Cases71 cases

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1. IL-0111 Switching the main Kubernetes ingress controller from Traefik v1 to v2 stopped X-Forwarded headers being passed, which broke the Okta login flow for every service using Okta and stopped DFDS online bookings for over an hour

   DFDS2021

   Symptoms

   After the switch to Traefik v2, functional tests indicated that everything was fine, and this was reported on Slack at 08:44 UTC. The first sign of trouble came at 09:26 UTC, when a developer reported a high count of HTTP 307 redirects, especially on the Okta service. At 09:32 UTC the team learned that the online booking system was down.

   Service outage

   Trigger

   At 08:22 UTC the AWS load balancers were updated to send requests to the new Traefik v2 reverse proxy as part of the migration away from Traefik v1.

   Root cause

   Configuration change

   Component

   Ingress controllerCloud load balancer

   Contributing factor

   Missed in reviewMonitoring blind spot

   Detection

   A developer reported a high count of HTTP 307 redirects, in particular on the Okta service, at 09:26 UTC, 64 minutes after the change; six minutes later the team was told the online booking system was down. The functional tests run after the switch had not caught it.

   Remediation

   • Rolled back the switch to Traefik v2, putting rollback ahead of investigation because of how critical the booking system is

   Action items

   • Consider how critical announcements can be made more visible
   • Consider whether the ALBs used for testing should have been shared with the teams so they could test their own scenarios

   Lessons

   Cloud Engineering cannot test every application scenario on its own, even after testing its own applications for weeks. A header that changes value behind a new ingress controller, here x-forwarded-proto going from https to http, can break an authentication flow while basic functional tests still pass. DFDS asks whether diffing request headers before and after the migration would have shown the problem in advance.

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2. IL-0010 A templating change that dropped its {{ }} delimiters made Argo CD delete all 478 Skyscanner services in every region

   Skyscanner2021

   Symptoms

   On 25 August 2021, skyscanner.net was unavailable and the Skyscanner mobile apps could not work, for travellers and business partners everywhere at the same time. The full global outage lasted four and a half hours.

   Service outageResources deleted

   Trigger

   A peer-reviewed change to a rarely changed root-level file of the cells templating configuration, intended as a no-op, that left out the {{ }} delimiters; it was submitted around 15:30 GMT, merged to master and rolled out automatically to every region at once.

   Root cause

   Configuration change

   Component

   Argo CDConfiguration templating

   Contributing factor

   Missed in reviewNo staged rolloutNo configuration testsUntested backupAutomation amplificationExcessive blast radius

   Remediation

   • restored the correct configuration for each cluster and let Argo CD reconcile the cluster back to it
   • restored services through the backup and restoration process
   • brought one region back first with the critical services and served all traffic from it from around 20:30 GMT
   • restored and verified the remaining regions and non-critical services over Thursday and Friday

   Action items

   • Avoid global configuration deploys, including rare change paths like this one
   • Treat templated configuration as code and add testing and linting
   • Plan and wargame more drastic failure scenarios in runbooks
   • Verify backup and restore processes, including access to the backups and the loss of a region
   • Refactor runbooks so they are clear and, where appropriate, idempotent for a stressed engineer in the early morning
   • Reconsider how much configuration is templated across regions, weighing configuration drift against automated global rollout

   Lessons

   Global configuration changes had been prevented in many cases, but not in this rarely used path. Configuration that gains templating and logic has become code and needs tests and at least linting. The failure scenarios and runbooks were not pessimistic enough, a backup only counts once it has been restored, and runbooks need care so they work for a stressed engineer at night. Automation that templates configuration across regions trades drift for the risk of rolling one mistake out everywhere. An experienced incident commander who kept the response calm and blameless made a large difference.

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3. IL-0105 Replacing the AWS VPC CNI during a Terraform refactoring detached the ALB target groups, and every service in the Kubernetes cluster returned 503

   DFDS2021

   Symptoms

   At 08:29 UTC on 22 June 2021 alerts fired because all services in the Kubernetes cluster were returning 503. No inbound traffic was reaching the cluster. A customer reported the problem at 08:32.

   Service outageHigh error rate

   Trigger

   The pipeline replaced the AWS VPC CNI as part of a refactoring that moved EKS add-ons from kubectl to native Terraform management.

   Root cause

   Configuration change

   Component

   AWS VPC CNICloud load balancerTerraform

   Contributing factor

   Unverified assumptionNo configuration tests

   Detection

   Alerts fired at 08:29 UTC, eight minutes after the VPC CNI was replaced; a customer reported the issue at 08:32.

   Remediation

   • committed a fix that reverted the infrastructure-modules reference
   • re-triggered the pipeline after it failed on an AWS API timeout
   • let the pipeline reattach the target groups to the ALB

   Action items

   • Revert the ALB de-registration delay to the default of 300 seconds
   • Update the roll-over script to set the ALB de-registration delay to zero temporarily before a roll-over
   • Create an ingress test suite

   Lessons

   The change to the de-registration delay had been weighed mainly for performance. Critical pipeline runs should be watched while they run. Everyone should receive the alerts and react to them, and alert messages that were unclear should be reworded.

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4. IL-0086 A deployment meant for a CircleCI test Kubernetes cluster also removed Traefik and Calico resources from the production cluster, taking down the CircleCI UI and runner.circleci.com

   CircleCI2021

   Symptoms

   At 15:35 EST on 11 March 2021 the CircleCI web UI and runner.circleci.com became unavailable. The API, which uses a separate ingress point, stayed reachable, and builds kept running.

   Service outageResources deleted

   Trigger

   An update deployed to a test Kubernetes cluster also removed Traefik and Calico resources from CircleCI's primary production cluster.

   Root cause

   Faulty deployment

   Component

   Ingress controllerCalico

   Contributing factor

   Excessive blast radiusNo runbookMonitoring blind spot

   Detection

   CircleCI engineers were alerted and began investigating. The status page posted its first notice at 20:45 UTC.

   Remediation

   • restored Traefik in the production cluster
   • restored Calico in the production cluster, after which pods served customer requests again

   Action items

   • Improve network-level documentation and runbooks to cover every layer of the Kubernetes networks
   • Improve monitoring and alerting for the network infrastructure
   • Add guardrails that isolate the production and staging clusters so they cannot interfere with each other

   Lessons

   A deployment path that can reach both a test cluster and production can remove shared networking components from production. When the ingress controller and the CNI are both affected, restoring the ingress alone is not enough: engineers had to find the link between Calico and Traefik and restore Calico before pods served traffic again. Time went to DNS and AWS red herrings because nothing linked the outage to the test deployment; CircleCI's answer is better network runbooks, network alerting and guardrails between clusters.

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5. IL-0172 An AWS Tokyo data centre cooling failure took down 6 of 60 CockroachDB nodes on Kubernetes within 22 minutes, and ranges lost quorum because the Helm-deployed cluster had no availability zone locality configured

   Devsisters2021

   Symptoms

   During a team dinner, a Slack alert reported that one node of the CockroachDB cluster behind Cookie Run: Kingdom had gone down. The DevOps engineers were not worried at first, because CockroachDB is built to survive the loss of some nodes.

   Node NotReadyData lossService outage

   Trigger

   A cooling system failure in an AWS Tokyo region data centre overheated the servers in one availability zone, which held CockroachDB nodes.

   Root cause

   Cloud provider outage

   Component

   Application databaseHelm

   Contributing factor

   Unverified assumptionExcessive blast radius

   Detection

   A Slack alert reported that a database node had gone down.

   Remediation

   • copied the data outside the broken ranges into new tables with INSERT INTO ... SELECT queries that skipped the affected ranges
   • ran debug unsafe-remove-dead-replicas together with Cockroach Labs engineers, recovering one of the two lost data ranges
   • restored the last data range with the storage-layer recovery method from the previous incident

   Action items

   • Configure CockroachDB Locality so data is spread evenly across availability zones
   • Deploy with one chart and a separate values file per availability zone to set Locality
   • Replace nodes by adding Locality-configured nodes, confirming replicas in every zone, then retiring the old nodes

   Lessons

   A replication factor sized for random instance retirements does not protect against a whole availability zone failing; for a game of this scale a multi-AZ placement is required, not optional. Keeping one uniform Helm chart made zone topology hard to set, which is part of why it was left out. A repetitive chart with a values file per zone sets it reliably.

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