S.F. Examiner file photo

BART still unclear on cause of service outage, waiting to hear from tech support

BART officials are still unclear on what exactly caused Saturday morning’s systemwide service outage, which sent weekend riders scrambling for shuttle buses, ferries and cars.

So what’s the holdup? Well, BART spokesperson Alicia Trost said in an updated statement Monday that officials are waiting to hear from Cisco systems — essentially, their tech support.

“BART staff is waiting for failure analysis results from Cisco to understand the exact cause of the failure,” Trost said, in a statement. “Once we understand the exact cause we can determine any next steps needed.”

What is known is that the failure began at 2:45 a.m. on Saturday, was “software related” and began at “one switch that is part of a complex computer network,” Trost said.

Trains did not run between 6 and 9 a.m. Saturday morning and full service was not restored until 11 a.m.

BART performed “field resets” of its software at 46 different locations throughout the system, and separately, software resets at 68 traction power substations.

“Since the field resets took place, all train systems have performed as designed without failure,” Trost said.

BART initially said the computer snafu was related to maintenance work being performed overnight, but now reports that was an error, and no maintenance work was being performed at the time of the computer failure.

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