Incident report: db server stuck in large operation..

On Monday June 06 2022, from approximately 11:24 UTC a group of Kolab Now users observed an error stating: “Gateway time-out” when trying to login to the webclient, the dashboard, or connect with any desktop or mobile client. The Kolab Now main page https://kolabnow.com/ and all other services (Support, blog and knowledge base) were available with no issues for these same users.

The issue lasted for about an hour, until approximately 12:19 UTC, and was caused by a db server in one of the clusters being stuck in a large operation. The issue caused troubles with the login procedure, but had no impact on the mail flow. No mail was lost or delayed during the incident.

The operations team was warned by the monitoring system about a stuck db server in the cluster, and was having hands on keyboards right away. The issue lasted for about an hour (some users in the group saw return of service earlier than others), and was caused by this db server in the cluster being stuck in a large operation.

Further investigation and action is going into reevaluating the amount of resources assigned to the db clusters and other servers for such large operations of this type.

If you were among the group of users that was impacted by this, then please accept our apologies for any inconvenience caused.