Atlassian finally explains the cause of ongoing cloud outage

Atlassian has last but not least discovered the precise cause of an ongoing cloud products and services outage the company estimates could effect some of its consumers for up to two additional weeks.

When we initially documented on this outage, Atlassian explained to us that a regime maintenance script blocked some customers’ accessibility to their facts following “unintentionally” disabled the sites of about 400 out of its around 200,000 prospects.

Servicing script wipes hundreds of shopper web sites

Atlassian’s Main Know-how Officer Sri Viswanath shared how hundreds of buyer web-sites ended up deleted on April 5th unintentionally, triggering a months-lengthy incident the business is even now performing to address.

As he explained, the outage resulted from communication difficulties between two Atlassian teams who were doing work on deactivating the standalone legacy “Insight – Asset Management” app applied by Jira Services Administration and Jira Computer software on all client web-sites.

As an alternative of being presented the ID required to deactivate the application, the deactivation group gained the IDs for the cloud web-sites where the application was installed.

Additionally, the upkeep script they used to disable the application was introduced making use of the wrong execution mode (i.e., long lasting deletion of information rather of deletion with recoverability failsafe).

“The script was executed with the mistaken execution manner and the incorrect listing of IDs. The final result was that web pages for roughly 400 buyers were being improperly deleted,” Viswanath explained.

Atlassian cloud outage update

Virtually 50% of deleted internet sites restored

The Atlassian position website page was up to date on Thursday to say that its engineers have restored features for 49% of consumers impacted by the outage in a batch-centered method.

Atlassian at first estimated that the restoration efforts would not acquire extra than many times, confirming to BleepingComputer that this outage was not the outcome of a cyberattack.

Having said that, before this 7 days, the enterprise exposed in email messages despatched to afflicted shoppers that restoring the sites of all impacted users will probable choose up to two extra months.

“We are restoring impacted shoppers determined by a blend of multiple variables such as web page dimension, complexity, version, tenure, and numerous other variables in teams of up to 60 at a time,” the company claimed.

“The total restoration system entails our engineering groups, our buyer support groups, and our customer.”

This outage will come immediately after Atlassian announced in Oct 2020 that it will no lengthier promote licenses for on-premises products beginning February 2021, with support for previously active licenses to be discontinued 3 yrs afterwards, on February 2nd, 2024.