| Recurring |
one_organization |
(a) The software failure incident having happened again at one_organization:
The incident mentioned in Article 3922 occurred with Windows Live Hotmail, which is a service provided by Microsoft. This incident involved a bug in an automated script used for testing the service, which led to some users losing access to their new messages and folders. To prevent such incidents from happening again, Microsoft mentioned that they are making changes to their testing procedures by splitting up service testing accounts from normal user accounts [3922].
(b) The software failure incident having happened again at multiple_organization:
There is no information in the provided article about similar incidents happening at other organizations or with their products and services. |
| Phase (Design/Operation) |
design |
(a) The software failure incident in Article 3922 was related to the design phase. The issue stemmed from an error with an automated script used by Microsoft to test the service for errors in everyday usage. The script's function was to clean its tracks after creating test accounts, but in this instance, it jumped to real user accounts, causing the problem. This indicates a failure due to contributing factors introduced by system development or procedures to operate the system [3922].
(b) The software failure incident in Article 3922 was not directly related to the operation phase or misuse of the system. The issue was caused by an error in the automated script used for testing, which led to certain users losing access to new messages and folders. There was no mention of user misuse or operational errors contributing to the failure [3922]. |
| Boundary (Internal/External) |
within_system |
(a) The software failure incident described in Article 3922 was within_system. The issue stemmed from an error with an automated script used by Microsoft to test the Hotmail service. The script, which was supposed to create test accounts and clean up after itself, mistakenly affected real user accounts, causing the users to lose access to new messages and entire folders. The bug impacted 17,355 users, with 16,035 having their accounts fixed within a day and the remaining 1,320 taking three more days to resolve the issue. To prevent such incidents in the future, Microsoft is implementing measures like separating service testing accounts from normal user accounts and enhancing service status visibility on support forums and bug reporting tools [3922]. |
| Nature (Human/Non-human) |
non-human_actions, human_actions |
(a) The software failure incident in this case was primarily due to non-human actions. The incident was caused by an error with an automated script used by Microsoft to test the service for errors. The script's function was to clean its tracks after creating test accounts, but it mistakenly affected real user accounts, leading to the issue where some users lost access to new messages and folders [3922].
(b) Human actions were also involved in addressing the software failure incident. The Hotmail team had to work on fixing the accounts of the impacted users. Additionally, measures were taken by Microsoft to prevent such incidents in the future, such as splitting up service testing accounts from normal user accounts and adding service status to support forums and bug reporting tools [3922]. |
| Dimension (Hardware/Software) |
software |
(a) The software failure incident reported in Article 3922 was not attributed to hardware issues. The incident was explained to have stemmed from an error with an automated script used by Microsoft to test the service for errors in everyday usage. The problem occurred when the script, which was supposed to create test accounts and clean up after itself, mistakenly affected real user accounts, leading to the issue where some users were unable to access new messages and folders in Windows Live Hotmail [3922].
(b) The software failure incident in Article 3922 was clearly attributed to software factors. Specifically, the issue was caused by an error in the automated script used for testing the Hotmail service. This software bug led to the disruption in access for a group of users, impacting their ability to receive new messages and access folders. The bug affected a significant number of users and required several days to rectify, highlighting the software-related nature of the failure incident [3922]. |
| Objective (Malicious/Non-malicious) |
non-malicious |
(a) The software failure incident described in Article 3922 was non-malicious. The incident was caused by a service bug that stemmed from an error with an automated script used by Microsoft to test the service for errors in everyday usage. The bug resulted in some Windows Live Hotmail users being unable to access new messages and entire folders for days. The issue was explained by Mike Schackwitz of the Hotmail team, who mentioned that the problem occurred when the testing script jumped from test accounts to real user accounts, impacting 17,355 users. The data of the impacted users was not deleted, but their inbox location in the directory servers was removed, leading to empty mailboxes and bounce-back messages for those who were affected [3922]. |
| Intent (Poor/Accidental Decisions) |
poor_decisions, accidental_decisions |
(a) The software failure incident described in Article 3922 was primarily due to poor_decisions. The incident was caused by an error with an automated script used by Microsoft to test the Hotmail service. The script was supposed to create test accounts and clean up after itself, but it mistakenly affected real user accounts instead. This poor decision in the implementation of the script led to 17,355 users being impacted, with some experiencing issues accessing their emails and folders. To prevent such incidents in the future, Microsoft decided to separate the testing accounts from normal user accounts and implement additional measures to enhance service testing and monitoring [3922]. |
| Capability (Incompetence/Accidental) |
accidental |
(a) The software failure incident in Article 3922 was not explicitly attributed to development incompetence. The issue stemmed from an error with an automated script used for testing the service, which inadvertently affected real user accounts instead of test accounts. This indicates a failure in the testing process rather than development incompetence.
(b) The software failure incident in Article 3922 was categorized as accidental. The problem was caused by an error in the automated script used for testing, which led to the unintended impact on real user accounts. This was not a deliberate action but a mistake that occurred during the testing process, resulting in the disruption experienced by the affected users. |
| Duration |
temporary |
(a) The software failure incident described in the article was temporary. It lasted for a specific duration during which a group of Windows Live Hotmail users were affected by a service bug that left them without access to new messages and entire folders. The issue was caused by an error with an automated script used by Microsoft to test the service, which inadvertently affected real user accounts. The impact was mitigated over time as the company worked on fixing the problem, with affected accounts being gradually restored. For example, 16,035 users had their accounts fixed a day after the company started addressing the issue, while the remaining 1,320 users took an additional three days to have their accounts sorted out [3922]. |
| Behaviour |
omission, value, other |
(a) crash: The software failure incident described in the article was not a crash. The issue stemmed from an error with an automated script that led to certain users losing access to new messages and folders, rather than the system losing state and not performing any of its intended functions [3922].
(b) omission: The software failure incident can be categorized as an omission. The error with the automated script caused the system to omit performing its intended functions correctly for a group of Windows Live Hotmail users, resulting in them not having access to new messages and entire folders for days [3922].
(c) timing: The software failure incident was not related to timing issues. The issue was not about the system performing its intended functions too late or too early, but rather about certain functions not being performed correctly due to the script error [3922].
(d) value: The software failure incident can be classified as a value failure. The system performed its intended functions incorrectly for the affected users, leading to their inbox location in the directory servers being removed and causing their accounts not to match up with Hotmail's database [3922].
(e) byzantine: The software failure incident was not a byzantine failure. There were no mentions of inconsistent responses or interactions by the system in the article [3922].
(f) other: The software failure incident can be described as a bug in the automated script that caused certain users to lose access to their new messages and folders. This behavior falls under the "other" category as it was a specific issue with the script's function that led to the omission of performing the system's intended functions correctly for the affected users [3922]. |