On January 10th, 2023 at approximately 7:45 AM EST, SPARC Media Hub experienced a complete Platform outage which prevented customers from accessing the workflow system. At 7:46 AM EST, SPARC Media Hub deployed a team to immediately start investigating the issue.

When customers would visit the platform, customers would see “No route to database”. Which prompted engineers to investigate the connection to our database servers.

SPARC Media Hub utilizes an internal private network which technology that significantly improves performance between servers without sacrificing security.

At 7:52 AM EST, the team identified the connection to the client application servers and the database servers were not communicating through the private network which caused the errors to appear. The team began troubleshooting steps such as restarting the servers and ensuring all software versions were up-to-date. Upon updating the private network software to the latest version, connection resumed and the platform server was restored at approximately 8:04 AM EST. The total downtown was 19 minutes.