Incident Affecting ID3global and URU Products
P1 Incident Start 05/11/2019 23:02
P1 Incident End 06/11/2019 09:30
On Tuesday 5th of November between 23:02 – 09:30 on the 6th of November you may have experienced an issue with transactions reaching our ID3global/URU platform.
The issue was caused by our one load balancers going into an error state, which caused some transactions to not reach ID3global. While the load balancer went into an error state and it did not alert the GBG support teams as it was serving the majority of customer transactions.
At 08:30am our application support team completed their daily log reviews and identified a percentage of transactions were affected. Their investigation into this identified that there was an issue with one of the load balancers on the production site. The issue meant that SOAP 1.2 transactions were not being processed. Upon determining the issue we failed over at 09:30 to our secondary site which moved customers away from the issue whilst the investigation continued.
Our remediation actions are as follows:
We currently have monitoring on our Load Balancers, however this did not identify the issue. We have identified, developed and enhanced our monitoring - Done – deployed to the platform
Vendor support ticket progressing with some remediation actions completed - Ongoing – some changes have been made but aiming for completion on the 31/01/2020.