Outage in IRIS Software Systems Ltd

Degraded performance [PMS, POS, SOS]

Resolved Major

June 14, 2023 - Started over 2 years ago - Lasted about 19 hours
Official incident page

Incident Report

We are currently experiencing an issue with POS services to Starwood Legacy properties. Our engineering team are investigating, and have identified an issue with the EMC operator record, and have the GPOS team investigating the cause of the issue. Guests will receive the following message when trying to place an order ‘Payment Error’, Sorry something has gone wrong… Services affected: Mobile dining services for Starwood legacy properties with POS integrated outlets. Workaround: None, Properties are advised to disable the ordering feature during this period until the problem is resolved Next update: 15:30

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Latest Updates ( sorted recent to last )

RESOLVED over 2 years ago - at 06/15/2023 08:07AM

Oracle have added back all user profiles opting for Mobile dining and fixed the future-scheduled order issue for all the potentially impacted restaurants/outlets of legacy Starwood properties to restore normal service.

Thank you for your patience while this issue was resolved

IRIS Support

IDENTIFIED over 2 years ago - at 06/14/2023 08:06PM

All impacted properties have had the employee record restored and normal ordering should be resumed. The Oracle team are continuing work to restore the Autofire service, which provides timings for future orders. This should be completed in the next couple of hours.

IRIS Support

IDENTIFIED over 2 years ago - at 06/14/2023 02:05PM

The issue has been identified by Oracle, where the Operator record had been accidentally removed. Oracle are now working on restoring the record to restore the service to each of the affected properties. This will take some time to process.

Thank you,

IRIS Support

INVESTIGATING over 2 years ago - at 06/14/2023 01:31PM

We are currently investigating this issue.

IDENTIFIED over 2 years ago - at 06/14/2023 01:30PM

The issue has been identified and a fix is being implemented.

INVESTIGATING over 2 years ago - at 06/14/2023 01:30PM

We are currently experiencing an issue with POS services to Starwood Legacy properties. Our engineering team are investigating, and have identified an issue with the EMC operator record, and have the GPOS team investigating the cause of the issue. Guests will receive the following message when trying to place an order
‘Payment Error’, Sorry something has gone wrong…

Services affected: Mobile dining services for Starwood legacy properties with POS integrated outlets.

Workaround: None, Properties are advised to disable the ordering feature during this period until the problem is resolved

Next update: 15:30

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