Cases3 cases

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1. IL-0311 BattleMetrics' primary PostgreSQL went read-only at transaction ID wraparound, breaking the website and RCON updates

   BattleMetrics2022

   Symptoms

   At 03:23 UTC on 27 March 2022, BattleMetrics' primary PostgreSQL database, which holds all account, server and player information, went into read-only mode. Users first saw the website fail to load, and soon RCON updates and queries began to fail as well.

   Writes rejectedService outage

   Trigger

   A corruption of the index on the player identifiers table, which BattleMetrics' logs place at about 26 February 2022, made every vacuum job fail, so transaction IDs kept climbing until Postgres stopped accepting writes on 27 March.

   Root cause

   Data loss or corruption

   Component

   DatabasePostgreSQL vacuumDatabase replicationDatabase backups and snapshots

   Contributing factor

   Monitoring blind spotOverlapping failuresNo headroom

   Detection

   Users failed to load the website and reported it as their API keys expired, then RCON updates and queries began to fail, and the team found that the main database no longer accepted writes.

   Remediation

   • Shut the database down and dropped the corrupted player identifiers index in single-user mode
   • Ran the vacuum again, which succeeded and let the database accept writes
   • Rebuilt the player identifier index, which took about two hours
   • Shut down the query workers and gave RCON updates priority
   • Pointed services at the new Postgres primary
   • Bootstrapped new replicas one after another to take load off the primary
   • Restarted queries with throttling, prioritised by server population and rank, after RCON updates had caught up

   Action items

   • Monitor errors in the Postgres logs
   • Monitor and alert on transaction IDs
   • Set up a logical replica in addition to physical replication
   • Build a faster network to speed up recovery from failure

   Lessons

   BattleMetrics names skipping health checks on transaction ID size as its critical mistake: the index corruption silently broke vacuum for a month, and without monitoring of transaction IDs nobody saw the database approach wraparound. Because the corruption had been replicated to the replicas, failing over did not help, and the backup servers and downloadable backups carried the same corruption. The team also found that, contrary to the error message, a full vacuum on a server in wraparound protection does not need single-user mode, and chose to run a slow, delayed service over no service while replicas were rebuilt.

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2. IL-0241 A database shard could not elect a new primary, and the Stripe API failed most requests in two periods on one day

   Stripe2019

   Symptoms

   On 10 July 2019 the Stripe API failed a substantial majority of requests twice, from 16:35 to 17:02 UTC and from 21:14 to 22:47 UTC. In the first period automated monitoring detected within a minute that a database cluster had failed to elect a new primary.

   High error rateFailover failureWrites rejectedIntermittent timeoutsSustained high node CPU

   Trigger

   The primary node of a database cluster failed at 16:35 UTC while one shard had several stalled nodes. The second period was set off by rolling the election protocol back to the previous minor version at 20:42 UTC.

   Root cause

   Software defect

   Component

   DatabaseDatabase failover manager

   Contributing factor

   Change with a delayed effectMonitoring blind spotExcessive blast radiusHarmful manual actionUnverified assumptionOverlapping failures

   Detection

   Automated monitoring detected the failed election within a minute, and the team was alerted at 16:36 UTC. The second period was announced at 21:14 UTC by automated alerts that some shards in the cluster were unavailable.

   Remediation

   • Restarted all nodes of the database cluster, which forced a successful primary election
   • Updated the production configuration and restarted the database cluster's nodes
   • Ramped traffic back up, putting services for user-initiated API requests first

   Action items

   • Alert when nodes stop reporting their replication lag
   • Alert when a shard enters a state that could trigger the election fault
   • Work with the database maintainers on a fix for the underlying fault
   • Add circuit breaking on failed operations to particular database clusters
   • Use fault isolation to contain the impact of a single failed shard
   • Limit the resources used by clients that keep retrying failed requests
   • Add procedures and tooling that make rapid configuration changes during incident response safer

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3. IL-0520 logs.cloud.gov trapped users in a login redirect loop because its full Redis session store stopped saving sessions

   cloud.gov2016

   Symptoms

   At 7:12pm Eastern Time on 5 July 2016, logs.cloud.gov, the cloud.gov log search service, sent users into a login redirect loop, so they could not log in to the service.

   Service outageWrites rejected

   Root cause

   Capacity exhaustion

   Component

   In-memory cacheElasticsearch or OpenSearch

   Contributing factor

   Overlapping failuresMonitoring blind spot

   Remediation

   • Moved Redis on the logsearch service to a much larger memory instance so it could keep logs while Elasticsearch was down
   • Corrected the Elasticsearch memory limits and the /tmp noexec hardening setting and redeployed the cluster
   • Redeployed the Kibana instance and verified the logs once the cluster deployment was complete

   Action items

   • Add a failure alert that checks whether logs are coming through
   • Make Redis auto-scaling or highly available so that failures in more fragile downstream components do not cause data loss
   • Extend the incident response plan to start with events that are not security-specific
   • Create a chaos bot for the logs.cloud.gov service

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