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<p class="MsoNormal">Hi all – please see below for the root cause analysis related to the February 3<sup>rd</sup> Recruiter connectivity interruption.<o:p></o:p></p>
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<p class="MsoNormal" style="line-height:115%"><a href="http://app.learn.ellucian.com/e/er?utm_campaign=201301%20Global%20Inspire%20Awards%20Email%20ADD&utm_medium=email&utm_source=Eloqua&s=1855015449&lid=10&elq=e8c900450bcb466eb9e980e5be646947" title=""Ellucian" "><span style="font-size:12.0pt;line-height:115%;font-family:"Times New Roman",serif;color:blue;text-decoration:none"><img border="0" width="989" height="183" id="_x0000_i1035" src="cid:image013.jpg@01D07DE8.305C62B0"></span></a><span style="font-size:12.0pt;line-height:115%;font-family:"Times New Roman",serif"><o:p></o:p></span></p>
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<b><span style="font-size:13.5pt;font-family:"Arial",sans-serif;color:#780C51"><br>
ELLUCIAN CLOUD SERVICES DATA CENTER</span></b><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"><br>
<br>
</span><b><span style="font-family:"Arial",sans-serif;color:#780C51">Root Cause Analysis</span></b><b><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#780C51"><o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif;color:#780C51"><o:p> </o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif;color:#780C51">Incident Date:
</span></b><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">2/3/15 9:30 a.m. (EST) – 2/3/15 5:15 p.m. (EST)<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">
<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif;color:#780C51">Confidentiality<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">Distribution of this document is limited. Access should only be granted to those with a business related need-to-know. If you have any
questions pertaining to the distribution of this document, please contact your Engagement Manager.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:6.0pt;line-height:13.5pt"><b><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#780C51"><o:p> </o:p></span></b></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:13.5pt"><b><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#780C51">Issue Summary/Time Frame<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">2/3/15 9:30 a.m. (EST) – 2/3/15 5:15 p.m. (EST):<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">On 2/3/15, at
<b>9:30 a.m. (EST) </b>Ellucian received the following Recruiter connectivity alert: “No connection could be made because the target machine actively refused it at 149.24.114.115:80.” Technical teams were engaged to troubleshoot and determine the source of
the issue.<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" align="center" style="text-align:center;line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">The following troubleshooting steps were implemented:<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">9:30 a.m. (EST) -
</span></b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">A quick Telnet 149.24.114.115 to port 80 identified that the port was blocked. Since all communication should have been going over port 443, initial investigation focused
why port 80 was unreachable.<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">9:30 a.m. (EST) – 10:00 a.m. (EST) –
</span></b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">Additional error messages were reported by more clients.<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">10:00 a.m. (EST) –
</span></b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">Incident was<b>
</b>escalated to global investigation.<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">10:00 a.m. (EST) -
</span></b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">The infrastructure team was engaged along with Dimension Data. Dimension Data reopened port 80 to the ADFS Load Balancer.
<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">1:15 p.m. (EST)</span></b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"> – Determined CRM Application
was impacted (not just the WFE sites). <o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">1:15 p.m. (EST)</span></b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"> - Reviewed Server Logs,
CRM Logs, IIS Logs on the 20+ server deployment in AWS. With port 80 open, we restarted the ADFS Services enabling the claim to be reestablished. This appeared to mitigate the issue. After testing the system with positive results, Ellucian issued a client
communication that the issue had been resolved. <o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">2:00 p.m. (EST) - 3:00 p.m. (EST) –
</span></b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">The issue reoccurred.<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">3:00 p.m. (EST)</span></b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"> – Review of server logs
did not identify the issue. Started review of other possible blocked ports. Contacted Dimension Data for health check from Load Balancer. Dimension Data indicated that a health check had not been established.
<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">4:00 p.m. (EST)
</span></b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">– Still experiencing sporadic issues, we began removing servers from the configuration to see if we could narrow the scope of the issue. Technicians forced all ADFS traffic
to the secondary server, which seemed to fix the issue. The issue reappeared within 15 minutes.
<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">4:30 p.m. (EST)</span></b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"> – Forced all communication
to the Primary ADFS server, which stabilized most clients. Two-three clients were still experiencing issue. We attributed the error to caching.
<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">5:15 p.m. (EST)</span></b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"> –The secondary ADFS and
Proxy servers could not ping the Primary ADFS server. Technicians looked in ad.admin for Primary ADFS server and there was nothing there. The Secondary ADFS server was there. Technician added an A record for Primary ADFS server then flushed the DNS on all
four ADFS servers. Technicians restarted the ADFS Service. Elluciancloud.com records were pinged to both the Primary and Secondary server and both were functional.<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">Follow up with clients indicated issues had been resolved. Solutions were tested against multiple clients through multiple browsers,
and against the WFE and CRM URLs. We were unable to duplicate error.<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:13.5pt"><b><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#780C51">NOTE:
</span></b><i><span style="font-size:10.5pt;font-family:"Arial",sans-serif">Not all clients were impacted by connectivity issues.</span></i><b><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#780C51"><o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:13.5pt"><b><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#780C51">Resolution<o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:13.5pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif">Added the Primary ADFS server to internal DNS and opened port 80 to the ADFS Load Balancer.<b><o:p></o:p></b></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif;color:#780C51">Root Cause</span></b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif;color:black;background:#E2E2E2">Although
connectivity was restored, Ellucian created a problem ticket <b>(</b></span><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">PRB00050697)<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif;color:black;background:#E2E2E2">to investigate the root cause:<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif;color:black;background:#E2E2E2"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif;background:#E2E2E2"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in;line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">At the time of the incident, Ellucian was migrating multiple clients to an upgraded application platform, which involved
a number of necessary firewall port changes. During the course of those changes, a port was inadvertently blocked. Additionally, a backup port was not available at the application level to accommodate data traffic.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in;line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif">
<b>Corrective Actions:<o:p></o:p></b></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoListParagraph" style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:71.5pt;text-indent:-.5in;line-height:13.5pt;mso-list:l0 level1 lfo1">
<![if !supportLists]><span style="font-size:10.5pt;font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-size:10.5pt;font-family:"Arial",sans-serif">Added the Primary ADFS server to internal DNS.
<b><o:p></o:p></b></span></p>
<p class="MsoListParagraph" style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:71.5pt;text-indent:-.5in;line-height:13.5pt;mso-list:l0 level1 lfo1">
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</span></span></span><![endif]><span style="font-size:10.5pt;font-family:"Arial",sans-serif">Opened port 80 to the ADFS Load Balancer.<b><o:p></o:p></b></span></p>
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</span></span></span><![endif]><span style="font-size:10.5pt;font-family:"Arial",sans-serif">Application level changes have been made to allow for an alternate port, alleviating data traffic conditions.<b><o:p></o:p></b></span></p>
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</span></span></span><![endif]><span style="font-size:10.5pt;font-family:"Arial",sans-serif">Ellucian has reviewed our port blocking procedures with our vendor to help mitigate errors when managing access to ports.<b><o:p></o:p></b></span></p>
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<p class="MsoNormal">Feel free to reach out to me directly with any questions.<o:p></o:p></p>
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<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black">Trent Schneider, PMP | Engagement Manager |
</span><span style="font-size:12.0pt;font-family:"Arial",sans-serif;color:#391651">ellucian</span><span style="font-size:6.0pt;font-family:"Arial",sans-serif;color:#391651">®</span><span style="font-family:"Arial",sans-serif">
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