Thank you for your patience this morning as our team investigated the administrative login issue. We are happy to report the issue has been resolved and we will continue to monitor the service levels of the administration login and all other core functionality of the TRAX Platform.
The incident has been tied back to our maintenance window this past weekend. The technology team worked this past weekend, Saturday - Sunday AM, during our scheduled maintenance window to avoid hours when our clients would need access to the TRAX Platform. These enhancements to our infrastructure were completed as planned and testing concluded by 3:00 AM EST on February 11th.
Early this morning, our team first began to detect failed administrator login attempts and general slowness for the platform. After careful investigation our team identified that configurations within our security appliances were incorrectly blocking some requests between the TRAX Platform and our authentication (login) services. The authentication services were failing intermittently for specific sites and users based on how their request was routed and serviced within our cloud environment for the servers.
Our team first applied changes to increase overall application performance and then resolved the login errors across the board by approximately 11:45 AM EST. We apologize for the inconvenience, we understand this is not the ideal way to start off your week or any business day.
As a result of this weekend’s project, you’ll notice a significant improvement to the page load times for your site. This is a direct result of the important work the teams performed this weekend. Our Support team is available Monday - Friday 8:00 AM - 7:00 PM EST to answer any of your questions or requests for support.
Posted Feb 12, 2018 - 16:47 EST
Investigating
At approximately 8:15 AM EST our clients are unable to login to the TRAX platform using their administrative credentials. Our Support team is fielding calls and emails about the issue. While our Infrastructure team works to investigate the issue, some clients have had success with clearing their cache in the web browser they are using. We will update this site as more information becomes available. We apologize for the inconvenience and understand the morning is a busy time for many of our operations.