University of Wisconsin KnowledgeBase : Learn@UW/D2L - RESOLVED: Critical Service Outage (12:30 p.m. 4/28/16)

Disclaimer: This news item was originally posted on 2016-04-27 07:23:04. Its content may no longer be timely or accurate.

RESOLVED (12:30 a.m.) The Learn@UW/D2L service was restored at 12:30 a.m. on Thursday, April 28. The service is operating within expected parameters, though it is possible that events may occur that necessitate bringing the service back offline. This announcement will be updated if additional action is needed

UPDATE (11:30 p.m.)We are bringing campus Learn@UW sites online individually to assess the impact of changes made to the database infrastructure. Technologists from DoiT, D2L, and Microsoft will monitor the progress and this announcement will be updated after this action is completed

UPDATE (8:45 p.m.) Technologists from Microsoft and D2L continue to review the diagnostic information that was captured during the brief period when the service was brought back online. It may be likely that we will need to restore service in order to confirm whether anticipated recommended changes have the intended effect. This announcement will be updated as developments occur.

UPDATE (6:20 p.m.) Service was briefly restored for all campuses shortly after 6:00pm. Unfortunately it remains the case that performance has not returned to acceptable levels. We have again made the decision to remove the service from online status and display service outage pages. As noted previously, Microsoft engineers and infrastructure technologists have access to extended diagnostic information from this brief online period, and we are hopeful this will assist in timely diagnosis and resolution.

IMPORTANT UPDATE (5:30 p.m.) The Learn@UW service is expected to be restored at or before 6 p.m. with the provision that events may dictate that it go offline again. Additional diagnostics tools have been enabled with the guidance of Microsoft engineers. This is expected to help collect additional data concerning the source of the issue impacting the infrastructure. This announcement will be updated as the situation develops.

UPDATE (3:45 p.m.) We continue to engage with Microsoft engineers focusing on the Learn@UW database server infrastructure. As previously noted, this is of the highest severity with the vendor. We regret that an estimate as to when the service will be restored cannot be provided at this time.

UPDATE (1:45 p.m.) The effort to resolve the critical service continues. We are keenly aware of the significant impact this outage has on our teaching and learning community – particularly at this critical point in the semester.

UPDATE (11:45 a.m.) An intensive investigation remains in progress with infrastructure experts and vendor support resources fully engaged. This announcement will be updated as developments occur.

UPDATE (10:30 a.m.) Outage pages will be posted at 10:30 a.m. to allow the continued investigation of the service issue.

Update (9:45 a.m.) The ongoing investigation indicates an issue with the Learn@UW infrastructure. It is likely that users will experience slow response and/or errors (Internal Server error) when accessing or using the service.

We appreciate your patience as we work to resolve the issue.