Current Systems Status


Resolved: UWM.edu - Broken Links and Errors on Some CommonSpot-based Websites


Status:     
Resolved   
Resolved
Resolved
Incident Type:      Service Degradation
Resolved
Start Time:     
11/09/2013    8:00 AM
Resolved
End Time:     
11/20/2013    8:00 AM
Resolved
Service(s) Affected:      UWM.edu Web pages that use the CommonSpot Content Management System (CMS).
Resolved
Details:      Resolution as of Wed, Nov 20 at 3:30 pm: The issue of incorrect domain names in links on some CommonSpot-based webpages has been resolved and verified. The temporary workaround previously in place has been retired.


Update as of Tue, Nov 19 at 3:00 pm: The workaround to correct incorrect domain names in links on some CommonSpot-based webpages remains in effect and is preventing visitors from receiving errors.

Scanning and cleanup work to eliminate the underlying incorrect links is taking longer than expected, due to a need to perform the work in a way that does not negatively impact the performance of UWM.edu webpages. Technical staff expect to complete the work sometime tomorrow, 11/20/2013.

An update on the status of the resolution will be provided by the end of the day tomorrow (11/20/2013).


Update as of Fri, Nov 15 at 5:30 pm: A workaround has been put in place to correct incorrect domain names in links on some CommonSpot-based webpages. The workaround automatically redirects any incorrect domain names in links to the correct locations transparently to UWM.edu website visitors, thus eliminating the error messages stating that a connection to the website or server cannot be made.

Additionally, a potential resolution to the underlying problem has been identified by the vendor and put in place. Technical staff will be running a process over the weekend (11/16-17/2013) to correct any remaining incorrect domain names in links and will be performing another scan on Monday 11/18/2013 to verify they are all eliminated. Upon verification of the resolution, the workaround will no longer be required and will be removed.

An update on the status of the resolution and verification scan will be provided by the end of the day Monday (11/18/2013).


Update as of Thu, Nov 14 at 5:45 pm: The issue of incorrect domain names in links on some CommonSpot-based webpages remains open.

Technical staff are assessing a workaround for the issue, with the goal of redirecting any incorrect Web page links to their correct destinations, without requiring content authors to manually take action.

Technical staff are concurrently continuing to work with the software vendor on a full resolution.

An update on the status of the resolution will be provided by the end of the day tomorrow (11/15/2013) or upon resolution verification, whichever comes first.


Update as of Wed, Nov 13 at 4:00 pm: Results of a scan for incorrect domain names that was performed today 11/13/2013 reveal the previously implemented solution did not fully resolve the issue. The issue of incorrect domain names in links on some CommonSpot-based webpages remains open. Technical staff are continuing to work with the software vendor on a full resolution.

If you encounter an affected page and the workaround (see initial 11/11/2013 update, below) does not work for you, please contact the CommonSpot Support Team at cms-help@uwm.edu.

For general issues and concerns, please contact the UWM Help Desk at 414-229-4040 or use the web form at: http://GetTechHelp.uwm.edu

An update on the status of the resolution will be provided by the end of the day tomorrow (11/14/2013) or upon resolution verification, whichever comes first.


Update as of Tue, Nov 12 at 4:15 pm: An assessment of the resolution put in place yesterday (11/11/2013) is encouraging. No newly occurring incorrect domain names have been detected or reported in links on CommonSpot-based Web pages.

Technical staff have however detected a number of incorrect domain names that still exist in links on pages modified in the past. Staff will be running a process to correct the existing incorrect domain names in links beginning at 6:00 PM today (11/12/2013) and concluding by tomorrow morning (11/13/2013).

To allow the process to run, CommonSpot CMS authoring services will be suspended as of 6:00 PM today (11/12/2013) and will be re-enabled tomorrow morning at 7:00 AM (11/13/2013). After the process completes, staff will again scan for incorrect domain names in links to verify they have all been corrected.

An update on the status of the resolution and results of the scan will be provided by the end of the day tomorrow (11/13/2013).


Update as of Mon, Nov 11 at 7:00 pm: Technical staff have put in place a potential resolution to the issue of links with incorrect domain names appearing in some CommonSpot-based Web pages.

The success of the potential resolution will be assessed mid-day tomorrow, 11/12/2013.

An update will be provided by the end of the day tomorrow (11/12/2013) or upon resolution verification, whichever comes first.


Initial update, as of Mon, Nov 11 at 8:30 am: Some UWM.edu Web pages that use the CommonSpot Content Management System (CMS) are experiencing an issue that causes in incorrect links being published, resulting in visitors receiving error messages. Technical staff are aware of the issue and are working with the vendor on a resolution.


Symptoms:

Symptoms manifest as links changing from the correct "www4.uwm.edu" website domain name to an incorrect domain name. The incorrect domain names will be in the format "cfprodws00N.uits.uwm.edu" where N is a number in the range 1 through 6. As a result, when UWM.edu visitors click a link with the incorrect domain name, they receive an error message stating that a connection to the website or server can not be made. The error varies by Web browser. Please see below for example error messages from Google Chrome, Firefox and Safari:

Chrome: "Oops! Google Chrome could not connect to cfprodws001.uits.uwm.edu."

Firefox: "Unable to connect. Firefox can't establish a connection to the server at cfprodws001.uits.uwm.edu."

Safari: "Safari can't connect to the server."


Workaround:

The issue can be corrected by CMS website administrators and/or content authors clearing the CommonSpot Web page cache for the affected page. This action can be performed by logging into CommonSpot, locating the affected page, selecting the "Actions" menu item on the blue CommonSpot authoring menu bar, then selecting the "Clear and Update Cache" submenu item. After performing this task, visit the Web page by using the live UWM.edu website domain name (www4.uwm.edu) to verify the issue is corrected.


If you encounter an affected page and the above workaround does not work for you or if you have questions about how to perform tasks required to clear CommonSpot Web page cache, please contact the CommonSpot Support Team at cms-help@uwm.edu.


Resolution Pending:

At this time an estimate on when this issue will be resolved is unavailable. An update will be provided by close of business on 11/11/2013 or upon issue resolution, whichever comes first.

For general issues and concerns, please contact the UWM Help Desk at 414-229-4040 or use the web form at: http://GetTechHelp.uwm.edu
Resolved
Contact Name:      UWM Help Desk
Resolved
Contact Info:      GetTechHelp.uwm.edu


Incident Status Key
Open    Open
Pending    Pending
Resolved    Resolved
Scheduled    Scheduled