Ellucian Cloud Services Outage

July 27, 2023 10:33 a.m.
Outage category: 
Banner, Patriot Web
Location: 
Integrations with Banner that use the Ethos APIs. This includes Ellucian Workflow, Blackboard and Salesforce.
Status: 
Closed
Resolved alert: 
07/17/2023 1:00 pm

Various forms in Ellucian Workflow could not retrieve or send data to Banner. Registration changes were delayed in getting to Blackboard.
Grades could not be pushed from Blackboard into Banner.

Initial symptoms: 

Workflow reported errors

Duration: 
07/17/2023 12:00 pm - 07/17/2023 1:00 pm
Impact to Mason: 

Work was delayed

Affected Services: 
Banner Admin, Patriot Web, CA/Automic, Blackboard Courses, Salesforce Support
ROOT CAUSE ANALYSIS
Cause: 

Investigation discovered that Ethos Integration services encountered response time latency and increased load due to recent updates related to audit logging. These updates resulted in non-responsive processes and a fragmented index.

Resolution: 

Resources were adjusted to mitigate the increased load and to release the non-responsive processes. The fragmented index was rebuilt and the offending portion of the update was rolled back. Ethos Integration R&D is working on a permanent fix that will be delivered as soon as possible.

Prevention: 

Ellucian engineering continues to augment monitoring systems to pre-empt similar future issues to address in advance of any customer business impact.

STATISTICS
Service Team: 
Database, Middleware and ERP support reported issue to the vendor. Ellucian resolved the issue.