TechnologyOne incident
Unable to access Ci for a subset of customers / ANZ Region / 2023B & 2024A Release
TechnologyOne experienced a notice incident on July 25, 2024 affecting Ci in the Cloud, lasting 3h 43m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring Jul 25, 2024, 12:43 AM UTC
Our team is troubleshooting an issue impacting Ci Access for ANZ Region across 2023B and 2024A customers. Customers impacted by this incident would be presented with a 404 or 504 Errors. We have implemented a fix and recommend affected users to close CI and log out of CiA session. Clear browser cache and cookies and to try again.
- resolved Jul 25, 2024, 04:27 AM UTC
After 4 hours monitoring this incident is now resolved. We will undertake a Post Incident Review and findings will be posted here on completion. We apologise for how you and your business may have been affected by this incident.
- postmortem Jul 25, 2024, 04:32 AM UTC
**Issue Summary** On 25/07/2024, a subset of users were unable to successfully connect to Ci services and was presented with a 404 or 504 Errors **Root Cause Analysis** The incident was triggered by a third-party software update release that led to affected servers rejecting new login requests. This issue had a flow-on effect on the remaining stable servers increased beyond their capacity, leading to additional service disruptions. #### **Corrective Actions** 1. The servers that were rejecting login requests were replaced to restore service functionality. 2. A dedicated patch was developed and deployed across all impacted servers to address the underlying issue caused by the third-party software update. #### **Preventive Measures** Workshops for third-party update deployments are currently being conducted to develop a strategy that ensures customer stabilization