Summary
On September 20, 2013 a small subset of CRM Online organizations served from North American datacenters were inaccessible. Microsoft Service Engineering team investigated and restored service. The service incident affected less than 1% of customers in the region.
Customer Impact
Impacted customers could not access their CRM Online organizations.
Incident Start Date and Time
September 20, 2013 06:45 AM PDT (UTC-7)
Date and Time Service was Restored
September 20, 2013 08:00 AM PDT (UTC-7)
Root Cause
Impacted organizations lost connectivity with their databases due to a SQL Availability Group failure. The investigation determined that the primary Availability Group (AG) was in an unhealthy state and failover did not work correctly on the secondary AG.
Next Step(s)
| Issue | Next Step | Team Owner | Timeline |
SQL Failure | CRM Service Engineering team is investigating the root cause of this failure and will work with the Microsoft SQL team to determine how we prevent it in the future. | Dynamics Service Engineering (DSE) team - CRM Online | In progress |