Contact our 24/7 Australian Support Team - 1300 788 862 or open a conversation with our support team through the MySAU Portal

Active Incident
Packet Loss to Some Brisbane ServicesOperational

Incident Status

Operational

Components

Network

Locations

Brisbane - Syncom BNE, Brisbane - Equinix BR1


January 23, 2020 1:19PM AEDT
January 23, 2020 2:19AM UTC
[Investigating] Engineers are investigating reports of packet loss on some paths through our Brisbane Networks. Work is underway to identify and resolve this partial disruption as soon as possible, and further updates will be provided as soon as possible.

January 23, 2020 1:58PM AEDT
January 23, 2020 2:58AM UTC
[Investigating] Network Engineers are continuing to isolate the cause of packet loss being experienced on some BR1 services this afternoon. A further update will be provided once the issue has been identified.

January 23, 2020 2:40PM AEDT
January 23, 2020 3:40AM UTC
[Investigating] Enginers are working directly with personnel onsite at the facility to investigate this issue further at this point in time. Another update will be provided as soon as possible.

January 23, 2020 3:36PM AEDT
January 23, 2020 4:36AM UTC
[Identified] Engineers have escalated this issue and are working directly with hardware vendors to further identify the root cause of this issue. Another update will be provided as soon as available.

January 23, 2020 8:23PM AEDT
January 23, 2020 9:23AM UTC
[Monitoring] Engineers working with hardware vendors have been able to identify and resolve an issue affecting some services in our Brisbane facilities. A fix was implemented at approximately 16:00 AEDT, and engineers have been monitoring the situation since.

1

Active Incidents

0

Active Maintenances

4

Upcoming Maintenances

Scheduled Maintenance

A6 Generator Remedial Works - SY3Planned Maintenance

Schedule

February 6, 2020 7:00AM - February 7, 2020 8:00PM AEDT
February 5, 2020 8:00PM - February 7, 2020 9:00AM UTC

Components

Infrastructure

Locations

Sydney - Equinix SY3

Description

Equinix has identified that their onsite A6 Generator requires priority maintenance to replace an intermittent fault with a component found during routine maintenance. Equinix engineers in addition to on-site vendors will perform the rectification works in order to minimize associated risk and disruption. During this maintenance window, the A6 Generator will be placed offline to allow the remedial works to be performed. It will be performed without disruption to the operational environment and only working on one generator at a time, though it is noted that redundancy will be reduced during the planned works.
B2 Generator Remedial Works - SY3Planned Maintenance

Schedule

February 7, 2020 7:00AM - February 10, 2020 8:00PM AEDT
February 6, 2020 8:00PM - February 10, 2020 9:00AM UTC

Components

Infrastructure

Locations

Sydney - Equinix SY3

Description

Equinix has identified that their onsite B2 Generator requires priority maintenance to replace an intermittent fault with a component found during routine maintenance. Equinix engineers in addition to on-site vendors will perform the rectification works in order to minimize associated risk and disruption. During this maintenance window, the B2 Generator will be placed offline to allow the remedial works to be performed. It will be performed without disruption to the operational environment and only working on one generator at a time, though it is noted that redundancy will be reduced during the planned works.
Stage-1 UPS and STS Annual Maintenance - SY4Planned Maintenance

Schedule

February 10, 2020 7:00AM - February 21, 2020 5:00PM AEDT
February 9, 2020 8:00PM - February 21, 2020 6:00AM UTC

Components

Infrastructure

Locations

Sydney - Equinix SY4

Description

As part of Equinix's ongoing maintenance program, the Annual Maintenance of SY4 Uninterruptible Power Supply (UPS) and Static Transfer Switch (STS) Systems will be performed. Equinix is undertaking this comprehensive maintenance to maintain high operational standards and minimize the risk of disruption. During the scheduled window, various maintenance tasks and tests will be undertaken to the UPS systems and associated batteries, as well as the STS systems to ensure all is operating correctly. As the works will be undertaken to one system at a time, they will be performed without disruption to the operational environment and all critical power will continue to be supplied from an active UPS system. However, redundancy will be reduced.
UPS and ASTS Annual Maintenance - SY1Planned Maintenance

Schedule

February 17, 2020 7:00AM - February 21, 2020 5:00PM AEDT
February 16, 2020 8:00PM - February 21, 2020 6:00AM UTC

Components

Infrastructure

Locations

Sydney - Equinix SY1

Description

As part of Equinix's ongoing maintenance program, the annual maintenance of the uninterruptible power supply (UPS) & automatic static transfer switch (ASTS) systems will be performed. Equinix is undertaking the comprehensive maintenance in order to maintain high operational standards and minimise the risk of disruption. During the scheduled window, various tasks and tests will be undertaken to the UPS systems and associated batteries, as well as the ASTS systems to ensure all is operating correctly. As the works will be undertaken to one system at a time, they will be performed without disruption to the operational environment; though it is noted that switching to the redundant system may be required, resulting in a reduced redundancy during the scheduled window.

Network

Operational

Dedicated Servers

Operational

Colocation

Operational

Cloud Services

Operational

Infrastructure

Operational

Managed Wordpress Hosting

Operational

Service Desk

Operational

xDSL/EFM

Operational

Mail Filter

Operational

History (Last 14 days)

Network IssuesPartial Service Disruption

Incident Status

Partial Service Disruption


Components

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


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, Brisbane - Equinix BR1, Melbourne - Equinix ME1, Melbourne - NextDC M1, Melbourne - Vocus, Perth - Equinix PE2, New Zealand, Sydney, Brisbane


Post-Mortem

https://serversaustralia.my.salesforce.com/sfc/p/2v000001elvD/a/2v000000Lzpu/CrqVDhhBW07A3_3Q31ii4DOJbtQiMPnpv5XHA01foBs


January 14, 2020 6:35PM AEDT
January 14, 2020 7:35AM UTC
[Investigating] Engineers are investigating network issues at some sites. Further updates will be provided ASAP.

January 14, 2020 7:15PM AEDT
January 14, 2020 8:15AM UTC
[Investigating] Network engineers are continuing to investigate this issue, and will provide further information as available.

January 14, 2020 7:51PM AEDT
January 14, 2020 8:51AM UTC
[Identified] The issue has been identified to be a routing issue within the network. This is being worked on by a team of engineers and services are coming online and then going offline again, we are working to resolve this as soon as possible.

January 14, 2020 8:27PM AEDT
January 14, 2020 9:27AM UTC
[Identified] Engineers are continuing to restore services, we are working as fast as possible. Services should start to restore shortly. We thank you for your patience.

January 14, 2020 9:17PM AEDT
January 14, 2020 10:17AM UTC
[Monitoring] Engineers are currently monitoring the recent issues. All services should now be stable, however we will continue to monitor the situation for any further issues.

January 20, 2020 9:50AM AEDT
January 19, 2020 10:50PM UTC
[Resolved] Engineers have confirmed the ongoing stability of the network and a Post-Incident Report has now been published, linked to this incident (available as a Post-Mortem in this incident).
Connectivity to MySAU PortalPartial Service Disruption

Incident Status

Partial Service Disruption


Components

Service Desk


Locations

Sydney, Brisbane



January 18, 2020 5:38AM AEDT
January 17, 2020 6:38PM UTC
[Investigating] Engineers are currently working to identify a reported issue affecting the ability to access the MySAU portal. Work is currently underway to bring the portal up to operational status. If you require immediate assistance, please notify the Support Team on 1300 788 862. Further updates will be provided as soon as possible.

January 18, 2020 6:16AM AEDT
January 17, 2020 7:16PM UTC
[Identified] Engineers have identified a component that provides services to the portal that may be affecting your ability to load or login at this point in time. Further work is underway as a top priority to restore this service. Additional information will be provided as soon as available.

January 18, 2020 7:19AM AEDT
January 17, 2020 8:19PM UTC
[Resolved] Engineers have resolved the connectivity issue to the MySAU Portal, and all services are operating normally again.
Partial Network Disruption for Some ServicesPartial Service Disruption

Incident Status

Partial Service Disruption


Components

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


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, Brisbane - Equinix BR1, Melbourne - Equinix ME1, Melbourne - NextDC M1, Melbourne - Vocus, Perth - Equinix PE2, New Zealand, Sydney, Brisbane


Post-Mortem

https://serversaustralia.my.salesforce.com/sfc/p/2v000001elvD/a/2v000000Lzpu/CrqVDhhBW07A3_3Q31ii4DOJbtQiMPnpv5XHA01foBs


January 15, 2020 11:03AM AEDT
January 15, 2020 12:03AM UTC
[Investigating] Engineers are working to identify a network disruption affecting some services within our infrastructure. Further information will be provided once this has been identified and published as available.

January 15, 2020 11:26AM AEDT
January 15, 2020 12:26AM UTC
[Identified] Engineers have identified and are working to restore affected services. Further information will be made available as soon as possible.

January 15, 2020 12:00PM AEDT
January 15, 2020 1:00AM UTC
[Identified] Engineers have begun to implement changes to network infrastructure to resolve this disruption and some affected services are returning to normal operations. Please continue to monitor this status page as work continues.

January 15, 2020 12:24PM AEDT
January 15, 2020 1:24AM UTC
[Identified] Engineers are continuing to implement further corrective works and a majority of affected services are now returning to full operational status. Engineers are continuing to investigate and resolve remaining service disruptions for isolated infrastructure which will be restored as soon as identified.

January 15, 2020 12:50PM AEDT
January 15, 2020 1:50AM UTC
[Identified] Engineers are still working to manually restore services still affected including specific datacentre locations or services. Updates will continue to be provided as made available. To assist with resolving this as quickly as possible, please update our Support Team in the MySAU portal with your affected service's Order ID under a new, or existing Support Conversation.

January 15, 2020 1:54PM AEDT
January 15, 2020 2:54AM UTC
[Monitoring] Engineers have been continuing to work directly with affected clients who have reported in through the MySAU Portal and monitored services are now at an operational status. Please notify the Support Team via the MySAU portal if you are still seeing a service disruption so we can assist you further. Engineers are continuing to monitor the network.

January 17, 2020 6:48PM AEDT
January 17, 2020 7:48AM UTC
[Resolved] Engineers have been monitoring this issue for 2 days now and can confirm that this is stable and a plan is now in place to rectify the on-going issue. A Post Incident Report is available at https://status.mysau.com.au
International Packet LossOperational

Incident Status

Operational


Components

Network


Locations

Sydney - Equinix SY1, Sydney - Equinix SY3, Sydney - Equinix SY4, Sydney - Syncom SYD1, Sydney - Syncom SYD2, Brisbane - Syncom BNE, Brisbane - NextDC B1, Brisbane - NextDC B2, Brisbane - Equinix BR1, Melbourne - Equinix ME1, Melbourne - NextDC M1, Perth - Equinix PE2, New Zealand



January 15, 2020 9:41PM AEDT
January 15, 2020 10:41AM UTC
[Monitoring] Engineers observed a period of packet loss affecting some international connections coming over a specific transit provider. The packet loss occurred for a period of approximately 20 minutes, between 21:10 and 21:30 AEDT. This incident will be monitored further, and any additional updates will be provided as the situation develops.

January 17, 2020 10:48AM AEDT
January 16, 2020 11:48PM UTC
[Resolved] Please contact our help desk if you continue to see issues here.
Upstream Provider Packet LossDegraded Performance

Incident Status

Degraded Performance


Components

Network, Dedicated Servers, Colocation, Cloud Services


Locations

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



January 13, 2020 7:43PM AEDT
January 13, 2020 8:43AM UTC
[Investigating] Engineers are currently working with an upstream provider to troubleshoot packet loss being seen in Sydney via some paths. Further updates will be provided ASAP.

January 13, 2020 10:49PM AEDT
January 13, 2020 11:49AM UTC
[Monitoring] The upstream provider has identified an issue affecting their infrastructure. Engineers are awaiting further information regarding the issue from the upstream provider. Services have been operational since approximately 19:30 AEDT

January 14, 2020 9:26AM AEDT
January 13, 2020 10:26PM UTC
[Monitoring] Further changes have been implemented this morning. Please contact our help desk if you continue to see issues here.

January 17, 2020 10:47AM AEDT
January 16, 2020 11:47PM UTC
[Resolved] Please contact our help desk if you continue to see issues here.