This evening, April 15th, at 10:15PM we will be inserting a new interface card into one of our aggregation routers. This router provides FlexLink coverage for the Healdsburg area. This work is not expected to cause an interruption of service, but a router reload may be required to complete this operation. If a reload is required, customers served by the affected router will experience 5-10 minutes of service interruption.
-Tim and Clay
Update : Power was restored yesterday (14 April) around 5:55pm and all systems are normal. –Augie
Sonic.net’s Santa Rosa datacenter and offices are currently running on our power backup system due to a PG&E utility outage. Â All backup systems are operating as designed, and there is no customer impact.
It’s rare that we have an actual utility power outage here, so most of our use of the backup systems is weekly, semi-annual and annual testing and maintenance. Â It is very interesting to see the office, darker than usual (only limited lighting is on), but otherwise functioning as usual. Â Technical support PCs are online, our phone system is online, and we are providing customer service as usual.
I’d like to offer thanks and congratuations to the team here who put together our backup systems. Â Russ Irving, Kelsey Cummings, Nathan Patrick, Juston Pierce and former employees Matt Kirk and John Harkin. Â Thanks team! Â -Dane
At approximately 2:30 AM today, AT&T lost ATM connectivity to the Santa Cruz area, causing all DSL in that area to be non-functional. AT&T has no ETR at this time, but we are in contact with them and will update as soon as they have any new information.
-Jared and Nathan
Update: AT&T has an official ETR on this outage of 8 PM today. We will continue to update as we get more information from AT&T on this outage. This news article provides additional information on the nature and cause of the AT&T outage: http://www.digitalnewsreport.com/2009/04/phone-internet-outage-in-santa-clara-santa-cruz/1302
Update: As of 2:40 PM we started seeing customers affected by the AT&T fiber cut come back online, and currently the live customer count is steadily increasing.
Update: At this time, AT&T reports that the fiber cut that caused this outage has been repaired, and all affected customers should be back online.
This upcoming Friday, April 10 at 12:01 AM, we will be performing a maintenance reload on our ATM customer aggregation routers. This will result in 5-10 minutes of downtime for Business-T and FRATM customers.
-Jared
Update: The maintenance reloads were completed without issue. Total downtime for affected customers was under 10 minutes.
This Wednesday, April 8 at 12:01 AM, we will be doing brief cable maintenance on the DS3 that backhauls some of our T1 capacity in our San Francisco POP. This will result in approximately 15 minutes of downtime for T1 customers on the affected DS3.
-Jared and Nathan
Edit: Fixed incorrect month.
Update: This maintenance is complete. Actual downtime for affected customers was approximately 221 seconds. -Nathan and Clay
At 11 AM today we proactively failed out of service a DHCP server that serves DHCP to some DSL customers in the Bay Area and Sacramento area due to a RAID disk failure. The DHCP traffic fell back to our backup DHCP server. Unbeknownst to us, the backup DHCP server had a hardware issue that was causing it to respond to DHCP lease requests slowly, thus causing intermittent DHCP service to the affected customers. We have restored the primary DHCP server while we diagnose and repair the backup server. We apologize for any interruption of service that this DHCP issue caused.
-Jared, Nathan, Jasper, Kavan and Kim
At 12:00PM this afternoon we will be performing an emergency router reload on one of our ATM customer aggregation routers. All connected Business-T and FRATM customers will experience approximately 5 minutes of downtime during the reload.
-Tim and Dusty
At 1:08 AM today, our ATM backhaul circuit to the Fresno area went down unexpectedly. We immediately began diagnosing and troubleshooting the circuit with AT&T, but before we could isolate the problem, the circuit came back up, approximately 10 minutes later.
We are currently monitoring the circuit with AT&T, and apologize for any inconvenience this brief outage caused.
-Jared
This Thursday, March 26 at 12:01 AM, we will be inserting a new card into our core ATM switch in Los Angeles. This switch handles all DSL, Business-T and FRATM connections in the Los Angeles area. No impact is expected, though the hardware insertion may require a reboot of the chassis. If this is necessary, all DSL, Business-T, and FRATM customers in the Los Angeles area will suffer 5-10 minutes of downtime.
-Jared
Update: The card insertion has been completed without incident. There was no impact to any customers.
Monday March 30th we will be disabling the url_include ability in our default PHP setup in order to improve the security of our web cluster. This ‘feature ‘ of PHP is frequently misused by web developers and is the by far the most common vector used by hackers to gain access to exploit customer websites. Web hosting customers that require this functionality have several options to either work around or re-enable it presented in further detail in a FAQ at http://www.sonic.net/support/faq/advanced/url_include.shtml
If you think you may be using this feature we urge you to review your php code before March 30th and make any necessary changes to ensure that you will not be affected.
Update: We have completed the changes to php on our web cluster. Please note that at this time these changes only affect customers using the default php configuration.