue in the connectship application. We did not see any errors in connectship but we did see that the connect console application was none responsive when we first attempted to start it up. After going through the console and verifying there were no errors. We restarted the connectship service to try and re-establish communications.
5:27 PM EST
Support Specialist I called the site back to have them test after restarting of connectship. The same error continued to manifest. At this point we requested a maintenance window so that a server reboot could be performed.
5:50 PM EST
6:30 PM EST
7:05 PM EST
ExactaManifest COM+ Components were corrupted and DNS issues. AutoPack was unable to resolve the server by name.
Static Manifest: Uninstalling and reinstalling the ExactaManifest COM+ Component.
AutoPack: Changed the COM+ Client to point to IP vs server name.
Next Steps and Preventive Actions:
J&N IT to investigate DNS issues.
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.