IRIS experienced a major incident on June 14, 2023 affecting POS, lasting 18h 37m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 14, 2023, 01:30 PM UTC
We are currently experiencing an issue with POS services to Starwood Legacy properties. Our engineering team are investigating, and have identified an issue with the EMC operator record, and have the GPOS team investigating the cause of the issue. Guests will receive the following message when trying to place an order ‘Payment Error’, Sorry something has gone wrong… Services affected: Mobile dining services for Starwood legacy properties with POS integrated outlets. Workaround: None, Properties are advised to disable the ordering feature during this period until the problem is resolved Next update: 15:30
- identified Jun 14, 2023, 01:30 PM UTC
The issue has been identified and a fix is being implemented.
- investigating Jun 14, 2023, 01:31 PM UTC
We are currently investigating this issue.
- identified Jun 14, 2023, 02:05 PM UTC
The issue has been identified by Oracle, where the Operator record had been accidentally removed. Oracle are now working on restoring the record to restore the service to each of the affected properties. This will take some time to process. Thank you, IRIS Support
- identified Jun 14, 2023, 08:06 PM UTC
All impacted properties have had the employee record restored and normal ordering should be resumed. The Oracle team are continuing work to restore the Autofire service, which provides timings for future orders. This should be completed in the next couple of hours. IRIS Support
- resolved Jun 15, 2023, 08:07 AM UTC
Oracle have added back all user profiles opting for Mobile dining and fixed the future-scheduled order issue for all the potentially impacted restaurants/outlets of legacy Starwood properties to restore normal service. Thank you for your patience while this issue was resolved IRIS Support