All Pilot County RFA Implementation Coordinators and SPOCs:
The CWS-CARES team has scheduled maintenance activity for the CWS-CARES production environment for Thursday, September 5, 2024, beginning at 5:00 PM and concluding at 9:00 PM. During the maintenance window, the CWS-CARES Resource Family Approval (RFA) Application Submission, Review, and Approval Process will be accessible for pilot counties, Contra Costa, Fresno, Placer, and Santa Clara.
During the maintenance window, document generation functionality will not be available.
Action Required
No action required for end-users during this maintenance window.
If users experience any issues with the CWS-CARES, please follow your county process for reporting issues. CWS-CARES County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day.
CWS-CARES RFA
Major Incident Status – Multiple Services Unavailable - UPDATE
All SPOCs and Technical Contacts:
July 19, 2024 UPDATE: The CWDS Infrastructure team and IBM continue to work with the California Department of Technology (CDT) to resolve this issue. Multiple gateway servers have been restored and CWS/CMS transactions are being reported. However, there is no current estimate of when the system will be fully restored and all CWS/CMS servers and workstations are connected and up.
There are no reported issues with CARES-Live or CWS-CARES RFA connection issues.
Additional updates will be sent out as new information is received.
_________________________________________________________________________________
A major incident has affected many systems worldwide. Crowdstrike performed a code update on Thursday, July 18, 2024, which has caused Windows workstations and servers to crash. Impacted systems include CWS/CMS, CARES-Live, and Microsoft Windows. All Dedicated Counties are affected. All Co-Existent Counties which use Crowdstrike are also affected. Crowdstrike has implemented a fix, but actions are required to recover the affected systems.
The CWDS Infrastructure team and IBM are working with the California Department of Technology (CDT) to implement the fix. They started with the CWS/CMS application’s servers. Then they are working on the workstations.
Some servers and workstations use BitLocker encryption and require a recovery key. A solution for these encrypted items is being developed.
Additional updates will be sent out as new information is received.
Action Required:
CWS/CMS Users
If users experience any issues with CWS/CMS, please follow your county process for reporting issues, or you may contact the IBM Boulder Help Desk at 1-800-428-8268.
CARES-Live Users
Please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day.
July 19, 2024 UPDATE: The CWDS Infrastructure team and IBM continue to work with the California Department of Technology (CDT) to resolve this issue. Multiple gateway servers have been restored and CWS/CMS transactions are being reported. However, there is no current estimate of when the system will be fully restored and all CWS/CMS servers and workstations are connected and up.
There are no reported issues with CARES-Live or CWS-CARES RFA connection issues.
Additional updates will be sent out as new information is received.
_________________________________________________________________________________
A major incident has affected many systems worldwide. Crowdstrike performed a code update on Thursday, July 18, 2024, which has caused Windows workstations and servers to crash. Impacted systems include CWS/CMS, CARES-Live, and Microsoft Windows. All Dedicated Counties are affected. All Co-Existent Counties which use Crowdstrike are also affected. Crowdstrike has implemented a fix, but actions are required to recover the affected systems.
The CWDS Infrastructure team and IBM are working with the California Department of Technology (CDT) to implement the fix. They started with the CWS/CMS application’s servers. Then they are working on the workstations.
Some servers and workstations use BitLocker encryption and require a recovery key. A solution for these encrypted items is being developed.
Additional updates will be sent out as new information is received.
Action Required:
CWS/CMS Users
If users experience any issues with CWS/CMS, please follow your county process for reporting issues, or you may contact the IBM Boulder Help Desk at 1-800-428-8268.
CARES-Live Users
Please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day.
CWS-CARES Scheduled Maintenance - June 24, 2024 | 12 PM - 5 PM
All Pilot County RFA Implementation Coordinators and SPOCs:
The CWS-CARES team has scheduled maintenance activity for the CWS-CARES production environment for Monday, June 24, 2024, beginning at 12:00 PM and concluding at 5:00 PM. During the maintenance window, the CWS-CARES Resource Family Approval (RFA) Application Submission, Review, and Approval Process will be accessible for pilot counties Contra Costa, Fresno, Placer, and Santa Clara.
There is no anticipated impact for CWS-CARES users. We are sharing this information in the unlikely circumstance that there is an actual impact during the scheduled maintenance window and the CWS-CARES application becomes inaccessible.
Action Required
No action required for end-users is needed during this maintenance window.
If users experience any issues with the CWS-CARES, please follow your county process for reporting issues. CWS-CARES County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day.
The CWS-CARES team has scheduled maintenance activity for the CWS-CARES production environment for Monday, June 24, 2024, beginning at 12:00 PM and concluding at 5:00 PM. During the maintenance window, the CWS-CARES Resource Family Approval (RFA) Application Submission, Review, and Approval Process will be accessible for pilot counties Contra Costa, Fresno, Placer, and Santa Clara.
There is no anticipated impact for CWS-CARES users. We are sharing this information in the unlikely circumstance that there is an actual impact during the scheduled maintenance window and the CWS-CARES application becomes inaccessible.
Action Required
No action required for end-users is needed during this maintenance window.
If users experience any issues with the CWS-CARES, please follow your county process for reporting issues. CWS-CARES County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day.
CARES-RFA
CARES RFA Pilot Counties:
An issue was discovered in the CARES-RFA application that was showing the Chatter feature in the application, under the Event / Call area. The Chatter feature should not be visible in the Production environment. The CWDS team is working on correcting this issue as soon as possible. Updates will be provided as they are received.
Action Required
No action is required at this time.
If users experience any issues with the CWS-CARES, please follow your county process for reporting issues. CWS-CARES County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day.
An issue was discovered in the CARES-RFA application that was showing the Chatter feature in the application, under the Event / Call area. The Chatter feature should not be visible in the Production environment. The CWDS team is working on correcting this issue as soon as possible. Updates will be provided as they are received.
Action Required
No action is required at this time.
If users experience any issues with the CWS-CARES, please follow your county process for reporting issues. CWS-CARES County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day.
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