Category: Uncategorized

As of 6:50 PM on 10/21, a small subset of Fiber customers in San Francisco are down. Our engineering team is working to restore connectivity as quickly as possible and will update as more details become available. We apologize for any inconvenience.

Update(6:51AM): Crews have identified cable damage and have determined that replacing the cable will be required. Unfortunately, this will require taking additional subscribers offline for a portion of the repair. This MOTD will be updated when we have expected downtime for those subscribers, as well as an ETR for those currently affected.

Update(9:02AM)Work has begun on repair. With the removal and replacement of damaged cabling we hope to have the first round of repairs done by 3pm

Update(1:21PM) New estimated time of repair is 4pm.

Update(4:14pm) Repairs have been completed. If you are still experiencing any issues please contact Support.

Update: Maintenance complete.

Tonight at 11:59pm we will be performing maintenance to systems including Members Tools, Webmail, Forums, and the VPN server.  Individual system downtime should be brief and we expect to complete the maintenance within 2 hours. – Sonic System Operations

Today around 12:03AM, we had to perform an emergency maintenance in Sebastopol affecting Fusion DSL and Flexlink users. Customer impact was about 2 minutes downtime.

– Network Engineering

Update: Maintenance complete.

This evening at 11:59pm we will be performing updates to several systems including custom hosting servers, openVPN, webmail, etc.  Individual system downtime will be brief and we expect to complete the maintenance within 2 hours.

Update: Maintenance was completed at 12:30AM, 10/4/2018.

This evening at 11:59pm we will be performing non-intrusive maintenance in the Northpoint area of Santa Rosa. The maintenance window is one hour with no expected customer impact.

– Network Operations Center

Update 9:30am – Services should be restored at this time. If you are still having any issues with your service please contact our Network Operation team.

We are currently investigating a reachability issue to certain pieces of networking equipment which serves many of our Santa Rosa Northpoint Business fiber customers as well as some customers with transport into our colocation facility. There is currently no ETR but an update will be posted as soon as we have more information from our engineering team.

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 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.