StarRez experienced a critical incident on February 6, 2024 affecting The Housing Director Cloud Services, lasting 2d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- resolved Feb 19, 2024, 11:57 PM UTC
Customers experienced a loss of access to all Housing Director Services.THD Cloud Services Outage - February 6th 3:07 PM - February 8th 1:15 PM EST
- postmortem Feb 20, 2024, 12:01 AM UTC
**THD Cloud Services Outage - February 6th 3:07 PM - February 8th 1:15 PM EST** **Root Cause:** An update to the name server record for our root domain [adirondacksolutions.com](http://adirondacksolutions.com) unintentionally disconnected all DNS records for our THD Platform domain [datacenter.adirondacksolutions.com](http://datacenter.adirondacksolutions.com) This impacted all services hosted within the The Housing Director Platform. **Resolution:** The root cause of the issue was discovered and the name server change reverted 1.5hrs after the incident began. **Additional Information:** We have identified key process and system improvements that will prevent this from occurring in the future. This includes but is not limited to performing a complete review of our change management process for DNS, as well as adding additional layers of Peer review and approval.