Outage category: Blackboard
Location: All Blackboard users
Status: Open
Resolved Alert:
Initial Symptoms
Users were not able to log into Blackboard or Collaborate.
Root Cause Analysis
Cause
A Blackboard Engineer remediating an unrelated issue caused the GMU production database to go offline due to human error.
Resolution
Once the database was available again and application servers could connect to it, service was restored.
Prevention
Blackboard continues to review and validate staffing policies, training, and change management procedures. Corrective action with the responsible staff has been taken by the management team. The team will continue to automate system admin activities via infrastructure as code, in order to remove the possibility of human error.