2024-04-11: Runners are not picking up jobs causing 500 errors
Customer Impact
A small percentage of customers are affected by runner jobs not being executed for them. There is no UI/Web impact.
Current Status
A small percentage of customers are reporting scheduling issues with runner jobs. Jobs are getting queued without getting executed/run. It appeared that runners were not picked, and a number of 500 errors were raised. A merge request was found to be the root cause of the errors, and the last deployment was rolled back. After the rollback the error did not seem to appear. We are now waiting for the revert MR gitlab-org/gitlab!149266 (merged) to be deployed to production. 16.11.202404111415 is the package that contains the revert MRs for #incident-17819 and #incident-17820 https://gitlab.slack.com/archives/C0139MAV672/p1712844974765359
📝 Summary for CMOC notice / Exec summary:
- Customer Impact: Background (runner) jobs may not be executing for a small percentage of customers
- Service Impact: ServiceCI Runners
- Impact Duration: 2024-04-10 2006 UTC - 2024-04-12 1319 UTC
- Based on original MR merge date in gitlab-org/gitlab!148356 (merged) and the revert MR being fully merged on production in gitlab-org/gitlab!149266 (merged).
- Root cause: gitlab-org/gitlab!148356 (merged). The reason why it happened is that Security::SecurityOrchestrationPolicies::CiAction::Template calls an internal CI class without the proper context.
📚 References and helpful links
Recent Events (available internally only):
- Feature Flag Log - Chatops to toggle Feature Flags Documentation
- Infrastructure Configurations
- GCP Events (e.g. host failure)
Deployment Guidance
- Deployments Log | Gitlab.com Latest Updates
- Reach out to Release Managers for S1/S2 incidents to discuss Rollbacks, Hot Patching or speeding up deployments. | Rollback Runbook | Hot Patch Runbook
Use the following links to create related issues to this incident if additional work needs to be completed after it is resolved:
- Corrective action ❙ Infradev
- Incident Review ❙ Infra investigation followup
- Confidential Support contact ❙ QA investigation
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