Summary
Several CRM Online orgs served from European datacenters were inaccessible. Internal monitoring failed to detect the issue, delaying response times. Once the Dynamics CRM online team was made aware of the issue by a support case, we quickly restored access to the affected organizations.
Customer Impact
Impacted customers could not access their CRM Online organizations.
Incident Start Date and Time
5 February 2013 1:56 PM GMT
Date and Time Service was Restored
5 February 2013 6:50 PM GMT
Root Cause
The investigation determined that a SQL Server ran out of memory and stopped serving requests. The cause of the out of memory condition is being investigated.
Next Steps
Issue | Next Step | Team Owner | Timeline |
Out of memory condition | We will be working with the SQL server team to investigate the out of memory condition and apply a fix | SQL Server team | In progress |
Monitoring | Investigate and fix availability monitoring that did not alert us to the outage | Dynamics Service Engineering (DSE) - CRM Online | In progress |