Summary

On November 6th, 2018, starting from 11:01 AM EST to 11:42 AM EST, the Customer Portal was unavailable. Users were unable to access their accounts at this time. No customer data was impacted. Service was restored at 11:42 AM EST.

Root Cause

A new server had been created with a configuration bug that prevented the customer portal from connecting to critical services. Shutting down the misconfigured server allowed the portal to recover. Going forward, we plan to enhance our infrastructure to prevent erroneous servers from impacting other traffic.

Posted 6 months ago. Nov 12, 2018 - 11:56 EST

Resolved

This incident has been resolved.

Posted 6 months ago. Nov 06, 2018 - 13:08 EST

Monitoring

A fix has been implemented and service in the Customer Portal has been restored. We will continue to monitor for issues.

Posted 6 months ago. Nov 06, 2018 - 11:46 EST

Investigating

We are currently investigating elevated error rates in the customer portal. The customer portal is unavailable at this time.

Posted 6 months ago. Nov 06, 2018 - 11:23 EST

This incident affected: Customer Portal.

Summary

Root Cause

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