P. Nordqvist Posted September 6, 2018 Share Posted September 6, 2018 Hi, Currently no of our users (admin as well) cannot login to Hornbill. When trying to login we get the error message: The status check from the support page looks good: This impact both the live, service and admin pages. Please support as soon as possible. Kind Regards Per Link to comment Share on other sites More sharing options...
Ryan Posted September 6, 2018 Share Posted September 6, 2018 Hi @P. Nordqvist, Are you able to raise a Request via the webform for a member of the Customer Success Team to investigate You can raise a Request via our webform through the following URL: https://www.hornbill.com/support/?request/ Thanks, Ryan Link to comment Share on other sites More sharing options...
P. Nordqvist Posted September 6, 2018 Author Share Posted September 6, 2018 No I cannot, we don't have such a support contract. Link to comment Share on other sites More sharing options...
TrevorKillick Posted September 6, 2018 Share Posted September 6, 2018 @P. Nordqvist Apologies for this we have identified the cause and are working to fix the issue ASAP, I will update you as soon as we have a resolution. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
TrevorKillick Posted September 6, 2018 Share Posted September 6, 2018 @P. Nordqvist Can you try logging in again now, please? Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Victor Posted September 6, 2018 Share Posted September 6, 2018 @P. Nordqvist - firstly, apologies for the service disruption which occurred in your instance this morning. We have conducted an RCA for this issue and our conclusion is the following: Last night, following an unhandled operating system crash on the server where your instance processes were running, a file continuing the sequence status information for an auto sequence that is used for session creation was corrupt, preventing new sessions from being created. Every time we write this file we back up the previous version, this turned out to be corrupt also demonstrated there is a problem with our implementation that manages writing this file to disk. We do not expect the operating system to fail in this way and we do not have a specific indication yet as to why it failed in the way it did. The investigations are ongoing as we do the following things Monitor this with more scrutiny and extended logging to capture more information should this event occur again. We are reviewing the code that deals with writing the autoval state file to see if we can make this more resilient to such an OS failure in the future We are improving the error reporting to make it easier to find the problem should it ever re-occur. Link to comment Share on other sites More sharing options...
P. Nordqvist Posted September 7, 2018 Author Share Posted September 7, 2018 @Victor Thanks for the explanation! Link to comment Share on other sites More sharing options...
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