RESOLVED: Login/Logout issues reported October 15, 2017

Update October 19: 

Our engineers were working last weekend on necessary server and operating system updates. After completing all the scheduled updates, login errors became apparent for some users. Our engineers worked to address the login errors, which were resolved by approximately 9:30 AM Eastern on October 14th.

A few hours later, some users began to experience problems that led to unexpected and repeated logouts for those users. Our engineers were able to determine the source of the logout problem which was an overload in the amount of data being cached during sessions on a critical server, and implemented an additional round of updates to that server. After those updates and restarting that server, the logout problems were also resolved, at approximately 3:30am Eastern October 16th.

In order to prevent a recurrence of these issues, Digication has made some improvements to the way we handle session data. In the future we will also be moving our session storage database to a new service, which will prevent this exact scenario from repeating, and until the move to the new service, we will be implementing better monitoring for our session server.

 

UPDATE October 16, 7:40 am EST: The problems users have been experiencing this weekend remaining logged in are believed to now be resolved. 

We are working with our engineers this morning to review the history of events and our response and will provide additional information about the duration, underlying cause and resolution as soon as possible.

 

Updated October 16, 12:15 am EST:

Dear Digication Community,

As reported earlier today, users are experiencing frequent logouts from their Digication accounts. Often the logout is occurring after only a short period of time and while an end user is editing an ePortfolio.

Our developers are continuing to investigate the cause of this issue, and are working to resolve this issue as soon as possible. Fixing this issue is the top priority at Digication at this time.

We are so sorry for the difficulty and frustration for our community!

We will be updating this post when the issue is resolved.

Kind regards,
Your friends at Digication

 

Original message:

 

Dear Digication Community,

This weekend, users have reported being repeatedly logged out after logging into their Digication accounts. 

We are so sorry for the difficulty and frustration for our community!

Our developers are aware of this issue with users being logged out of their accounts after only a short duration of being logged in. Our team is currently investigating the cause of this issue, and are working to resolve this issue as quickly as possible.

Clearing your cache and cookies may resolve the problem.

We will be updating this post when the issue is resolved. 

Kind regards,

Your friends at Digication

Have more questions? Submit a request

0 Comments

Article is closed for comments.