Monday, November 18, 2013

***Resolved*** 11/18/13 Gatekeeper, ePass currently not working correctly

WHAT: Issues with the Gatekeeper registration system and the ePass tools were reported at approximately 6:40 am this morning.  Users are unable to access the network on personal devices or change passwords.

WHEN: 11/18/13

WHERE: Campus Wide

Current Status: Open

Resolved: 8:47 am -  We have re-established the ability for users to log into gatekeeper.  Unfortunately, this bug has resulted in the need for users to re-register their devices.  If you are prompted to register your device on Gatekeeper, please do so.  If you are unable to register your device, please contact the Help Desk at 253-535-7525, or stop in with your device and we can assist with registering it.  We apologize for the inconvenience, and will work hard to restore access to devices as quickly as we can.

ePass tools should be functional for all users at this point.

Original Message:  At approximately 6:40 am this morning, the Help Desk received reports of issues with Gatekeeper -- users are unable to access any network, including the Internet, via personal devices without being routed to register on Gatekeeper.  Upon logging in, users receive the error that their Username is not found in the DHCP Database. (See below for full error message)

Additionally, the ePass tools are currently not loading correctly -- users attempting to access them for password changes receive an error 500.

We are working to diagnose the issues and will post an update as soon as we have more information.  As of this post there is no evidence that the two issues are linked.

Gatekeeper Error Message:

Your username is not in the DHCP registration database.
Did you recently create your PLU ePass account?
It can take as long as 2 hours after account creation
for ePasses to work on Gatekeeper.
If this problem continues, please call the helpdesk at x7525.
Error Number: 9

Service(s) Impacted: Campus Network, ePass

Workarounds: There are no work arounds at this time

Estimated Time to Resolution or Next Update: 9 am

Root Cause / Continuous Improvement:  A hardware failure in one of our servers resulted in improper data being pushed to Gatekeeper, which impacted the registration list, causing many users to lose their registration. 

We have rolled out new code which will prevent Gatekeeper from accepting erroneous (null) data, which should stop the registration list from being impacted.  We appreciate the cooperation of the PLU community in reporting this issue to us in a timely manner and for the patience shown as we worked to diagnose and resolve the issue.  

Check for periodic updates.

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