Knowledgebase Article Number

Description

Published March 30, 2020 at approximately 4 p.m. EST. 
Last updated on March 30, 2020.

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 March 18th, 2020 described below.

Summary:

8:57 AM EST
Phillip Burress, Support Specialist I, received a call about a system down at HBC Pottsville and joined a bridge call.

9:05 AM EST
Once connected, Phillip was able to see that the database had only attempted to print one label so far during production that day.

9:10 AM EST
Phillip noticed that the AOR was not logging any data and checked drive space and saw that it was full.

9:12 AM EST
Phillip saw that Exacta Purge Log was not running on the PC and activated it. This cleared the drive space issue.

9:15 AM EST
The issue was confirmed as resolved by the HBC team onsite.

Root Cause:

The Exacta Purge Log service was set to manual startup, which meant if the server had been restarted the server, it wouldn't run without someone starting it specifically. This caused the AOR logs to fill up the drive space and communication to the database to shut down.

Resolution:

Started Exacta Purge Log service so that it could clear drive space. 

Next Steps and Preventive Actions:

• Configured the Exacta Purge Log service to “Automatic” start. The service will now start automatically after a power outage or reboot.

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.