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Performance Issue: Remote Assistance (Bomgar)

Last Updated:
2020-01-03 12:30:42
Event:
2020-01-02 09:15:00
Status:
Closed
Brief Description:
At approximately 9:15 PM Monday, December 30, 2019, the server appliance hosting our Remote Assistance service, also known as Bomgar, stopped responding.
User Impact:
Those clients or representative consoles using a firewall or some other type of network protection to only allow traffic to the primary host IP 128.84.12.57 may thus have problems connecting to the respective remote client or from the rep console.
Workaround:
There is no workaround for this issue
Current Status:
The issue with Bomgar has now been resolved.
Services Affected:
Remote Assistance Service
Subsites Affected:
Bomgar
Full Description:
At approximately 9:15 PM Monday, December 30, 2019, the server appliance hosting our Remote Assistance service, also known as Bomgar, stopped responding. Shortly after that attempts to bring our secondary, failover appliance into service were partially successful, and since 11:00 PM Monday assist.it.cornell.edu is answering from a new IP address, 128.84.12.122.

Those clients or representative consoles using network protection to only allow traffic to the primary host IP 128.84.12.57 may thus have problems connecting to the respective remote client or from the rep console.



Timeline of Changes

Description Current Status Date Time
At approximately 9:15 PM Monday, December 30, 2019, the server appliance hosting our Remote Assistance service, also known as Bomgar, stopped responding. Shortly after that attempts to bring our secondary, failover appliance into service were partially successful, and since 11:00 PM Monday assist.it.cornell.edu is answering from a new IP address, 128.84.12.122. Those clients or representative consoles using network protection to only allow traffic to the primary host IP 128.84.12.57 may thus have problems connecting to the respective remote client or from the rep console. The issue with Bomgar has now been resolved. 2020-01-03 12:30:42
At approximately 9:15 PM Monday, December 30, 2019, the server appliance hosting our Remote Assistance service, also known as Bomgar, stopped responding. Shortly after that attempts to bring our secondary, failover appliance into service were partially successful, and since 11:00 PM Monday assist.it.cornell.edu is answering from a new IP address, 128.84.12.122. Those clients or representative consoles using network protection to only allow traffic to the primary host IP 128.84.12.57 may thus have problems connecting to the respective remote client or from the rep console. We are continuing to work to bring the Remote Assistance service back to the normal configuration. This work may involve brief outages that will be announced. 2020-01-02 09:33:38