RAMP System Down

February 04, 2025 10:32 a.m.
Outage category: 
Applications
Location: 
All RAMP Users
Status: 
Closed
Resolved alert: 
01/22/2025 8:10 am

Users unable to access the RAMP system; unable to log in from ramp.gmu.edu.  All RAMP modules were impacted.

Initial symptoms: 

No users were able to log into RAMP.

Duration: 
01/21/2025 2:06 pm - 01/22/2025 8:10 am
Impact to Mason: 

No users were able to log into RAMP.

Affected Services: 
RAMP (Research Administration Management Portal) System
ROOT CAUSE ANALYSIS
Cause: 

Huron and their partners, Amazon (AWS) and VMWare/Broadcom, determined there was an issue with AWS. Huron reported:
• AWS has been able to reproduce the issue
• The outage was related to an infrastructure change AWS applied
• This issue only impacted Huron
• The infrastructure change was rolled back which restored connectivity
• This change will not be reapplied until an approach is in place and tested to preclude loss of connection, and a mutually agreed time is scheduled between AWS and Huron

Resolution: 

Huron and their partners, Amazon (AWS) and VMWare/Broadcom, determined there was an issue with AWS. Huron reported:
• AWS has been able to reproduce the issue
• The outage was related to an infrastructure change AWS applied
• This issue only impacted Huron
• The infrastructure change was rolled back which restored connectivity
• This change will not be reapplied until an approach is in place and tested to preclude loss of connection, and a mutually agreed time is scheduled between AWS and Huron

Prevention: 

Huron and their partners, Amazon (AWS) and VMWare/Broadcom, determined there was an issue with AWS. Huron reported:
• AWS has been able to reproduce the issue
• The outage was related to an infrastructure change AWS applied
• This issue only impacted Huron
• The infrastructure change was rolled back which restored connectivity
• This change will not be reapplied until an approach is in place and tested to preclude loss of connection, and a mutually agreed time is scheduled between AWS and Huron

STATISTICS
Service Team: 
Vendor