Password Reset and MESA Tools slowness

September 24, 2019 2:06 p.m.
Outage category: 
Applications
Location: 
Password.gmu.edu, genericpassword.gmu.edu, and tools.gmu.edu
Status: 
Open
Resolved alert: 
09/23/2019 1:00 pm

Users experienced slowness with logging into tools.mesa.gmu.edu and errors when tryin to reset passwords at password.gmu.edu and genericpassword.gmu.edu.

Initial symptoms: 

Users trying to reset passwords were receiving error messages.

Duration: 
09/23/2019 11:00 am - 09/23/2019 1:00 pm
Impact to Mason: 

Users could not reset passwords or gain access to tools.gmu.edu.

Affected Services: 
Domain Name Server (DNS)
ROOT CAUSE ANALYSIS
Cause: 

The most likely cause was identified as a recently enabled DNS security feature, piloted by ITSO and NET. The feature was subsequently disabled. Services returned to normal around 12:30PM.

Resolution: 

Engineers continue to investigate and work with our vendors for the root cause.

Prevention: 

None determined at this time, still pending investigation.

STATISTICS