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Old 04-30-2012, 08:15 AM   #1
Frank
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Default ServiceLive Notifications and Updates

This will be the official thread to post issues and to share updates with the provider community. Please do not open any new threads about platform issues.

When posting an issue, please provide the following details;

1. Date/Time
2. What were you doing when the issue occurred?
3. What error or issue occurred
4. Screen shots

I appreciate your cooperation!
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Old 04-30-2012, 08:18 AM   #2
Frank
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Default

Update from Saturday @12:59pm

Problem:
Accessing the SL Platform externally (via public Internet) has intermittent connectivity issues or poor performance

Recent Activity:
Over last 48 hours, we’ve isolated the problem to the DMZ-based web servers or the network hardware (load balancers & firewall) within DMZ.

Over last 12 hours, we feel we’ve isolated the problem between the load balacer and the web servers.

More testing is scheduled in off-hours tonight (to minimize risk of further negative impact to end-users)

Updates:
4/27 – 2:30PM
External Web Servers have been re-cycled to clear any possible memory or NIC errors.

Testing will continue this evening in off hours to minimize further negative impact to end-users

4/28 - 12:45PM
After many hours of troubleshooting with internal teams, AT&T, and Cisco, the root cause has been identified as the Sears Load Balancer. SL and other applications have been failed over to the secondary Load Balancer and SL has been stable.

Cisco is involved still in finding root cause of Primary Load Balancer.

This issue had full attention up to senior management team and high visibility at Cisco.

HS / SL SSM Team will monitor (as usual), but with a specific focus on an re-occurance of these errors.

Network Team is monitoring the secondary load balancer for any errors.

Final Update: At this time we are seeing good performance and have verified with our support teams and several providers.
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Old 04-30-2012, 08:25 AM   #3
Kclapper
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Default

Quote:
Originally Posted by SL-Frank View Post
Update from Saturday @12:59pm

Problem:
Accessing the SL Platform externally (via public Internet) has intermittent connectivity issues or poor performance

Recent Activity:
Over last 48 hours, we’ve isolated the problem to the DMZ-based web servers or the network hardware (load balancers & firewall) within DMZ.

Over last 12 hours, we feel we’ve isolated the problem between the load balacer and the web servers.

More testing is scheduled in off-hours tonight (to minimize risk of further negative impact to end-users)

Updates:
4/27 – 2:30PM
External Web Servers have been re-cycled to clear any possible memory or NIC errors.

Testing will continue this evening in off hours to minimize further negative impact to end-users

4/28 - 12:45PM
After many hours of troubleshooting with internal teams, AT&T, and Cisco, the root cause has been identified as the Sears Load Balancer. SL and other applications have been failed over to the secondary Load Balancer and SL has been stable.

Cisco is involved still in finding root cause of Primary Load Balancer.

This issue had full attention up to senior management team and high visibility at Cisco.

HS / SL SSM Team will monitor (as usual), but with a specific focus on an re-occurance of these errors.

Network Team is monitoring the secondary load balancer for any errors.

Final Update: At this time we are seeing good performance and have verified with our support teams and several providers.
Frank- In reference to your last post prior to closing other thread....Regardless if the info from the Community or us going further got it resolved, I am glad to have an operational system this morning! I am very hopeful it maintains so that we are operate efficiently!
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Old 04-30-2012, 08:31 AM   #4
Frank
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KC,

I am happy and hopeful that this issue is resolved. Thanks for all your help!
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Old 04-30-2012, 08:45 AM   #5
streamline
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Default Wow

I have to break my silence! Closed out 7 orders and withdrew funds in 12 minutes this morning!! GREAT Job SL! Site running smooth, and did not have to refresh once! Once again, Yiiippppppeeeeeee! Nice Job SL!!!
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Old 04-30-2012, 08:59 AM   #6
Frank
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Quote:
Originally Posted by streamline View Post
I have to break my silence! Closed out 7 orders and withdrew funds in 12 minutes this morning!! GREAT Job SL! Site running smooth, and did not have to refresh once! Once again, Yiiippppppeeeeeee! Nice Job SL!!!
Thanks Eric!!! I am very happy!
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Old 04-30-2012, 04:03 PM   #7
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Default SL not responding

We ran pretty smooth throughout the day and now SL will not work. I have attached a screen shot of the page not responding.
Attached Thumbnails
Click image for larger version

Name:	SL1.jpg
Views:	218
Size:	593.6 KB
ID:	404  
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Old 04-30-2012, 04:07 PM   #8
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Default No page?

Screenshot attached
Attached Thumbnails
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Name:	SL2.jpg
Views:	222
Size:	188.9 KB
ID:	405  
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Old 04-30-2012, 05:08 PM   #9
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Default provider.servicelive.com

Here are 2 more screen shots
Attached Thumbnails
Click image for larger version

Name:	SL3.jpg
Views:	233
Size:	563.9 KB
ID:	406   Click image for larger version

Name:	SL4.jpg
Views:	238
Size:	560.6 KB
ID:	407  
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Old 04-30-2012, 06:17 PM   #10
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Kclapper, please call SL at 1-888-546-0640 and select Option #1 to report the issues you are having so that they can be looked at by the support folks. Thanks!
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