The Outage

Learn how the services stopped working, the timing of different activities that were occuring, and try to read log files to identify the cause of the problem.

Services stopped

At about 2:30 a.m., all the check-in kiosks went red on the monitoring console. Every single one, everywhere in the country, stopped servicing requests at the same time.

Red signals

A few minutes later, the IVR servers went red too. Not exactly panic time, but pretty close, because 2:30 a.m. Pacific time is 5:30 a.m. Eastern time, which is prime time for commuter flight check-in on the Eastern seaboard. The operations center immediately opened a Severity 1 case and got the local team on a conference call.

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