Gurobi Optimization experienced a major incident on December 4, 2019 affecting Gurobi User Portal, lasting 2h 2m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 04, 2019, 03:20 PM UTC
We are investigating issues related to the Gurobi Cloud Account server.
- resolved Dec 04, 2019, 05:23 PM UTC
This incident has been resolved.
- postmortem Dec 04, 2019, 05:31 PM UTC
About 14:20 UTC on 2019-12-04, the Gurobi account and cloud billing system stopped responding. Gurobi IT staff were alerted immediately, who contacted Amazon Web Services \(AWS\) for emergency assistance. The root cause was slow EFS \(NFS\) performance, which caused the web server to timeout. We restored service by temporarily switching to a local backup filesystem. Gurobi Cloud is designed with redundancy throughout, and it’s ironic that this outage was caused by a performance issue with a fault-tolerant system. We have opened a second support case with AWS to fix the file system performance and restore redundant servers. We apologize for any inconvenience and thank you for your business.