Knowledgebase Article Number

 360052035553

Description

Published July 20th, 2020, at approximately 4:30 p.m. EST. 
Last updated on July 20th, 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 July 11th, 2020 described below.

Summary:

Saturday, July 11th 2020 at 6:30 am we received a call regarding the PTL light not working. Bastian's support and Salon Centric team worked together over a period of a few hours off and on investigating and attempting to get services to start. After a second full App server reboot and digi box, link box reset the services established correctly and were able to start

Root Cause:

After further investigation  into the logs Bastian discovered errors in our EAS logs establishing a connection to User Auth service at 4:09 am. This correlates when services were stopped by the Windows update service and the system rebooted. After looking through server event logs we see that Windows updates finished installing at 4:15 am. After the server was fully up we believe it did not establish a good connection with the light controller service and the digi boxes. This may also be due to picking actively happening during this reboot. 

Next Steps and Preventive Actions:

Scheduling Windows updates with the Bastian support team or on site individuals to validate that lights and other services start successfully. And also be available to restart the Digi boxes if needed.

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.