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IAS and OpenSpace unavailable

Article ID
iris-will-not-open-openspace-will-not-open-unable-to-access-iris
Article Name
IAS and OpenSpace unavailable
Created Date
7th November 2019
Product
Problem
Currently there is an issue where IRIS accountancy suite and IRIS Openspace not logging in and/or slow
Resolution

IRIS is currently back up and running normally as well as Openspace
On the 7th of November Microsoft suffered a severe outage to the Western Europe Azure services.
IRIS OpenSpace runs on this Azure platform and this therefore caused an immediate outage for all users. As a direct consequence, all attempts to connect to IRIS OpenSpace from any other application effectively received no response and and encountered a 10 minute time out phase.
This had an immediate impact on users of IRIS Accountancy Suite who tried to launch IRIS, for at least 10 minutes the software would not open due to IRIS attempting to establish a connection with OpenSpace on start-up in order to support various integration points, the result being that the product simply hung. Although IRIS has timeout mechanisms in place to prevent this, due to the catastrophic nature of the Azure outage the mechanism was not triggered.

Getting this resolved is our top priority right now and once full service has been restored our number 1 priority will then be to identify a way to protect against this dependency in future and prevent this happening again.

Please use the workaround below;

  • System maintenance
  • Staff | Staff Maintenance
  • Highlight the person with credentials | View
  • Delete the Openspace credentials (username AND password)
  • Save
  • Repeat for all staff

*You can change then remove other users OpenSpace Credentials in System Maintenance following the steps above*

Openspace will be down until further notice

***This is not available to be done in Keytime due to admin having Openspace credentials and is the only one that can remove, so therefore cannot be removed. If you can access as Admin, please remove these details for user’s until working again***

ONCE THIS IS RUNNING AS NORMAL AGAIN, YOU WILL NEED TO RE-INPUT CREDENTIALS FOR STAFF MEMBERS FOR IRIS TO WORK AGAIN. CLICK HERE FOR THE KB ARTICLE ON DOING THIS, SO YOU CAN GET INDIVDUAL’S TO RE-ENTER THEIR OWN CREDENTIALS

08/11/2019
8:30am We are still working on a fix
11:25am IRIS is currently back up and running normally as well as Openspace

07/11/2019 – Yesterday Microsoft suffered a severe outage to the Western Europe Azure services. IRIS OpenSpace runs on this Azure platform and this therefore caused an immediate outage for all users. As a direct consequence, all attempts to connect to IRIS OpenSpace from any other application effectively received no response and were left polling indefinitely. This had an immediate impact on users of IRIS Accountancy Suite, which attempts to establish a connection with OpenSpace on start-up in order to support various integration points, the result being that the product simply hung. Although IRIS has timeout mechanisms in place to prevent this, due to the catastrophic nature of the Azure outage the mechanism was not triggered.

Microsoft have reported that the Azure outage is now resolved, unfortunately the nature of the outage appears to have impacted the OpenSpace servers and database, in particular causing significant delays in response times and this morning the OpenSpace service has become inoperable again, even though Azure is now back up. Our DevOps team are currently working on the OpenSpace servers and specifically the database to resolve this issue and restore a reliable service as soon as possible.

Getting this resolved is our top priority right now and once full service has been restored our number 1 priority will then be to identify a way to protect against this dependency in future and prevent this happening again. rk Acce

Thank you for your feedback.

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