Recent e-book purchase are not uploaded on My.Vivlio cloud portal

Incident Report for Vivlio

Postmortem

Date

10 Janvier 2023 / 10th of January 2023

Aperçu / Overview

L'imports sur le cloud My Vivlio, de livres récement achetés était indisponible le 10/01/23 entre 10.20 et 13.00.

My Vivlio Cloud portal uploads for new e-books orders were unavailable between 10:20 AM to 01:00 PM.‌‌

Ce qui s’est passé / What Happened

Nous avons lancé une migration pour l’un de nos client. Chaque livres migrés étaient d’une taille trop importante (entre 400MB et 1,5G0). L’import a rapidement rempli la file d’import. Notre serveur n'était plus en mesure d’accepter de nouveaux fichiers.

We started a catch-up for one of our client. Each ebooks uploads has a huge size between 400MB and 1.5GB approximately.

It quickly filled the server’s disk, and triggered the impossibility for the server to accept new files.

Impact

L’import de nouveaux ebook sur le cloud n'était pas disponible entre 10.20 et 13.00 le 10/01/23

Cloud uploads for new e-books orders were unavailable between 10:20 AM to 01:00 PM.‌‌

End users were not able to find their recent e-books purchases to My Vivlio cloud portal.

Déroulé / Timeline

Temps / Time (CET) Evènement / Event 10.20 Time of technical failure 10.53 Time of failure detection 11.38 Time of correction deployment 13.00 Time of complete resolution

‌

Ce qui a bien fonctionné / What Went Well

L'équipe Vivlio a réagit rapidement / Vivlio team reacted quickly

Ce qui n’a pas bien fonctionné ? What Didn't Go So Well

Vivlio n’a pas réussi à rapidement stopper les uploads en erreurs / Vivlio failed to quickly and efficiently stop the uploads
La consommation de l’espace disk n’a pas été gérée éfficadement / The disk space consumption issue was not prioritized and handled efficiently

Qu’a-t-il été fait pour informer nos clients finaux ? What have been done to inform End users (B2C) impacted ?

Une page d’incident a été créée à 11.04 et mise à jour régulièrement / An incident was created on Status page at 11.04AM, status page was updated frequently.

Action / Action Items

Vivlio doit tester au préalable avec des échantillons d’import / Vivlio must test uploads with small samples first
Notre fournisseur va ajouter une alerte / Our supplier must add a disk space consumption indicator in their dashboard

Posted Jan 17, 2023 - 10:50 CET

Resolved

This incident has been resolved.

Posted Jan 10, 2023 - 14:13 CET

Update

Incident is over at 13.16PM.

Posted Jan 10, 2023 - 13:31 CET

Update

All service is back to normal. End user can find their recent ebook purchase on their My Vivlio cloud portal.
Incident is over.

Posted Jan 10, 2023 - 13:30 CET

Update

Potential impact on all e-books purchases. Some recent e-book purchases are not available on My Vivlio cloud portal for end users.

Posted Jan 10, 2023 - 12:12 CET

Update

Les nouveaux achats sont maintenant disponibles dans le cloud des utilisateurs.

Un rattrapage est en cours pour les achats d'ebooks effectués entre 10.30 et 11.30 ce jour.

====

All new e-book purchases are now well upload and available for end users.

Ebook purchases between 10.30AM to 11.30AM are still not available for end users. A catch-up is currently in progress.

Posted Jan 10, 2023 - 11:42 CET

Investigating

Since 10.00AM this morning, Recent e-book purchases are nos uploaded on My Vivlio cloud portal.
End users are not able to find and get access to their recent e-book purchases.

We are currently investigating this issue.

Posted Jan 10, 2023 - 11:04 CET

This incident affected: Application (Website my.vivlio.com, Mobile Application, Desktop Application, Ereader Device).