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Onshape Service Outage - 10 May 2015
john_rousseau
Member, Onshape Employees, Developers Posts: 392 
in General
Onshape experienced a full service outage starting at about 20:35 UTC. This was caused by the expiration of an SSL certificate that is used to secure internal communications between the processing servers that make up our service and our database servers. This is a different SSL certificate than is used to secure communications between your browser or mobile device and our service. We had intended that the expiration dates of both sets of SSL certificates be the same, but the internal ones were mistakenly created with a much shorter expiration. We were not expecting those internal SSL certificates to expire today (or this year).
Our monitoring systems immediately reported the trouble and our team quickly identified the problem. We agreed on a plan to install a temporary SSL certificate as the most expedient resolution to the situation. We updated the certificate and launched a new set of servers. One set of web servers failed to start correctly due to some installation timeouts. Resolving these timeouts increased the duration of the outage to almost 2 hours. Full CAD service was restored between 22:45 and 22:55 UTC (depending on which of our global data centers you access). Additional delays with sending emails and document import/export lasted an additional hour.
We take protecting your data and keeping it available for your use very seriously. We didn't live up to our promise or your expectations today. We will learn from this and improve the service to be more resilient and faster to recover. I apologize for this disruption and we will work harder to gain and maintain your trust.
Our monitoring systems immediately reported the trouble and our team quickly identified the problem. We agreed on a plan to install a temporary SSL certificate as the most expedient resolution to the situation. We updated the certificate and launched a new set of servers. One set of web servers failed to start correctly due to some installation timeouts. Resolving these timeouts increased the duration of the outage to almost 2 hours. Full CAD service was restored between 22:45 and 22:55 UTC (depending on which of our global data centers you access). Additional delays with sending emails and document import/export lasted an additional hour.
We take protecting your data and keeping it available for your use very seriously. We didn't live up to our promise or your expectations today. We will learn from this and improve the service to be more resilient and faster to recover. I apologize for this disruption and we will work harder to gain and maintain your trust.
John Rousseau / VP, Technical Operations / Onshape Inc.
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