Knowledgebase Article Number

Description

Published September 8th, 2020, at approximately 4:00 p.m. EST. 
Last updated on September 8th, 2020.

Resolution 

At Bastian Solutions, we continually strive to provide outstanding customer service, 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 September 4th, 2020.
 

Summary:

September 4th

10:24 PM EDT

Team Engaged Patrick O'Brien in regard to Light errors and AOR errors

11:07 PM  EDT

Patrick noticed that the DB server had been failed over to the DW node. Proceeded to turn off services and fail node back. After restarting services he had the team attempt to work again

Root Cause: 

Windows updates performed on primary DB node by Amway IT. Initial investigation believed that the node services were not configured to the DB server main IP and instead the single node, but after further investigation that is not the case.

Resolution:

Failed node back to the primary location and restarted services,

Next Steps and Preventive Actions:

The team will want to schedule and plan an outage to fail back over to the DW node and perform testing to further investigate what caused this issue.

Our commitment to you:

Bastian Solutions understands the impact of the downtime that occurred because of the backup management failure, which in turn affected your business processes for your organization. It is our primary objective in providing our clients with outstanding customer service and we assure you that we are taking the required preventative measures to prevent this issue from reoccurring.