Outage category: Applications
Location: All Mason users
Status: Closed
Resolved Alert: Tue, April 16, 2019 2:22 pm
Initial Symptoms
Initial Symptoms included groups not receiving email when ticket was assigned. Upon review, the issue was determined to not have started on Monday morning, but Friday evening when EasyVista reported an issue with the IPSEC tunnel.
Root Cause Analysis
Cause
The IPSEC tunnel dropped packets causing the firewall session to han
Resolution
Network & Security Engineering cleared the session in the firewall and restored services.
Prevention
Network & Security Engineering is currently working with the firewall vendor to determine why this happened and how to prevent it in the future.