Root Cause Analysis Update for Luminate Online Networking issues

Updated information for Luminate Online networking issues experienced May 4th-6th, 2016.
On May 4th, 5th and 6th, 2016 some clients may have experienced intermittent downtime or latency when accessing their Luminate Online Site.
 
  • Blackbaud’s internal monitoring team first detected issue #7944 at 10:15 am CST
  • Internal teams took immediate action and after diagnosing the perceived issue, began a reset of impacted servers 
  • The first “all clear” was announced at 12:38 pm CST
  • Some sites reported continued occurrences of the issue at 1:01 pm CST
  • A remediation and change management plan was then put into place
  • A final “all clear” was delivered at 2:09 pm CST on 5/4/2016. 
  • Additional issues were then experienced on Thursday 5/5 at approximately 3:45pm and Friday 5/6 at 9:35 am CST
  • Investigations are under way, additional remediation plans are being executed.
  • Luminate Online is currently stable however additional monitoring and remediation plans are being executed
  • Updates will be sent to all clients as needed until a full all clear and incident report with root cause can be distributed
  • 5.15 CST update was sent to clients stating that this was a distributed denial of service (DDOS) attack. Luminate has enabled heightened monitoring to ensure stability. 
 
 
The Post Incident Report is attached to this article.
 
 
 
  Luminate PIR 7944 7064 7965.pdf

Environment

 Luminate

Was this article helpful?