TCH Maintenance Notice Posted June 3, 2024 Posted June 3, 2024 Reason for Outage (RFO) – FAWN SHARED SERVER Incident Summary: On 06.03.2024, the Fawn server experienced an extended downtime during a planned migration to a new operating system. This document outlines the cause, impact, and corrective actions taken in response to this incident. Incident Details: Date of Incident: 06.03.2024 Duration of Outage: 07:00AM – 1230PM EST Affected Services: All hosted accounts on the shared server “Fawn” Incident Description: During the migration of our server to a new operating system, we encountered significant delays in restoring user accounts. This unexpected delay prompted our technical staff to halt the process and conduct a thorough review of the new hardware. Upon investigation, it was discovered that the RAID controller on the new hardware was faulty, which was the primary cause of the prolonged restoration time. Immediate Actions Taken: Hardware Inspection: Our technical team conducted a detailed inspection of the new hardware to identify the root cause of the delay. Paused Migration Process: Once the faulty RAID card was identified, the migration process was immediately paused to prevent further complications. Fault Identification: The RAID controller on the new hardware was identified as faulty. Service Restoration: The old server was returned to service to minimize downtime and restore user access to their accounts. Impact: User Accounts: Users experienced an extended period of downtime, resulting in limited or no access to their accounts and services. Service Degradation: Temporary service degradation occurred while switching back to the old server. New Maintenance Window: Schedule New Maintenance Window: A new maintenance window will be scheduled to complete the server migration with fully functional hardware. Conclusion: We apologize for the inconvenience caused by this outage and are committed to preventing similar issues in the future. Our team is taking the necessary steps to ensure a smooth and efficient migration process during the next scheduled maintenance window. Thank you for your understanding 1
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