Contact our 24/7 Australian Support Team - 1300 788 862 or email support@serversaustralia.com.au

Active Incident

Incident Status

Operational

Components

Network, Dedicated Servers

Locations

Melbourne - Equinix ME1, Melbourne - NextDC M1



July 19, 2018 11:58AM AEST
July 19, 2018 1:58AM UTC
[Identified] A network issue has been identified for customers utilising firewalls in our Melbourne locations resulting in loss of connectivity to services behind firewalls. At this time, ONLY services with firewalls in Melbourne are impacted.

July 19, 2018 12:04PM AEST
July 19, 2018 2:04AM UTC
[Identified] This issue is related to part of the hardware infrastructure hosting the firewall instances. Remedial works are taking place now however no ETA is available. Next update will be at 12:30pm AEST

July 19, 2018 12:34PM AEST
July 19, 2018 2:34AM UTC
[Identified] Network to the firewalls has been restored however we are investigating the root cause. Next update is expected at 1pm

July 19, 2018 12:41PM AEST
July 19, 2018 2:41AM UTC
[Monitoring] The root cause has been identified and a recurrence at this time is not expected. We are now monitoring this situation.

1

Active Incidents

0

Active Maintenances

2

Upcoming Maintenances

Scheduled Maintenance

Schedule

July 20, 2018 8:00AM - 7:00PM AEST
July 19, 2018 10:00PM - 9:00AM UTC

Components

Network, Dedicated Servers, Colocation, Cloud Services, Infrastructure

Locations

Sydney - Syncom SYD2

Description

During this maintenance window specialist contractors will be completing the 5 year major service and preventative parts replacement to the UPS Infrastructure at our Syncom SYD2 Datacentre. For this work to take place, the UPS Infrastructure will be placed into bypass mode for the entire duration of this maintenance. During the period that bypass mode is in place, power will be unprotected, and in the unlikely event a power interruption occurs, services will reboot. Servers Australia Operational Staff will be stationed at this site on this day supervising works and be ready to react if required. If you have any questions related to this maintenance, please do not hesitate to reach out to our support team.

Schedule

August 11, 2018 7:00AM - 4:00PM AEST
August 10, 2018 9:00PM - 6:00AM UTC

Components

Network, Dedicated Servers, Colocation, Cloud Services, Infrastructure

Locations

Sydney - Equinix SY4

Description

During this period, Equinix SY4 datacentre will be completing a "Dark Test" to test the components within the facility. This will include transferring the load from mains to generator, running on generator for a period of time and then transferring back to mains power. Operational staff will be onsite during this period and there is no expected impact to your services.

Network

Operational

Dedicated Servers

Operational

Colocation

Operational

Cloud Services

Operational

Infrastructure

Operational

Managed Wordpress Hosting

Operational

Service Desk

Operational

xDSL/EFM

Operational

History (Last 14 days)

Network InterruptionsService Disruption

Incident Status

Service Disruption


Components

Network, Dedicated Servers, Colocation, Cloud Services, Infrastructure, Managed Wordpress Hosting, Service Desk, xDSL/EFM


Locations

Sydney - Equinix SY1, Sydney - Equinix SY3, Sydney - Equinix SY4, Sydney - Syncom SYD1, Sydney - Syncom SYD2, Sydney - Global Switch, Sydney - NextDC S1, Sydney - Vocus, Brisbane - Syncom BNE, Brisbane - NextDC B1, Brisbane - NextDC B2, Melbourne - Equinix ME1, Melbourne - NextDC M1, Melbourne - Vocus, Perth - Vocus, New Zealand, Sydney, Brisbane




July 13, 2018 9:39AM AEST
July 12, 2018 11:39PM UTC
[Investigating] Network engineers are currently investigating network interruptions. Further updates will be provided when possible.

July 13, 2018 9:50AM AEST
July 12, 2018 11:50PM UTC
[Identified] Engineers have restored connectivity to some services. Engineers are still working to restore services that are still experiencing issues. Further updates to come.

July 13, 2018 10:01AM AEST
July 13, 2018 12:01AM UTC
[Monitoring] Engineers have confirmed connectivity has been re-established network-wide. A PIR for this incident will be provided ASAP. Please contact our helpdesk if you experience any further issues with your services.

July 13, 2018 10:07AM AEST
July 13, 2018 12:07AM UTC
[Monitoring] Some services are still affected by this and currently being worked on. Additional updates to come.

July 13, 2018 10:34AM AEST
July 13, 2018 12:34AM UTC
[Monitoring] Engineers are still working on restoring services. Another update will be provided shortly.

July 13, 2018 11:03AM AEST
July 13, 2018 1:03AM UTC
[Monitoring] Engineers are still working on restoring services. Further updates to come.

July 13, 2018 11:55AM AEST
July 13, 2018 1:55AM UTC
[Monitoring] Some clients may still be experiencing intermittent issues. Engineers are still working to resolve these and will provide another update shortly.

July 13, 2018 12:17PM AEST
July 13, 2018 2:17AM UTC
[Monitoring] Engineers are still working to restore connectivity to services. Further updates to come.

July 13, 2018 12:39PM AEST
July 13, 2018 2:39AM UTC
[Monitoring] Engineers are now working on the small number of services still affected. An update will be provided once connectivity has been restored to all services.

July 13, 2018 1:10PM AEST
July 13, 2018 3:10AM UTC
[Monitoring] Engineers are still working on the remaining affected services. If you are still experiencing issues, please contact our helpdesk.

July 13, 2018 3:44PM AEST
July 13, 2018 5:44AM UTC
[Monitoring] Engineers are aware of packet loss and latency spikes for some services. We are currently discussing and working on a fix to be implemented and rolled out. Further updates will be provided when a plan has been put in place.

July 13, 2018 4:05PM AEST
July 13, 2018 6:05AM UTC
[Monitoring] Engineers will be implementing a fix to resolve packet loss and latency issues at 4:30 PM AEST. Between 4:30 PM and 4:40 PM clients may experience up to 3 minutes of downtime to services while engineers apply a fix to some devices in the Sydney, Melbourne and Perth network. For any questions or concerns regarding this please contact our helpdesk by emailing support@serversaustralia.com.au or calling 1300 788 862.

July 13, 2018 4:30PM AEST
July 13, 2018 6:30AM UTC
[Monitoring] Engineers are now proceeding with this. An update will be provided once this has been rolled out completely.

July 13, 2018 4:44PM AEST
July 13, 2018 6:44AM UTC
[Monitoring] Engineers have successfully rolled the required changes to devices. Connectivity should start restoring for all services now.

July 15, 2018 9:09AM AEST
July 14, 2018 11:09PM UTC
[Monitoring] Our Network Team is continuing to review the issue, and will be working on an Incident Report for customers.

July 19, 2018 12:01PM AEST
July 19, 2018 2:01AM UTC
[Resolved] This incident is now resolved and the PIR emailed to all customers.
Network Congestion Degraded Performance

Incident Status

Degraded Performance


Components

Network


Locations

Sydney - Equinix SY1, Sydney - Equinix SY3, Sydney - Equinix SY4, Sydney - Syncom SYD1, Sydney - Syncom SYD2, Sydney - Global Switch, Sydney - NextDC S1, Sydney - Vocus




July 17, 2018 2:38PM AEST
July 17, 2018 4:38AM UTC
[Identified] Network engineers are currently investigating high amounts of traffic coming from an upstream transit path in Sydney. Further updates will be provided ASAP.

July 17, 2018 3:07PM AEST
July 17, 2018 5:07AM UTC
[Monitoring] Our upstream providers have taken actions to resolve this. If you have any further issues with your services, please contact our helpdesk.

July 19, 2018 12:01PM AEST
July 19, 2018 2:01AM UTC
[Resolved] This issue is now resolved

Description

Engineers have identified packet loss being caused by issues with a number of top of rack devices, stemming from this mornings' network incident, requiring these devices to be rebooted. Customers on these devices will see 3-4 minutes of downtime while the device reloads. We will be rebooting these devices one after another over the next hour. The devices affected are: es-17-3 es-18-2 es-18-5 es-18-9 es-20-1 es-2-7 es-8-0607-p1 es-8-0612-p1 sw-13-3 sw-14-10 sw-14-2 sw-14-3 sw-14-5 sw-14-6 sw-14-8 sw-16-1


Components

Network, Dedicated Servers, Colocation


Locations

Sydney - Equinix SY4, Sydney - Syncom SYD1, Sydney - Syncom SYD2, Brisbane - Syncom BNE, Melbourne - Equinix ME1, Melbourne - NextDC M1, New Zealand, Sydney - Equinix SY3


Schedule

July 13, 2018 10:15PM - July 13, 2018 11:15PM AEST
July 13, 2018 12:15PM - July 13, 2018 1:15PM UTC



July 13, 2018 10:16PM AEST
July 13, 2018 12:16PM UTC
[Update] Maintenance is starting now

July 13, 2018 11:10PM AEST
July 13, 2018 1:10PM UTC
[Update] All switches have been reloaded except es-8-0612-p1, which has not come back up. Remote hands in NextDC M1 have been requested to attend site and investigate the issue. If you are still experiencing packet loss, please contact our support desk.

July 14, 2018 12:43AM AEST
July 13, 2018 2:43PM UTC
[Update] sw-8-0612-p1 in NextDC M1 has been restored to service. We have identified a number of switches in SynCom SYD1 which also require rebooting. We will be commencing work on these shortly. es-16-e9-p1 es-16-e9-p2 es-16-f6-p es-16-f7-p sw-16-10 sw-16-12 sw-16-19 sw-16-2 sw-16-4 sw-16-9

July 14, 2018 2:09AM AEST
July 13, 2018 4:09PM UTC
[Update] The affected switches in SynCom SYD1 have been rectified without needing reboots. We have identified a small number of devices in Equinix SY3 and SY1 which are also affected by this issue, and have a technician enroute to implement the same fix. No services on these switches are currently affected, however we are instituting this fix now to ensure no packet loss occurs when load increases during the day tomorrow.

July 14, 2018 4:10AM AEST
July 13, 2018 6:10PM UTC
[Update] The affected devices in Equinix SY3 have now been rectified, and our technician is moving on to SY1 to complete the work there.

July 14, 2018 5:01AM AEST
July 13, 2018 7:01PM UTC
[Update] All works on Top of Rack devices tonight have been completed. If you are still experiencing any packet loss, please contact our Support Desk.

Description

Servers Australia network engineers have identified an issue with a router within NextDC M1 impacting some customer services. In order to resolve this issue, engineers working with the router vendor will be restarting the router in a controlled maintainace window. Customers with single homed BGP sessions located on BDR-8-1 within NextDC M1 will see up-to a 5 minute outage during this time. All other services will automatically reroute via another path. Servers Australia would like to apologise for any inconvenience that this may cause.


Components

Network, Dedicated Servers, Colocation


Locations

Melbourne - NextDC M1


Schedule

July 7, 2018 1:00AM - July 7, 2018 1:30AM AEST
July 6, 2018 3:00PM - July 6, 2018 3:30PM UTC



July 7, 2018 1:20AM AEST
July 6, 2018 3:20PM UTC
[Update] Network Engineers have started working on this issue

July 7, 2018 1:25AM AEST
July 6, 2018 3:25PM UTC
[Update] Network Engineers have completed the scheduled works successfully and all services have returned to an operation status. Please reach out to our support team on 1300 788 862 or by emailing support@serversaustralia.com.au if you are still experiencing issues.