Blackboard/myMason unavailable

Outage category: 
Blackboard
Location: 
Online
Status: 
Open
Resolved alert: 
10/07/2019 6:40 pm

Blackboard/myMason was unavailable to end users.

Initial symptoms: 

Blackboard/myMason was unavailable to end users.

Duration: 
10/07/2019 6:01 pm - 10/07/2019 6:40 pm
Impact to Mason: 

No one could access the Blackboard website.

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

A change to the DNS configuration was made by Blackboard that resulted in the misconfiguration of several internet facing Blackboard DNS zones.

Resolution: 

Once configuration of the DNS zones was corrected access to all impacted Blackboard services was restored. At no point were the actual systems/environments down, however, they were inaccessible from the internet for some time. No data loss occurred as a result of this event.

Prevention: 

Blackboard continues to review and validate staffing policies, training, and change management procedures with our infrastructure maintenance service provider

STATISTICS
Service Team: 
Online Learning Resources