Problems using Stack from Learn

Unplanned; Complete

Overview

Affected services
  • Stack
Degraded Service Time
10:00 AM, 23-Sep-19 — Ongoing
Description
Some students are finding that they are being logged into Stack as 'Blackboard Guest' instead of their normal user account when they attempt to access Stack through Learn. This occurs inconsistently, and we are trying to get to the bottom of the issue. Stack is now blocking logins so students will get an authentication error when this happens instead of being allowed to log into Stack.

Technical Information

Technical Information

Work summary
A workaround has been put in place which blocks students from using Stack if the problem happens (this should stop anonymous submissions from happening (so there's not a difficult reconciliation process behind the scenes). We have not had any calls about the issue for a significant period.
Technical summary
Accessing Stack through Learn sometimes drops user login information
Affecting
Servers / Hardware
Criticality
medium
Impact description
The problem is impacting a small number of users in Maths but it's a still a bigger issue because it's assessment related and there's no audit trail on who has completed the assessment. A workaround has been put in place to stop unauthenticated users from sitting any assessments which should make the problem easier to manage.
Change Reference
Additional comments

Request, Authorise and Publish

Requested by Karen Howie on 23-Sep-2019
Authorised by LTW
Publish to IS Website (Service Status and Alerts page): Yes
Published by Karen Howie


Additional Details

Risk classification
medium
Risk assessment
Small number of students impacted but for them, the problem is a big issue.
Other people involved
Blackboard, IS DLAM
Notes for future reference
We are still working on this but unable to replicate it. Doing data collection from other systems - although it doesn't seem to be impacting users any more.