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



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