Thursday, October 27, 2022

POTENTIAL SERVICE DISRUPTION


October 30, 2022, 2:00 PM ET  

Symptoms:  

Unable to access your Shadow All In One Analytics portal.

Problem:
Starting October 27, 2022, at approximately 9:00 am EST, several customers of Shadow All In One Analytics report being unable to log in.

RESOLVED:

OCTOBER 30, 2022 - 2:00 PM ET - SERVICE INTERRUPTION RESOLUTION

Last week, Starting Thursday and intermittently on Friday, some RSI customers experienced portal access and some data loss due to faulty network services and routers. We resolved the issue by porting affected customers to new servers over th last 72 hours.

A handful of customers may not see some recent recordings or data which can generally be retrieved from our archives and backups.  

Contact our support services to fine tune your system if you notice discrepencies or login issues.

OCTOBER 28, 2022 - 2:00 AM ET - SERVICE INTERRUPTION UPDATE

Some customers are experiencing intermittent outages to their portal access. Our engineers and service provider engineers have identified the problem and taking corrective action. Several customers were impacted and are being migrated to different AWS servers. There are still a few dozen expected to have issues for the next 48 to 72 hours. We are working hard to resolve this issue (related to both hardware and software network services). In many cases, this has required a tear down and rebuild of some images. We continue to work diligently and will update regularly on progress.

OCTOBER 27, 2022 - 9:00 AM ET - INITIAL REPORT

Some customers may be experiencing intermittent outages to their portal access. Our engineers are working to identify the source of the incidents with our providers.

12:00 PM ET - Some customers may be experiencing intermittent outages to their portal access. Our engineers have discovered the source of the cause. Action is being taken to rectify the problem.

2:00 PM ET - Some customers may be experiencing intermittent outages to their portal access. Our engineers are reactivating network services, reconfiguring systems and restoring backups. Affected customers may will be activated in sequence.


RSI Support Services.

support@telecost.com