Eptura Workplace Detailed Root Cause Analysis –  S1 – Unable to Upload or Download Files 

Description: 

On April 11th, 2023, we began receiving reports of an issue related to the inability to access the Copy, Upload, and Download products. Users reported errors when attempting to use these modules, specifically being directed to a page stating a "Timeout" had occurred. 

 Type of Event:  

Service Disruption 

Service/Modules Impacted: 

Copy, AutoCad, SoftSpace 

Remediation: 

Engineering has redistributed our load balancers and reset the affected part of the module, restoring access.  

Timeline: (Times are in MST) 

2:58 PM - Issue identified, Tier 2 pulls the FireAlarm. 

3:04 PM – Status update posted by the Manager. 

3:36 PM – Engineering reports they are addressing the issue and have implemented a fix. 

3:33 PM – Moved to monitoring after internal confirmation that service is operational. 

4:33 PM – Status page updated to reflect issue resolution. 

Total Duration of Event:  

28 minutes 

Root Cause Analysis: 

A server was overwhelmed with data requests, and our load balancers failed to distribute the workload effectively. The server had not been updated for a while, and the retirement of some previous services contributed to the inefficient data distribution, leading to downtime. 

Preventative Action: 

We have implemented monitoring for these servers and established a reminder to update them as needed according to our maintenance cycle.  

Thank you for your patience and understanding during this disruption and we assure you that we are dedicated to continually improving our services to better serve your needs.