Blackboard/MyMason Login

Outage category: 
Blackboard
Location: 
All Campuses
Status: 
Closed
Resolved alert: 
10/01/2020 7:25 am

Users were unable to log into Blackboard

Initial symptoms: 

Students contacted Data Center, they were unable to log into Blackboard.

Duration: 
10/01/2020 6:53 am - 10/01/2020 7:25 am
Impact to Mason: 

Users could not log into Blackboard, and therefore could not access courses.

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

The issue was found to be a bug in Learn whereby if the SAML building block update fails, it is not retried and is left in a corrupt state.

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 upgrades will retry the building block update if it is in a corrupt state.

Prevention: 

This is a Learn bug that was fixed.

STATISTICS
Service Team: 
Online Learning Resources