At 19:27 GMT on 14th Jan, GBG’s support teams received alerts regarding the UK Hosted Proof of Concept (POC) Environment. The alert indicated high CPU Utilisation.

After initial investigations at 05:57 GMT on 15th Jan, a resolution was identified in order to handle the unusual usage level of the CPU. The Development Support team decided that promoting the server instance to a larger scale would comfortably handle it, which it did. However, the change to the larger server caused an outage of the POC platform as it was facing difficulties in connecting to its database. Manually removing the server from its domain and re-adding it restored the service. This was completed at 10:35 GMT.

It must be noted that this incident will not occur within the UK Hosted Production/Live environment. The Development team have an automated script that will add in new instances to existing domains without encountering connectivity issues.

The teams are scoping out the efforts required to apply the same script to the POC environment so this incident does not reoccur.

The root cause of the high CPU is yet to be understood by the support teams and is currently under investigation.

We express our apologies for the inconvenience your business experienced. If you require any more information, please do not hesitate to contact the GBG Helpdesk at helpdesk@gbgplc.com.