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Incident affecting most services 2016-06-18 to 2016-06-19

Update: Our incident report regarding this issue is now available here.

 

Time: 2016-06-18 - 2016-06-19 (times TBC)

 

Affected Services: 

Some IVR, web and payment services; most scheduled services; all sftp/ftp services.

 

Unaffected Services: 

Call routing, SMS services and hosted APIs.

 

Service Status: 

Service has now been resumed and we're working to restore missing reports and run all failed schedules.

 

Detail: 

About mid-day on Saturday the 18th the fileserver started to return "stale" responses to files being accessed.  This resulted in shared files not being able to be read or written.  Our monitoring failed to report the file-server as failing as it reported as healthy.  Following what appears to be a timeout and reconnect, the servers had restored themselves by the following day.  We're currently working on a full incident report which will be made available on the helpdesk as soon as it's ready.

 

Apologies for any disruption that this may cause. We appreciate your co-operation and understanding regarding this issue.

If you have any questions or remarks please log a ticket through the Helpdesk system or email helpdesk@encoded.co.uk

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  1. Bob Davies

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