Date of Incident: 02/28/2019
Time/Date Incident Started: 02/28/2019, 6:30 am EST
Time/Date Stability Restored: 02/28/2019, 10:25 am EST
Time/Date Incident Resolved: 02/28/2019, 10:25 am EST
Users Impacted: Fixxbook users logging in via URL: fixxbook.com
Following the issue on 2/20, we have rolled back changes that day related to URL redirect until further notice. Unfortunately, the site had information stored in a cookie related to redirects and as this information expired, some users experienced an issue accessing Fixxbook today.
Root Cause Analysis:
Issue affected login for Fixxbook.com and applied to users that had redirect information expiring today or have not visited the site in a long time.
This incident was related to the original issue reported on 2/20 and was not introduced by further code changes.
The team today moved forward with moving fixxbook to the new domain and making the necessary changes in all places to finalize this move.
As a work-around, impacted users were directed to use the alternate URL https://fixxbook.servicechannel.com/Home/Login
In addition, cached items were flushed so no further caching problems would occur.
The new changes were deployed at 10:25 am EST
Fixxbook login, SSO and all related links were tested successfully.
We have finalized this one time change and resolved for all users.
Our recent actions from 2/20 allowed us to troubleshoot and fix this issue in a shorter time frame and we continue to improve our processes.