Incident Summary

At approximately 12:45 p.m. on Tuesday, April 25, 2017, Information Technology Services' (ITS) QPROD service experienced a period of degraded performance due to an abnormally high CPU utilization on the database server. ITS was alerted of the issue and began investigating immediately. This initial slowness subsided by approximately 1:10 p.m. The database CPU recovered by approximately 1:40 p.m. Intermittent performance issues were periodically observed throughout the afternoon until approximately 4:30 p.m., at which time they subsided completely.

Because we recognize that interruptions of service impact institutions across the state, we are communicating this post-outage analysis of what occurred and the measures being taken to address the factors resulting in this incident.

Incident Cause

D2L technical support identified the root cause as a known bug in which an abandoned D2L server process does not terminate correctly. This process caused both server CPU and database usage to spike unpredictably throughout the course of the day and degrade overall system performance. D2L confirms this bug will be corrected with the Brightspace 10.7.0 release.

Incident Response Measures

ITS is in the process of determining the timeline for the Brightspace 10.7.0 release (including the bug fix). This will be communicated as soon as it is determined. In addition, ITS is taking steps to improve the timeliness and quality of information communicated to GeorgiaVIEW customers during events that impact their ability to access D2L.