TechnologyOne incident

File Access Service Degradation for a subset of customers / UK Region / 23B and 24A Releases

Minor Resolved View vendor source →

TechnologyOne experienced a minor incident on July 11, 2024, lasting 39m. The incident has been resolved; the full update timeline is below.

Started
Jul 11, 2024, 08:45 AM UTC
Resolved
Jul 11, 2024, 09:25 AM UTC
Duration
39m
Detected by Pingoru
Jul 11, 2024, 08:45 AM UTC

Update timeline

  1. identified Jul 11, 2024, 08:45 AM UTC

    Our team has identified a fix which is being implemented now for UK Region. We anticipate the implementation of the fix to take 15-20 minutes to complete and verify. Further updates will be provided in due course.

  2. monitoring Jul 11, 2024, 09:05 AM UTC

    A fix has been implemented successfully and error rates have returned to zero, we are continuing to monitor.

  3. resolved Jul 11, 2024, 09:25 AM UTC

    This incident has been resolved.

  4. postmortem Jul 26, 2024, 03:46 AM UTC

    **Issue Summary:** On 11/07/2024, a subset of customers based in the UK on versions 2023B and 2024A experienced a service degradation with File Access. Impacted customers were presented with an "Unexpected Error" message when accessing attachments in ECM. **Root Cause:** A configuration bug in ECM caused it to connect to an incorrect region. **Corrective Actions:** A rollback of the platform changes was executed to restore services and resume normal operations. **Preventive Measures:** A software update addressing this issue has been implemented and will be rolled out in the upcoming release \(2023B - Snapshot 675, 2024A - Snapshot 423\).