May 30, 2024 - Outage Riva Web, Canada, Europe, Australia

  • Updated

Root Cause

Summary: Users in Canada, Europe, and Australia were unable to load connections and policies in the Riva Cloud UI due to a misconfiguration during a web server update in the US data center.

Timeline:

  • May 30, 2024 - 06:55 EST: Riva Cloud Operations identified an issue impacting connections and policies in the UI for Canada, Europe, and Australia.
  • May 30, 2024 - 07:25 EST: The issue was isolated to a redirection problem from the US data center. A temporary workaround was provided to log in directly through regional URLs.
  • May 30, 2024 - 08:47 EST: The issue was resolved by correcting the misconfiguration in the US data center.

Root Cause: The misconfiguration occurred during a web server update in the US data center. The update caused a redirection issue that prevented users from being directed to the correct regional data centers.

Analysis:

  • The update process for the US data center web servers did not include proper verification of redirection functionality.
  • The lack of a clear testing procedure for redirection after server updates led to the issue impacting other regions.

Improvements Implemented:

  • We improved our testing procedures for infrastructure changes to ensure proper redirection functionality and prevent similar issues in the future.

May 30, 2024 - 0847 EST

The issue has been resolved. 

May 30, 2024 - 0725 EST

The issue has been isolated to the re-direction process from our US data center to the other regional data centers. As a temporary workaround, you can log into your Riva Cloud account directly from the regional URL your account resides in: 

If you don't know which data center your account resides on or if you are on a dedicated instance, please contact the Client Success team and they can point you in the correct direction. 

 

May 30, 2024 - 0655 EST 

Our Riva Cloud Operations team has identified an issue that is causing connections and policies to not load in the Riva Cloud UI for the Canada, Europe and Australian data centers. The team is currently investigating the cause of this issue and will post updates here as they become available. 

Note, that the the connection and policies files are present on the servers and that sync is running as expected in these data centers. 

If you have any questions or want to know the status of your specific account, please reach out to the Riva Success team here. 

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