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SMITH: INTUIT OUTAGES "A COMEDY OF ERRORS"
The computer system outages that hit Intuit during the summer stemmed for a series of human errors, CEO Brad Smith told attendees this week at the annual Intuit Investors Day. "If I walked you through all the things that happened, it would be a very disappointing comedy of errors." The most serious outage started on June 15, lasted more than 24 hours and knocked out most Intuit online applications including credit card and payroll processing and the ability to make tax deposits. It put many small businesses out of operation for the interim. On July 20 and most of July 21, a commercial power outage knocked out QuickBase, Intuit's online development platform, and the Accountant's Copy File Transfer System.
In the early June outage, a worker who was performing routine maintenance, "hard booted down the system and then quickly realized they had done the wrong thing and didn't follow procedures and power it back up." Next, the backup system didn't work because the battery failover system had been switched to manual, instead of automated" performance. No one had noticed the incorrect setting. Smith didn't add more details, but noted that, "the list went on and on and on." The company has been studying the problems and also concluded that in an era of online applications high availability is the top priority.
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