TeamDynamix Issue

October 11, 2024 8:16 a.m.
Outage category: 
TeamDynamix
Location: 
Users of TeamDynamix
Status: 
Closed
Resolved alert: 
10/07/2024 10:20 am

Users were receiving an “ERR_HTTP2_PROTOCOL_ERROR” when trying to log in or pull report data.

Initial symptoms: 

Intermittent reports of users receiving an “ERR_HTTP2_PROTOCOL_ERROR” when trying to log in or pull report data.

Duration: 
10/07/2024 8:38 am - 10/07/2024 10:20 am
Impact to Mason: 

Users were intermittently unable to log in or get report data due to error.

Affected Services: 
Application Software
Other Affected Services: 
Teamdynamix
ROOT CAUSE ANALYSIS
Cause: 

From vendor:
Firewall maintenance was recently completed to prioritize HTTP/2 connections for performance purposes. Certain versions of the Google Chrome browser were having difficulty establishing connection via HTTP/2. In this scenario, browsers should fall back to HTTP/1.1, yet that was not occurring successfully for many users running Google Chrome.

Resolution: 

Given the popularity of the Google Chrome browser, TeamDynamix has disabled HTTP/2 until further analysis can be performed.

Prevention: 

Vendor is monitoring the issue.

STATISTICS
Service Team: 
ITSM Tool Core Support