All Messages

Title Service Type Datesort ascending

UK Phone Number Not Working

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

Phones Info 15 Apr 2018
3:47pm UTC

UK Phone Number Not Working

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

Phones Info 14 Apr 2018
3:42pm UTC

UK Phone Number Not Working

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

Phones Info 13 Apr 2018
1:55pm UTC

Servicios inoperativos

Los servicios SaaS en Chile son inoperativos. Estamos trabajando con el proveedor para determinar el problema y restaurar el servicio lo más rápido posible.

Los servicios de SaaS en Chile ahora han sido restaurados. Todos los servicios ahora deberían estar disponibles.

SaaS-Santiago Info 13 Apr 2018
3:35am UTC

RESOLVED Investigating Enterprise Issues - Single Cluster

Update2:  At this time the majority of the customers impacted by this event have had their Enterprise / Portfolio services restored. 


Update1:  We are now bringing Enterprise services back up at this time.


Initial Notice: Some customers may be experiencing connectivity issues with Enterprise/Portfolio.  We are working on the problem and will have it resolved as soon as we can.


 

SaaS-Atlanta Info 12 Apr 2018
2:36pm UTC

UK phone number not working

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

Phones Info 12 Apr 2018
1:21pm UTC

RESOLVED - Symphony service disruption advisory

The following event has been resolved. All customer services are now available


We are currently in the process of restarting customer environments. Some of you may have noticed this.  Please feel free to resume normal operations. 


Our colocation partner has dispatched a technician to our suite.  At this time the technician has reset the blade manually.  We hope to have additional details soon.


Our Infrastructure team has opened a ticket with our colocation partner for hands and eyes suppport


This event has been escalated to the Infrastructure Team for troubleshooting


 

The following notice was sent to customers on a single server in our Atlanta facility.  This event affects only a handful of customers.  Updates to be posted here

WHAT:  Symphony server failure.
WHY:  Our monitoring has alerted us to a down system event.  We are in the initial stages of investigation and will send you an update with further details as soon as possible.
IMPACT:  Access to Symphony Workflows and Symphony e-Library will be unavailable to staff and patrons.

SaaS-Atlanta Info 12 Apr 2018
12:21pm UTC

Investigating Enterprise Issues - Single Cluster

Update:  Service has been restored.

---

Some customers may be experiencing connectivity issues with Enterprise/Portfolio.  We are working on the problem and will have it resolved as soon as we can.

SaaS-Atlanta Info 11 Apr 2018
9:24pm UTC

UK Phone Number Not Working

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

Phones Info 11 Apr 2018
2:28pm UTC

Emergency Maintenance

We have been advised by our hosting provider that they are currently performing emergency maintenance to this environment. We will update this status as and when we receive updates.

Update - Our hosting provider has confirmed that the maintenance has been successfully completed. All services are available.

FedRAMP Info 11 Apr 2018
8:40am UTC

UK Phone Number Not Working

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

Phones Info 10 Apr 2018
2:27pm 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

North America - BLUEcloud Analytics

12:27 PM MST: We found the issue and have resolved it.  We had some unexpected network interruptions to the queue message queue management system for BCA caused by some planned maintenance that did not require any planned downtime.  We have developed a new set of monitoring checks to alert us to the issue in case it happens again in the future.

 

We are currently investigating an issue with BLUEcloud Analytics in North America were extracts are not running.

SaaS-Atlanta Info 02 Apr 2018
2:57pm UTC

RESOLVED - Investigating Enterprise Issues - Single Cluster

WHAT:  The following service disruption has now been cleared and our monitoring is green across the board.  It is not immediately clear what caused the disruption.  However, exceptionally high database connections required many of the instances on this cluster to be restarted.  We will continue to keep a close eye on the situation. 

ACTION:  No immediate customer action required.  If you are continuing to experience problems with your hosted environment please contact Customer Support.


We are currently investigating monitoring alerts for one cluster in Atlanta.  Updates to be posted here.

SaaS-Atlanta Info 01 Apr 2018
8:45pm UTC

RESOLVED - NA3 BLUEcloud Service Disruption

The following issue has been resolved.

We are currently working to resolve a problem with BLUEcloud applications in NA3. Updates to be posted here

SaaS-Atlanta Info 31 Mar 2018
4:50pm UTC

RESOLVED - BLUEcloud Analytics - Resolving Reports Issue

The following issue has been resolved. We found that one or more of the impala nodes became unresponsive. A restart of the cluster was performed and completed inside 3 minutes. We are now seeing data flow through the queue more normally and test queries finishing within exptected times.


We are aware of a problem with BLUEcloud Analytics reports not finishing and returning data.  We are in the process of resolving the issue and hope to have services back online inside 10 minutes. Updates to be posted here.

SaaS-Atlanta Info 29 Mar 2018
6:22pm UTC

RESOLVED - Addressing Horizon problems in Montreal

The following event has been resolved. If you are continuing to experience problems with your hosted environment please contact Customer Support for immediate assistance.


WHAT:  HIP server

WHY:   Our monitoring has alerted us to a down system event.  We are in the initial stages of investigation and updates will be posted here.

IMPACT: HIP access will be down. Horizon will still be functioning, but might show an error about middle tier. Holds will not work until HIP is brought back online

SaaS-Montreal Info 21 Mar 2018
1:33pm UTC

Network connectivity issues with MTL

Customers may be experiencing network connectivity issues with our MTL based products and services.  We are working on the issue at this time.  We will update this message when services are restored.


UPDATE:  Network services are restored.  All products and services should be available.  Please contact support@sirsidynix.com if there are any further connection issues.

SaaS-Montreal Info 19 Mar 2018
6:07pm UTC

Enterprise 5 outage

Update:

At this time we beleive this issue is resolved.

Original:

We are currently experiencing an issue with our Enterprise 5.0 cluster and are working to resolve the issue as quickly as possible.

 

SaaS-Melbourne Update 13 Mar 2018
8:35pm UTC

Network disruption

We are aware of network issues effecting customer access to SaaS hosted servers. Investigations are underway and we hope to have this resolved soon.

Update: We believe the issue has been resolved. Please contact Customer Support if you are continuing to experience connectivity problems.

SaaS-Montreal Update 07 Mar 2018
3:23pm UTC

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