Overview of Incident
On Thursday, August 15, 2024, ClassLink experienced intermittent service disruptions that affected access to LaunchPad. Many users encountered 404 and 502 errors when logging in to ClassLink. Those who were already logged in or didn’t experience login errors were less likely to be affected once they were on the platform. Our infrastructure team identified and addressed the issue, and normal performance was restored shortly thereafter.
Root Cause
The incident's root cause was linked to our Login Page API Servers, which are integral to loading the LaunchPad login page. These servers are part of our dynamic cloud architecture, designed to scale automatically by provisioning new servers as needed. On this occasion, newly provisioned servers did not initialize correctly, resulting in a lack of functionality, despite being brought online. This malfunction led to the login errors that users experienced. It’s important to note that no software updates had been deployed in the past 48 hours, and these same servers had been provisioning correctly earlier in the week.
Subsequent analysis identified the specific failure that caused the servers to incorrectly initialize. We have implemented corrective steps to ensure such a failure is automatically remedied in the future.
Timeline
- 8:05 AM EST: Initial reports of login issues were received, with users encountering intermittent 404 and 502 errors. The issue was quickly escalated internally.
- 8:07 AM EST: Our infrastructure team identified a large-scale issue affecting the Login Page API Servers.
- 8:38 AM EST: First signs of partial service restoration were noted as the login page began loading intermittently.
- 8:45 AM EST: Full restoration of login functionality was achieved, with normal login experiences confirmed.
If you have any questions or need further information, please contact us at helpdesk@classlink.com.
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