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Update: ProQuest platforms are now back online and functioning.

Starting around 12:45 PM EST (17:45 GMT) on Tuesday, February 28 ProQuest began experiencing issues across a range of our products including our ProQuest Platform (PQP). Our technical team immediately began work to identify the source of the problem and quickly traced the issues to the Amazon Web Services public cloud that we use to host many of our products.

We also discovered that we were not alone in experiencing issues. Many popular web services were impacted including Reddit, Amazon video, GitHub, and many more. Tech Crunch and VentureBeat both ran stories about the outage and its impact across the Web.

Our engineering team reached out to the Amazon Web Services team and we have been staying in close touch as they work to correct the issue. As of 3:30 PM EST the Amazon team believes the issue is related to their internal network architecture and they expect full restoration of service to be completed shortly. As of 4:47 PM EST the vast majority of Amazon services have been restored and ProQuest is now working to bring our platforms back online. All ProQuest online services were restored by 8:14 PM EST.

We have designed our use of Amazon to be fault-tolerant and highly available with our data replicated to multiple AWS Regions and Availability Zones, but clearly something about this particular incident has interfered with our fault tolerance.

Now that all services are back online, we will begin working with Amazon and our internal technical teams to identify improvements we can implement to reduce the impact of incidents like this in the future.

On behalf of the Engineering team at ProQuest, I apologize for this interruption in service. We work very diligently to ensure our services are highly available and reliable and clearly we have more work to do.

Once we have a full analysis of the outage from Amazon and the ProQuest team, I will share more information and our plans to respond.

Rich Belanger
CIO, ProQuest

28 Feb 2017

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