Update: As of 9:30am the websites are back up. SOC is still investigating the cause.

Systems Operations is investigating a website outage that began at 8:45am 8/17. The outage is effecting webmail, membertools, forums, and the sonic.com.

Update: Maintenance is complete.

Last night, beginning just after midnight we performed emergency network maintenance in effort to resolve a connectivity issues affecting a small section of our Fusion Fiber customers in San Francisco. Maintenance is complete and everyone affected appears to be restored.

If you experience any further issues, please don’t hesitate to reach out to our Support department.

– Network Operations Team

Rolling blackouts have significantly impacted our customer care team and their ability to work remotely or receive inbound calls.

Sonic Support is currently unavailable, and will remain unavailable for the rest of the night, but we hope to return to normal operation tomorrow, 8/15/2020, at 8am.

We apologize for any inconvenience.

-Sonic Support

Update: Maintenance is complete.

Tonight beginning at 11pm we will be applying upgrades to multiple systems, including our VPN servers.  Any downtime should be brief and we expect to complete the maintenance within 3 hours.

Update: Migration work complete, all custom hosting sites are up and running.

Update: We will be resuming the migration of the remaining custom hosting sites at 11pm. During this time those sites will experience brief downtime.

Starting at 11pm last night, errors during a backend filesystem migration caused several of our custom hosted sites to become unreachable. We are still looking into what caused the errors.

-SOC

Update(11:08am): It appears the affected networks were much more isolated than we initially believed. Affected network segments include a portion of our 2260 Apollo Way data center, as well as a number of internal monitoring and management networks. Another update will be provided tomorrow during business hours.

Tonight, August 4, starting around 9:49PM, a core router rebooted, causing wide-spread intermittent connectivity issues. This device was in a redundant configuration, will will receive some scrutiny as to why graceful failover did not occur.

We believe service has been mostly, if not completely restored and will provide updates as we have them.

-Netwokr Engineering

We’re shutting down our legacy Cisco VPN services at the end of the August, 2020.  It has been replaced with our OpenVPN server which is also free for all Sonic customers to use.  OpenVPN is a modern VPN service with widespread support available in all current operating systems, mobile platforms and even many routers and firewalls.

To use the new VPN, simply log into https://ovpn.sonic.net using your Sonic username and password then download and install the appropriate client.  Once complete you can either download and import the connection profile manually or log in directly to https://ovpn.sonic.net

The few users still connecting to the old service have been notified directly.

-Kelsey

Update: 12:25am Maintenance complete

Tonight beginning at 11:59pm we will be replacing a redundant management card on transport equipment serving the Sacramento area. No downtime is expected. The maintenance window is 4 hours.