[D2l-alert] FW: Your incident INC00287365 has been resolved

[Meyer, Chris J.]

If this issue is still appearing, this is the response I received earlier after it was fixed. I asked if the D2L technician knew what caused the problem in the first place.

Chris

From: helpdesk at desire2learn.com [mailto:helpdesk at desire2learn.com]
Sent: Tuesday, December 10, 2013 2:39 PM
To: Meyer, Chris J.
Subject: Your incident INC00287365 has been resolved

Dear Chris Meyer,

Your incident INC00287365 has been resolved and will automatically close in 7 days. If you feel the issue is not resolved, please click the following link to reopen your incident:
Click here if your issue was not properly resolved INC00287365<mailto:helpdesk at desire2learn.com?subject=Re%3AINC00287365%20-%20please%20reopen&body=%0A%0ARef%3AMSG1358365%20>

Thank you for choosing Desire2Learn as your online training solution

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Incident Summary

Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Priority: 2 - High
Category: Environmental Issue
Configuration item:
Close notes: updated the user credentials for one server's ipr app pool
Comments:
Additional comments:
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2013-12-09 16:44:39 EST - Andrew Tran

Additional comments

Hello Chris,

At the moment we are unsure what may have caused the problem with the d2lappuser password on app server 3. It seems to have been correct on servers 1 and 2 but server 3 appeared to have the wrong user password set.

When I updated the password value to what we expected it to be I did note that the username "d2l\D2LAppUser" was still the same. We would suggest looking at auditing logs to what may have changed this value.

As the other servers remained working I do not expect this to be a password change for the user "d2l\D2LAppUser" but a change made to the app pool credentials on server 3.

Long as the user credentials for the specific IPR app pool does not get changed on any of the servers we do not expect this problem to return.

Please let me know if we can provide further assistance with this or if you have any further questions/concerns.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

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2013-12-09 10:47:33 EST - Andrew Tran

Additional comments

Hi Chris,

Thank you for your reply, I am glad to hear that this is working now!

When investigating this problem I noticed an error in the system logs on server 3 that there was a failure on the IPR app pool due to failed user information. I reapplied the d2lappuser to the app pool and recycled it.

After doing this the errors no longer occurred when connecting with respondus. I would like to conduct some further investigations to prevent this from occurring in the future as I am noting this has occurred in the past.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 22:54:37 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It is working fine now. Do you know how this happened so we might avoid it in the future? Thanks.

Have a blessed day!
Chris

________________________________

2013-12-05 16:26:12 EST - Andrew Tran

Additional comments

Hello Chris,

I have now been able to connect through Respondus. Please let us know if it is working as expected now.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 15:49:28 EST - Andrew Tran

Additional comments

Hello Chris,

I have noticed that one of the IPR app pools were stopped on App3. I have started it and now notice the HTTP error is no longer present. However, we it seems now we are facing authentication issues through the respondus application.

I am continuing to investigate this problem and will send you another update as I make progress.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 14:05:19 EST - Andrew Tran

Additional comments

Hello Chris,

I have begun investigating this issue and will provide you with an update as soon as I have more information.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

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2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

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2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

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2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

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2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria

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Click here to view Incident: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>

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