Blackboard Login Unavailable

Outage category: 
myMason, Blackboard
Location: 
All Campuses
Status: 
Closed
Resolved alert: 
08/20/2020 10:45 pm

Users received an error message when trying to log into Blackboard

Initial symptoms: 

Users received an error message when trying to log into Blackboard

Duration: 
08/20/2020 9:52 pm - 08/20/2020 10:45 pm
Impact to Mason: 

Users were unable to log into Blackboard; they could not access courses

Affected Services: 
Blackboard Collaborate Ultra, Blackboard Courses, Blackboard Mobile Instructor App, Blackboard Mobile Learn, Blackboard Mobile Student App, Kaltura
ROOT CAUSE ANALYSIS
Cause: 

The issue was found to be a bug in Learn whereby Learn cannot find the X509 certificate of the Identity Provider.

Resolution: 

This bug has been resolved in release 3900.2 that will be applied to GMU’s production environment on 12/3/20. The fix is that Learn will now store the Identity Provider X509 certificate in the keystore as a backup of the certificate that can be used in the event it cannot be found in the primary location.

Prevention: 

This is a Learn bug that was fixed.

STATISTICS
Service Team: 
Online Learning Resources