Section I: Timeline of Service Issues and Outages

Last Updated: 02/13/2014

Overview

This is a summary of service issues that caused either a disruption (i.e. significant slowness in service) or an outage during both the fall of 2012 and spring of 2013. This section also includes planned and emergency service maintenance for the D2L system that occurred during this timeframe. Note: To date, there are over 20 incidents spanning significant amounts of time.

Denoted in the right-hand column is whether a particular issue was: an outage, where D2L was unavailable for faculty and students; a service issue, where the system was not performing to full capacity; a combination of a service issue and an outage (whereby a service issue evolved into an outage); emergency maintenance; or routine, planned maintenance (reference the Issue Icon Key for icon explanation).

The two most significant outages were: 

  1. On January 16, 2013
  2. From January 29 to February 1, 2013.

Issue Icon Key

Service Outage:

Service outage icon  

Planned Maintenance:

Planned Maintenance icon

Service Issue:

Service issue icon

Emergency Maintenance:

Emergency Maintenance icon

Fall 2012 Semester

Date Service Issue or Outage Details Type of Issue
9/3/12 - 8:00 a.m. - 10:10 a.m. D2L Outage The D2L system was unavailable for students and faculty. Service outage icon
9/13/12 - 12:37 p.m. - 2:09 p.m. D2L Service Issue – System Slowness People experienced slower-than-expected response times when using the system. Service issue icon
9/13/12 - 9:20 p.m. - 9/14/12 - 2:00 a.m. D2L Service Issue – Login Issues People experienced an inability to log into the system. Service issue icon
9/17/12 - 10:41 a.m. - 6:13 p.m. D2L Service Issue then Outage Initially, people experienced slowness when accessing the system. By 10:59 a.m. the system was unavailable. It was restored at 12:07. Shortly thereafter, people experienced system slowness or an inability to log in. During this outage, the event and calendar widgets were deactivated as a step to help restore the system. Service outage iconService issue icon
9/21/12 – 6 a.m. - 6:30 a.m. D2L Emergency Maintenance D2L underwent emergency maintenance conducted by the vendor. This update was necessary to re-enable the event and calendar widgets. Emergency Maintenance icon
9/27/12 - 12:01 a.m. – 2:00 a.m. D2L Emergency Maintenance D2L underwent emergency maintenance conducted by the vendor. This maintenance was necessary to improve reliability during fault conditions. Emergency Maintenance icon
9/25/12 - 12:26 p.m. – 9/27/12 - 9:14 a.m. D2L Service Issue – System Slowness People experienced slower-than-expected response times when using the system. Service issue icon
10/13/2012 - 8:00 p.m. – 10/14/2012 - 8:00 a.m. D2L System Maintenance to Address Performance Issues D2L underwent maintenance by the vendor to address the performance and availability issues seen in the past several weeks. Emergency Maintenance icon
11/5/12 - 10:40 a.m. - 4:43 p.m. D2L Service Issue – System Slowness People experienced slowness when accessing the home page of D2L, but they could still log into the system. Service issue icon
11/10/12 - 11 p.m. - 11/11/12 - 5 a.m. D2L System Maintenance Routine system maintenance was conducted. Planned Maintenance icon
12/5/12 - 10:20 p.m. - 10:40 p.m. D2L Service Issue – Page Errors D2L was available; however, users were receiving errors when using the system and pages were not displaying properly. Service issue icon
12/8/12 – 11 p.m. – 12/9/12 - 5:35 a.m. D2L System Maintenance Routine system maintenance was conducted. Planned Maintenance icon
12/17/12 - 2:31 p.m. - 3:12 p.m. D2L Service Issue – Login Problem / Outage People could not log into the system. This problem occurred sporadically. Service outage iconService issue icon

Spring 2013 Semester

Date Service Issue or Outage Details Type of Issue
1/2/13 - 12:00 p.m. - 1/3/13 - 2:00 p.m. D2L System Upgrade The vendor implemented an upgrade to improve usability, add new functionality, and fix a number of bugs and other known issues. Planned Maintenance icon
1/12/13 - 11:00 p.m. – 1/13/13 - 5:00 a.m. D2L System Maintenance – Planned then Cancelled The vendor planned maintenance just prior to the start of classes. However, this maintenance was cancelled and not implemented. Planned Maintenance icon
1/16/13 - 10:25 a.m. - 10:10 p.m. D2L Service Issue then Outage Some people could not log into the system. Service outage iconService issue icon
1/17/13 - 9:47 a.m. - 10:41 a.m. D2L Service Issue – Login Problems / Outage Initially, people experienced slowness when accessing the system. By 10:59 a.m. the system was unavailable. It was restored at 12:07. Shortly thereafter, people experienced system slowness or an inability to log in. During this outage, the event and calendar widgets were deactivated as a step to help restore the system. Service outage iconService issue icon
1/21/13 - 6:26 p.m. - 8:48 p.m. D2L Service Issue – System Slowness People experienced slower-than-expected response times when logging into the system. Service issue icon

1/29/13 - 1:28 p.m. – 2/1/13 - 10:12 a.m.*

D2L Service Outage A D2L hosting infrastructure problem that affected CU-Boulder’s collaborative learning environment, and a quarter of the D2L company’s clients, from Jan. 29 to Feb. 1, has been attributed to a process D2L employed to migrate data to upgrade networking and storage equipment. Service outage iconService issue icon
2/17/13 - 1:30 p.m. - 9:00 p.m. D2L Service Outage D2L experienced intermittent outages, including issues uploading and downloading files to the system. Service outage iconService issue icon
3/4/13 - 10:22 a.m. - 4:36 p.m. D2L Service Issue – File Uploading / Downloading Problems A D2L infrastructure issue caused problems with uploading and downloading files within D2L. Service issue icon
3/19/13 - 10:57 a.m. - 1:25 p.m. D2L Service Issue – Logins and File Uploading / Downloading Problems A D2L infrastructure issue caused problems with certain functions including logging into the service. This issue also caused problems with uploading and downloading files. Service issue icon
4/3/13 - 10:45 a.m. - 12:13 p.m. D2L Service Issue – Uploading / Downloading Problems A D2L infrastructure issue caused problems with uploading and downloading files. D2L remained available; however some people received error messages when trying to upload or download content. Service issue icon
4/10/13 - 2:54 p.m. - 3:12 p.m. D2L Outage – Login Errors Some people experienced errors logging into the system. Service issue icon
4/13/13 – 11:00 p.m. – 5:00 a.m. D2L System Maintenance Routine system maintenance was conducted. Planned Maintenance icon
5/11/13 - 11:00 p.m. - 5/12/13 - 5:00 a.m. D2L System Maintenance Routine system maintenance was conducted. Planned Maintenance icon

* Related Service Alert remained open until 02/07/2013 - 1:19 p.m. to reflect system slowness and restoration of widgets that occurred after 02/01/2013.)

Summer 2013 Semester

Date Service Issue or Outage Details Type of Issue
6/8/13 - 11:00p.m - 6/9/13 - 5:00 a.m. D2L System Maintenance Routine system maintenance was conducted. Planned Maintenance icon
7/13/13 - 11:40 p.m - 7/14/13 - 6:11 a.m. D2L System Maintenance Routine system maintenance was conducted. Planned Maintenance icon

Note: All times are listed in Mountain Time.