Update: Maintenance is complete.
This evening at 11:59pm we will be performing maintenance on multiple customer facing systems, including customer databases, webmail, and the openVPN server. Individual system downtime should be brief, and we expect to complete the maintenance within 2 hours.
Update: Maintenance complete.
This evening at 11:59pm the OpenVPN service at ovpn.sonic.net will be briefly interrupted for maintenance. Downtime is expected to last only a few minutes, and afterwards users may need to manually reconnect.
As of 1:30pm 9/24 the issue should be clear. If you are still having trouble please give our Support folks a call.
9am 9/24
We are having trouble with some of our FUSION DSL equipment in San Francisco. Our engineering team is working hard on repairs. We apologize for any inconvenience.
Update: Maintenance complete.
Tomorrow night, September 23rd starting at 11:59PM, we will be performing intrusive maintenance on equipment serving legacy DSL customers. Our maintenance window will be for one hour until 1:00AM, but actual expected customer downtime is only expected to be 10-15 minutes.
-Network Engineering
Update 22:56:37 PDT: Everything looks good and all services appear to be functioning.
Update 21:37:03 PDT: The final cohort has been enabled. We’ll continue to watch the cluster for next several hours to ensure that everything is working as intended. It will still take some time before we’ve regained expected performance.
Update 19:17:35 PDT: Approximately 5/6 of user’s access to mail spools has been restored. We’re still on target for having services fully restored in a few hours.
Update 17:39:57 PDT: Approximately 2/3 of user’s access to mail spools has been restored and while users can expect slow performance, the cluster and storage pools appear to be stable and chugging along. At this point, we expect to have services fully restored later tonight. Please note that no email was lost during this outage and our inbound servers were able to deliver mail without issue.
Update 16:19:00 PDT: The status of our email system is continuing to improve – we will post an update as our systems return to normal operation.
Update 13:00:56 PDT: In order to allow the cluster to recover we’ve taken steps to reduce the total number of user who can log in at once. This appears to be having positive results and is allowing the storage pools to catch up with the load. We still don’t have an ETA but the situation is improving.
Update: We believe the underlying issues have been been resolved. However, it will take some time for IMAP and POP services to return to normal. The fix has resulted in substantially increased IO load on our mail spool storage as all mailbox indexes have to be rebuilt. This rebuild process can take a long time to complete, especially for large mailboxes, and it will be some time before the process is complete for all active mailboxes.
Update: We’re continuing to restore services for effected users. Please note this may also affect some Fusion DSL user’s voicemail services.
Update: mailboxes for many users have been fixed and are working properly. We’re continuing to repair remaining effected users.
Unfortunately, the mail server upgrade and rollback has caused issues for our IMAP cluster and it looks like most IMAP sessions are failing. We’re working to restore services ASAP and will have more information forthcoming. -Kelsey and Grant.
UPDATE: This upgrade has been postponed
Tonight at 11:59pm we will be upgrading our POP3 and IMAP servers to a new software release. There may be brief service interruptions while the updates are rolled out.
-SOC
Tonight, starting at 11:59 PM, we will be performing intrusive maintenance affecting a subset of Fusion DSL and FlexLink customers in San Francisco and the South Bay. Expected down time is approximately 30 minutes. The maintenance window is 6 hours.
Update3: Maintenance is done, but some equipment in San Francisco and Santa Cruz failed. We’re dispatching out to get the equipment replaced.
Update2: This maintenance will be done tonight(9/23/18) starting at 11:59pm. The maintenance window is 6 hours.
Update: This maintenance has been cancelled
– Network Engineering
Around 5:30PM today, routine network configuration on equipment serving Brentwood triggered a router bug that broke customer connectivity. Our support staff quickly alerted network engineering and we were able to revert the configuration and restore service. The NOC will in investigate the exact cause of the issue and take steps too prevent it’s recurrence.
-Network Engineering
Tonight, starting at 11:59 PM, we will be performing intrusive maintenance affecting a subset of Fusion DSL and FlexLink customers in the North Bay and East Bay. Expected down time is approximately 30 minutes. The maintenance window is 6 hours.
Update 5:59 AM: This maintenance is now complete.
– Network Engineering
Tonight, starting at 11:59 PM, we will be performing intrusive maintenance affecting a subset of Fusion and FlexLink customers in the East Bay. Expected down time is approximately 30 minutes. The maintenance window is 6 hours.
Update 5:55 AM: This maintenance is now complete.
– Network Engineering