July 2, 2024
Laplace System Co., Ltd.
Report on the L-eye remote monitoring system and service system failure
Dear Sir/Madam, We would like to congratulate you on your continued prosperity.
Thank you very much for your continued patronage of our products.
We deeply apologize for the inconvenience caused to our customers
due to the system failure that occurred on June 15, 2024.
We would like to report the cause of the system failure and the measures taken as follows.
Sincerely
― Notes ―
| 1 Target products and services | |
|---|---|
| Remote monitoring system & services L-eye monitoring screen and web-related services | |
2 Date and time of occurrence/date and time of recovery | |
| Date and time of occurrence ： Saturday, June 15, 2024, around 6:10 p.m. | |
| Recovery date and time ： June 18, 2024 (Tuesday) Around 1:30 | |
3 Incident | |
| All of our web-related services, including the "Remote Monitoring System & Service L-eye Monitoring Screen", | |
| are now unavailable. | |
| This problem also resulted in the following issues: | |
- Image data loss in camera image options | |
| - Delays in sending various error emails | |
| - Delay in importing and reflecting measurement data | |
In addition, because the incident occurred on a Saturday evening, there was a delay in discovering | |
and responding to the problem, and we began responding early on Monday morning, | |
so the system was not restored until late on Monday night. | |
4 Cause | |
| There was a human error in the configuration when updating information | |
| related to network name resolution processing*. | |
| As a result, users were unable to use our web-related services. | |
| *The process of converting domain names into IP addresses | |
Furthermore, this incident was not the result of a system malfunction or an external attack on the server | |
| but rather was caused by a basic mistake and a flaw in the management system, | |
| so it is not a system problem or external factor. | |
5 countermeasure | |
| We will take the following measures to prevent similar incidents from occurring in the future: | |
・Regarding system management, including the information update work where configuration errors occurred, | |
| we will review the structure and update process within our organization, | |
| strengthen our dedicated system management department, | |
| and strengthen management through double-checking, etc. | |
| ・Regarding the delay in informing customers, | |
| we will be updating our server monitoring standards to detect problems sooner. | |
| We will also begin to develop a system for sending notifications outside of business hours. |
Furthermore, the measurement data that was experiencing delays
in import and reflection had been completed by June 25th.
In addition, since the recent system failure, there have been reports of unstable measuring equipment.
We will investigate these cases individually and take appropriate action.
We will investigate this issue individually and take appropriate action.
This concludes our report on this matter.
We would like to once again offer our deepest apologies for the inconvenience
caused to our customers due to a simple mistake on our part that caused a system failure.
We will continue to do our best to ensure your satisfaction,
and we thank you for your kind understanding and cooperation.
End
Laplace System Co., Ltd.
President and CEO Masayuki Horii
1-245 Kyomachi, Fushimi-ku, Kyoto, 612-8083, Japan
TEL:+81 -75-634-8073 FAX:+81 -75-644-4832
