All Messages

Title Service Typesort descending Date

BLUEcloud Analytics Outage

An unscheduled outage for BLUEcloud Analytics is being worked on. Restoration of service is anticipated no earlier than noon AEST (Melbourne).

SaaS-Melbourne Alert 06 Apr 2016
8:00pm UTC

Investigating reports of latency and/or disconnects

We were experiencing upstream network issues that are affecting some customers with latency and/or disconnects. 

The issue was resolved by the ISP.

SaaS-Montreal Alert 17 Oct 2018
2:57pm UTC

Enterprise outage

UPDATE: At this time we believe all Enterprise/Portfolio sites to be available again.

 

We are currently working on an issue which is affecting some Enterprise/Portfolio customers.

SaaS-Atlanta Alert 11 May 2018
6:31pm UTC

Listserv Delivery Issue

We are aware of an issue with the SirsiDynix Listserv lists not delivering messages and returning a message similar to this:

Your message couldn't be delivered to XXXX@lists.sdusers.net because the remote server is misconfigured. See technical details below for more information.

We are working on the issue now and will update this message as more information is available.

We apologize for the inconvenience.

SDSC Alert 28 Jul 2017
6:16pm UTC

Enterprise service disruption in Australia

What:  Enterprise service disruption in APAC region

Why:  Current diagnotics by Oracle suggests a controller failure on one production SAN

Status:  Oracle field enginner dispatched to site and has requested part replacement to be shipped from Sydney.  SirsiDynix is waiting on Oracle for estimated delivery time.

Estimated Recovery Time:  Unknown

SaaS-Melbourne Alert 25 Aug 2016
6:28am UTC

ONGOING- Investigating EOS.Web FedRAMP Network Issue

Update #5 - We believe the lingering issues have been resolved by the GovCloud provider.  We will keep this alert active until 5pm CDT.  If there are no further issues reported we will mark it as resolved.  

Update #4 - There are still some customers that remain down at this time. QTS is continuing to investigate. The following notice was just received.

On June 20th, QTS declared a Major Incident regarding a connectivity issue involving GovCloud East customers. QTS Engineers continue to re-mediate the issue and have engaged the vendor for joint troubleshooting efforts. We will continue to provide updates as they are available.

Update #3 - The following notice was received from the GovCloud provider.  This event is now considered resolved.  Additional details will be provided to EOS.Web Support as we receive them.  Event notice reopened.

QTS is aware of a connectivity issue involving GovCloud East customers and declared a Major Incident. QTS Engineers have now identified and resolved the denial or (sic) service routing. The servers are now back up and we are performing tests to ensure functionality.  The next update will be provided on 06/20/2018 at 2000 ET.

Update #2 - Based on our internal monitoring all services are available.  However, we have yet to hear from the GovCloud provider so service availability may be up and down.  Additional updates to be posted here.

Update #1 - The following notice was sent by the GovCloud provider.  Additional updates to be posted here

QTS is aware of a connectivity issue involving GovCloud East customers and has declared a Major Incident. QTS Engineers are actively investigating the issue and working to resolve the problem as soon as possible. We will continue to provide updates as they are available. The next update will be provided on 06/20/2018 at 1730 ET.

Initial Notice - We are aware of a potential connectivity problem for our EOS.Web FedRAMP customers.  At this time we are waiting to hear back from our GovCloud partner.  We will post updates here.  

FedRAMP Alert 20 Jun 2018
7:32pm UTC

UK Phone Number Not Working

Our 01923 202902 UK Support number is currently not working. Until this is resolved, please call 0800 016 3147 instead.

Phones Alert 09 Apr 2018
2:22pm UTC

BLUEcloud Service Interruption

UPDATE 9:56am MST - BLUEcloud Analytics subscription functionality has been restored.

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UPDATE 9:19am MST - BLUEcloud Analytics subscriptions are currently encountering some issues and are being investigated.

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During routine maintenance on the night of November 14th 2018, services in the North American BLUEcloud deployment (including Analytics) along with some Enterprise sites were unexpectedly interrupted.  The services were manually restarted and have recovered.  This will have impacted nightly data transforms.  Please contact support if your BLUEcloud Analytics data is not up to date and they will kick off a manual extract and transform.

SaaS-Atlanta Alert 15 Nov 2018
10:45am UTC

Horizon SaaS

We are aware of issues with the Horizon SaaS environment in Atlanta. Investigations are underway and we hope to have an update as soon as possible.

Update - Issues should now have been resolved and connectivity restored.

SaaS-Atlanta Alert 08 May 2017
11:40am UTC

Atlanta hosted (NA1) BcAnalytics performance issue

A resource issue is impacting peformance of BLUEcloud Analytics customers hosted out of the Atlanta datacenter (NA1). Additional resources are being added on Wednesday night (Atlanta) to address the issue. There will be a brief scheduled maintenance window on Wednesday night. A scheduled maintenance notice is being sent out separately.

BcAnalytics Alert 27 Nov 2018
9:15pm UTC

APAC Symphony outage

Update: At this time we believe all Symphony sites are back up and available. Please contact Client Care if you are still experiencing issues with Symphony.

 

We are currently working to resolve an issue that will affect several hosted Symphony customers.

SaaS-Melbourne Alert 12 Jul 2018
9:05pm UTC

Atlanta hosted (NA1) BcAnalytics performance issue

A resource issue is impacting peformance of BLUEcloud Analytics customers hosted out of the Atlanta datacenter (NA1). Additional resources are being added on Wednesday night (Atlanta) to address the issue. There will be a brief scheduled maintenance window on Wednesday night. A scheduled maintenance notice is being sent out separately.

BcAnalytics Alert 28 Nov 2018
8:00am UTC

Atlanta Service Disruption

RESOLUTION: DNS services have been stabilized.  All service monitoring checks have cleared.  If you continue to have difficulty accessing your hosted environment(s) please contact Customer Support. 

Update 2: DNS resolution efforts continue for our Atlanta, GA location.  This disruption primarily affects Symphony, Enterprise / Portfolio and EOS.Web customers.  Horizon and JetStream customers remain unnefected.  

Update 1: We are currently experiencing DNS problems in North America and are working hard to resolve them.  Additional updates will follow.

SaaS-Atlanta Alert 20 Dec 2016
10:30pm UTC

Widespread outage in Atlanta

(0609 MT) We are currently investigating several critical alerts for many services in the Atlanta facility. This may be impacting access to EOS.Web, Symphony, Horizon, Enterprise and other ancillary products. Updates will be posted here.

Update 1 (0635 MT) We have multiple engineers investigating. From our initial assessment it appears to be SAN / fabric / storage related. We will continue to post updates here.

Update 2 (0722 MT) We are continuing to focus on storage components, specifically the SAN switches. Internal escalation, to include members of management, has taken place.

Update 3 (0752 MT) At this time we are working with our colocation partner to review lights on various devices within our space. We are seeing 2 switch ports offline which is impacting the hosts ability to access their respective storage devices.

Update 4 (0912 MT) We are currently rebooting one of the suspect SAN switches. We believe this will reset the SAN links allowing host to storage communication.

Update 5 (1015 MT) At this time we are testing areas of the infrastructure prior to bringing hosts and services online.

Update 6 (1129 MT) Testing is near completion and preparations for service restoration are underway.

Update 7 (1220 MT) Individual service restorations are underway. Anticipate all services restored by 2PM (MT).

Update 8 (1321 MT) Roughly 50% of sytems are restored to service, including all EOS.web sites.

Update 9 (1425 MT) Restorations continue - at about 80% completed

Update 10 (1530 MT) A handful of restorations remain.

Update 11 (1635 MT) Addressing individual outage-related issues as reported by customers. We continue to have staff working this issue until all services are restored and alerts are cleared.

Update 12 (1755 MT) Final hourly update - Most monitoring is now green. SaaS teams are working through remaining details and some test instances. Anticipate "all clear" by 1900 (MT). Please contact SirsiDynix Customer Support with any issues - use the Critical Care number for down systems. Staff are online through the holidays.

SaaS-Atlanta Alert 23 Dec 2017
1:09pm UTC

EOS.Web Login, Reporting, and Email Issues

Update - the issue preventing some customers from being able to log into EOS.Web, and other customers from using email or reporting capabilities has been fully resolved.  All customers should now have normal functionality.

We are experiencing issues at the data center preventing some customers from being able to log into their EOS.Web systems.  Others are able to login and use EOS.Web but are not able to use the email capabilities, or run certain reports.  Our SaaS team is working to resolve all issues as quickly as possible, the resolution is expected later today.  We will keep you updated here.

SaaS-Atlanta Alert 03 Jan 2018
4:04pm UTC

Symphony ILS server outtage

We are currently investigating the matter.

UPDATE:
A network disruption caused a service disruption.

RESOLVED:
The network disruption has been resolved and Symphony is available again.

SaaS-Melbourne Alert 28 Jun 2017
5:03am UTC

RESOLVED: Investigating latency issues on the hosted Horizon and EOS.Web networks

RESOLVED

We have resolved the latency issues that affected both both Horizon and EOS.Web on Monday, February 27th. We will be taking additional steps to ensure VM level consolidation does not impact the performance of our hosted systems during business hours.  

 

SaaS-Atlanta Alert 28 Feb 2017
2:30am UTC

RESOLVED: Investigating latency issues for a subset of hosted Symphony customers

RESOLVED

The latency condition that existed for a subset of our hosted Symphony customers has been resolved.  

Original Message:

We are currently investigating latency alarms for a smaller set of our hosted Symphony customers in our Atlanta facility.  

Updates will be posted to this page. 

SaaS-Atlanta Alert 27 Feb 2017
7:57pm UTC

Horizon ATL issue

We are investigating a Horizon Citrix connectivity issue for some customers.  Services should be brought back online shortly.  If you have any questions or concerns please contact support at support@sirsidynix.com

SaaS-Atlanta Alert 10 Sep 2018
12:19pm UTC

RESOLVED - Horizon Latency Issues Update

RESOLVED

We are still working on the new Horizon latency issue. We don't know yet how much longer it will take to resolve.

The issue is with our SAN storage. We're trying to distribute the load to other SAN now.

We will update this alert as we learn more.

SaaS-Atlanta Alert 28 Feb 2017
3:39pm UTC

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