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Incident Archive


3/15/13 6 pm - 3/16/13 6 pm

Incident: Login through LIVE down.

End User Impact: Users directed to mywilkes.wilkes.edu portal login.


1/27/13 11am - 1/29/13 7pm

Incident: Login through MyWilkes Portal down.

End User Impact: Users directed to live.wilkes.edu login page.


1/22/13, 3:15pm - 1/23/13, 8:00am

Incident: A database in your SaaS facility is experiencing performance issues which may be impacting some clients.

End User Impact: End users may experience slow performance or issues with logging into their Learning environment.


1/15/13 - 1/21/13 - Intermittant Errors resulting in slow response times, page load errors, etc.

To our valued Desire2Learn clients,

Incident: The database incident in your SaaS facility now appears to be resolved.

End User Impact: No end user impacts.


1/15/13, 1:30 pm - Intermittant Errors! High Priority ticket submitted to D2L.


01/14/13 - 4:00 pm - Intermittant Errors

To Desire 2 Learn Clients:

Desire2Learn is aware of the performance issues experienced by your organization and SaaS, Support & Developments teams been working towards a solution. Several hotfixes have been developed and are currently in the process of being rolled out to all impacted environments. Deployment of the hotfixes are expected to be completed over the next few hours.

We sincerely apologize for the impact this disruption may have caused your organization. We will update you again when the deployments are complete.

1:33 pm: D2L shared DB is not working optimally which in turn is degrading performance. Further updates will be posted as eLearning receives them.

10:05 am: D2L has been contacted and a high priority ticket has been submitted.


Campus Community

Incident: We experienced approximately six hours of lost connectivity through our LIVE login page. Courses continued to be available through the Wilkes Portal. We will publish more details when the analysis of the event is complete.

We apologize for the inconvience.


To Desire2Learn Clients:

Incident: The D2L Network Operations Center (NOC) advises that an infrastructure event in your SaaS facility is impacting access for clients. 

End User Impact: During the timeframe below, end users may experience intermittent issues accessing or logging into their Learning Environment

Start Time: November 15, 2012 17:50 ET
End Time:  November 16, 2012 02:10 ET 

Status: SaaS Operations reports that performance has stabilized and the infrastructure is operating as expected. Though they will continue to monitor performance closely, this incident is now resolved. 

We sincerely apologize for the impact the disruption this may have caused your organization.


To Desire2Learn Clients:

Incident: The D2L Network Operations Center (NOC) advises that a database event in your SaaS facility is impacting access for clients.

End User Impact: End users will not be able to access their Learning Environment.

Start Time: October 27, 2012 07:15ET

End Time: October 27, 2012 07:50ET

Status: SaaS Operations has cleared the database issue and it is back online. Technical teams have verified that client sites are accessible.

We sincerely apologize for the impact the disruption this may have caused your organization.


To Desire2Learn clients:

Incident: The D2L Network Operations Center (NOC) advises that an external network event is impacting our SaaS facility. The impacted network is upstream from our facility and our SaaS vendor is working with the network vendor to restore service. All Desire2Learn sites are online. 

End User Impact: End users should now be able to access their Learning Environment 

Start Time: October 25, 2012 2:36 ET
End Time:  October 25, 2012 8:32 ET 

Status: SaaS Operations reports that the network vendor has resolved the issue. Desire2Learn monitoring has cleared. All Desire2Learn sites should now be accessible. 

We sincerely apologize for the impact the disruption this may have caused your organization.

Desire2Learn Customer Service & Support

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To Desire2Learn clients:

Description

An emergency maintenance window is required overnight tonight for SaaS Operations to perform database cluster maintenance to support our system high availability commitments.

During this window the team will be modifying server software networking configurations. They will focus on one database node at a time, so there is not expected to be any interruption to your Learning Environment access.

Start Time of Maintenance window: September 27, 2012 04:00 ET
End Time of Maintenance Window: September 27, 2012 06:00 ET


Incident: The D2L Network Operations Center (NOC) advises that a database event in the SaaS facility is impacting access for clients. 

Start Time: September 23, 2012 03:07 ET
End Time:  September 23, 2012 04:25 ET

Start Time: September 23, 2012 12:39 ET
End Time:  September 23, 2012 ~13:45 ET

Start Time: September 23, 2012 14:52 ET
End Time:  September 23, 2012 ~15:05 ET

Status:  SaaS Operations advises that the database has been stabilized and the incident is considered resolved.

We sincerely apologize for the impact the disruption this may have caused your organization.


Desire2Learn Customer Service & Support

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help desk Help Desk

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web.wilkes.edu/elearning/contact

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