Dynamic Forms File Upload Issue

June 30, 2023 8:35 a.m.
Outage category: 
Dynamic Forms
Location: 
All users of Dynamic Forms
Status: 
Closed
Resolved alert: 
06/29/2023 1:15 pm

We received a ticket indicating a Mason user has issue uploading a file to DF platform. Even though we were not able to duplicate it we searched DF user group and noticed 4 other universities has similar intermittent issue.

Initial symptoms: 

Intermittent issue with uploading a file or viewing an uploaded file in DF platform.

Duration: 
06/29/2023 9:41 am - 06/29/2023 1:15 pm
Impact to Mason: 

We have over 400 active forms in DF, but not all of them use the file upload feature.

Affected Services: 
Dynamic Forms
ROOT CAUSE ANALYSIS
Cause: 

The vendor has acknowledged there was an issue, but we are pending an Incident Report from them.

Resolution: 

We opened a ticket with DF support to make them aware and issued an ITS alert. Shortly after 1 pm the Mason user informed us that he is now able to upload file to DF platform. Again we tried to verify ourselves, but did not run into any issues. Shortly after 4pm we received confirmation from DF support team that they found the issue and were able to fix it quickly.

The vendor has acknowledged there was an issue, we are pending an Incident Report from them.

Prevention: 

This was an issue with the vendor system.

STATISTICS
Service Team: 
WPA