Citrix Virtual Lab Outage

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