Citrix Virtual Lab Outage
June 28, 2021 2:18 p.m.Outage category:
Virtual Computing Library (VCL)
Location:
All users of Citrix Virtual Labs
Status:
Closed
Resolved alert:
06/28/2021 1:26 pm
Users were either unable to access the Citrix Virtual Lab Storefront (mymasonapps.gmu.edu) or receiving “Resource Unavailable” error message when attempting to launch a desktop.
Initial symptoms:
Engineers were working on the system when all VMs instantly became unavailable.
Duration:
06/28/2021 11:12 am - 06/28/2021 1:26 pm
Impact to Mason:
Users may not have been able to remotely access educational lab software.
Affected Services:
Citrix Virtual Lab
ROOT CAUSE ANALYSIS
Cause:
Onsite engineers troubleshooting a hardware problem accidentally unplugged power to the entire cluster.
Resolution:
Plug was returned and power restored. Citrix Infrastructure was brought back online and all resources verified online.
Prevention:
All engineers working on hardware need to verify any cables\plugs before removal.
STATISTICS
Service Team:
CC&SO, Advanced Technologies, Computing Services