Summary
On Wednesday, 26 November 2014, at approximately 06:15 AM PST some customers in the North American region may have experienced an inability to sign-in to their CRM Online Organization(s). The incident was discovered through internal monitoring and mitigated using documented procedures by Dynamics Service Engineering. The service was fully restored by 07:36 APM PST. This issue affected <10% of CRM Online customers hosted in the region.
Customer Impact
Some North American customers received 404 errors and were unable to access their organizations for the duration of 1 hours and 21 minutes. There was no impact to customers in the EMEA or the Asia Pacific region.
Incident Start Date and Time
Wednesday, 26 November at 06:15 AM PST
Date and Time Service was Restored
Wednesday, 26 November at 07:36 AM PST
Root Cause
Non-yielding scheduler error on the SQL server. The cluster service was also unable to connect the SQL instance resulting in the Availability Group (AG) going into an unhealthy state and unable to failover.
Next Step(s)
Issue | Next Step | Team Owner | Timeline |
Root Cause Analysis (RCA) | Additional investigation of available information is occurring to assist with identifying root cause | Microsoft Dynamics CRM Online Service Engineering | December 5 |
Monitoring - CRM Online
| CRM Online Service Engineering to implement more robust monitoring to ensure incidents like these are better detected | Microsoft Dynamics CRM Online Service Engineering | In Progress |