[Faccus] [UW-RT #271000] Update 10:45 am: Status of LEARN - site unavailable

Centre for Extended Learning General celgen at uwaterloo.ca
Thu Jan 31 11:40:15 EST 2013

Thu Jan 31 11:40:14 2013: Request 271000 was acted upon.
Transaction: Ticket created by chappell
       Queue: ExtendedLearning
     Subject: Update 10:45 am: Status of LEARN - site unavailable
       Owner: Nobody
  Requestors: andrea.chappell at uwaterloo.ca
      Status: new
 Ticket <URL: https://rt.uwaterloo.ca/Ticket/Display.html?id=271000 >

[Thu., Jan. 31, 10:45am]
The latest news indicates that other clients are also experiencing the
slowness, and that specific clients (and we don't yet know if we are one
of them) will have data migrated to a different storage device. Later I
will send an update from a phone call Dave Wallace and I had with some D2L
executives. We will have short calls with the Deans over lunch hour to
discuss the situation.

> [Thu., Jan. 31, 8:55am]
> Hello again,
> We reported to D2L the HTTP 500 errors and also that our system was very
slow. They know there is a problem and were working on it. We agreed it
was better to have the system unavailable than run with those problems.
> do not have a recovery time as yet, sorry.
> Andrea
>> [Thu., Jan. 31, D2L 7:45am update]
>> Hello,
>> Desire2Learn made our system available again and said we can "assume that
>> all work has been completed and that we have finished our verification
testing of your site". However, the support team is seeing errors (HTTP
500) and has had reports of problems logging in by students and faculty
members. The system is very slow. We will be talking to D2L about this
>> we will keep you updated as soon as we know more.
>> Andrea
>>> [Thu., Jan. 31, D2L 4:25am update]
>>> Hello,
>>> D2L sent an update at midnight, indicating that the process they had
anticipated finishing by then was 98% done, and that once it
>>> they would start verification.
>>> At 4:25am the update indicates a 2-3 hour process needed. It is a bit
confusing as to what this process is, except that it involves
>>> of
>>> our data and files to the new configuration. They will provide a further
>>> status update upon completion, which could be 6:30 - 7:30am based on
>>> estimate.
>>> Andrea
>>>> [Wed. Jan. 30, 10:00pm update]
>>>> Hello,
>>>> The latest message from D2L, at 10:12pm, says they still expect to have
>>>> the recovery by midnight. They have mentioned the need for
>>>> verification
>>>> but have not indicated how long that might take. They have said they'll
>>>> take off the "maintenance" message when the recovery and verification is
>>>> complete. I assume that means they will remove the redirect then.
Questions are arising individually about what will happen with
>>>> and tests. I think instructors are altering due dates for
>>>> but
>>>> mid-terms are likely more difficult. Hopefully instructors will post
announcements in their courses to indicate any changes, so student
>>>> those as the system is back up.
>>>> Next update is at midnight and I may not be awake for that!
>>>> Andrea
>>>>> [Wed. Jan. 30, 5:45pm update]
>>>>> Hello,
>>>>> The changes anticipated to be complete by 6:00pm are not complete. The
>>>> revised finish time is estimated for between 10:00pm and midnight,
followed by a verification process.
>>>>> The Waterloo LEARN system remains inaccessible during this time. Access
>>>> to
>>>>> the barely responsive system created many more problems for our faculty
>>>> and students (long wait times to access the system, if at all,
>>>>> interruptions to most course functions making those functions unusable,
>>>> inability to access files, etc.).
>>>>> We expect the next update at about 10pm. At this time the system has
>>>> for
>>>>> 27 hours. We will be seeking detailed explanations from D2L, as well as
>>>> their actions to prevent this from happening again.
>>>>> Andrea
>>>>>> [Wed. Jan. 30, 3:30pm update]
>>>>>> Hello,
>>>>>> The message from D2L remains the same, that the expected up-time is
>>>> 6pm.
>>>>> Thanks to Pat Lafranier for enlisting the help of Jonathan Woodcock to
>>>>> put
>>>>>> for now a "Help with LEARN" button on the pathways pages on the
>>>> Waterloo
>>>>> website, to point to our LEARN update page, maintained by Daspina
>>>>>> https://uwaterloo.ca/learn-help/
>>>>>> Our next update from D2L is expected at 6pm and I will send a message
>>>>> again then.
>>>>>> Andrea
>>>>>>> [Wed. Jan. 30, 12:30pm update]
>>>>>>> (Apologies if you receive a second copy of this message. There
>>>> appeared
>>>>>> to
>>>>>>> be a problem when I sent it the first time, and I want to make
>>>>>>> it
>>>>>> gets out.)
>>>>>>> Hello all,
>>>>>>> I'm afraid the news is not good. D2L reports that they have received
>>>>> new
>>>>>> devices at the hosted site, to fix the problem. There were to be
>>>>> configuration changes expected to finish at noon which have not
>>>>>> completed.
>>>>>>> They expect it to be completed by 6pm ET, which seems to imply
>>>>>>> is
>>>>>> when we will be back up. Our next update from D2L will be at
>>>>> Unless we hear anything more before then, that will be the time of our
>>>> next update.
>>>>>>> Andrea
>>>>>>>> Hello everyone,
>>>>>>>> We asked D2L to redirect our site to a page that says the system is
>>>>>>> unavailable. We have not had an update since the message at
>>>>>>> so
>>>>>> still anticipate the system to be back by noon. We have asked that the
>>>>> redirect page provide updated information, but cannot guarantee it.
>>>>>>>> We will let you know as more information comes in.
>>>>>>>> Andrea
>>>>>>>>> Hello,
>>>>>>>>> We have heard from Desire2Learn (8:07am) and have done some testing
>>>>> of
>>>>>>>> our
>>>>>>>>> own. According to D2L, they have "partially implemented" their
>>>>>>> solution.
>>>>>>>> They caution that some sites may still see impacts. They
>>>>>>>> "anticipate
>>>>>>> steady improvement to normal performance" by noon today.
>>>>>>>>> From our tests, Waterloo LEARN seems to be very slow for login and
>>>>> for
>>>>>>>> accessing files. (At about 7am it was performing well, but is not
>>>>> now.)
>>>>>>>>> We will keep you apprised as we hear more. Our sincere apologies
>>>>>>>> this
>>>>>>>>> significant interruption. We will be pursuing detailed
>>>>>>>>> explanations
>>>>>>> from
>>>>>>>> D2L.
>>>>>>>>> Regards,
>>>>>>>>> Andrea

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