Information about upcoming maintenance, current downtime, and RFO for past downtime will be posted here. Updates more than six months old may be purged.
Please contact firstname.lastname@example.org for technical support inquiries.
There is no planned maintenance or ongoing outage at this time. Please open a ticket if your services are down.
Update 1 (10 July 2020 18:30 EDT): services are back online.
Hypervisor 1ee830f71342 is offline due to power cable tension issue and technician error during installation/migration of equipment for/to new 20A circuit. Services should be back online in five to ten minutes.
RFO Update (06 July 2020 21:00 EDT): Outage summary: at 06 July 2020 10:05 EDT there was power surge at Cogent's Toronto 245 Consumers Rd datacenter which led to server restarts and one PDU failure in one of our racks. (Other Cogent customers were also impacted and throughout the day the datacenter was quite crowded.) Due to the PDU failure, servers in that rack did not come back online. Our technician decided to replace the PDU at 11:00, and most servers began booting normally, but four servers had issues booting. One came online at 11:50 EDT at which point services that did not depend on the volume storage system, with the exception of virtual machines on the other servers, were able to come online. It is not clear the exact issue on the other three servers, but after re-seating the RAID controllers and taking out some disks and some other changes they were able to boot. (We only had two spare servers so would not have been able to quickly bring them online if none of the three were able to boot.) At 14:55 the first of those three servers came online and volume storage system operation was restored, and at 15:40 the last of those servers came online. There were a few other issues during the afternoon due to DHCP responses not being sent to booting VMs and IPv6 connectivity not working due to radvd daemon not running; we have added monitoring for the latter issue. We plan to investigate improved Ceph server grouping to reduce the probability of storage system downtime, and potentially more extensive virtual network monitoring to get details on each user virtual network.
Update 13 (06 July 2020 15:40 EDT): ceac64db9351 is back online now. All services should be restored at this time. Please open a ticket if your services are still down.
Update 12 (06 July 2020 15:05 EDT): cbec3404b692 is also back online now. At this time only ceac64db9351 is offline. Volume storage should be operational. Please open ticket if your VM is not on ceac64db9351 but you have services offline even after pressing shutdown/startup and/or reboot.
Update 11 (06 July 2020 14:55 EDT): volume storage system and hypervisor b1fda546d1e3 are back online. For volume VMs: if your VM is not working correctly please shutoff and then restart your VM. VMs on ceac64db9351, cbec3404b692 remain offline.
Update 10 (06 July 2020 14:20 EDT): all three hypervisors and volume storage system remain offline. We continue to work to resolve the issues but do not currently have ETA on resolution.
Update 9 (06 July 2020 14:00 EDT): three hypervisors remain offline due to hardware failure after power surge: ceac64db9351, cbec3404b692, and b1fda546d1e3. Volume storage system remains impacted and may show timeout operations on some volumes. If your service is not on one of those hypervisors and does not use volumes, but remains offline, please open support ticket.
Update 8 (06 July 2020 13:50 EDT): if you see your VM is online in VNC but not reachable, please try restart, and if it does not work please open ticket.
Update 7 (06 July 2020 13:16 EDT): we have resolved the issue on one of the three failed storage nodes and it is coming online now. We are working on the other two nodes but the first one should be sufficient to bring entire storage system online.
Update 6 (06 July 2020 12:48 EDT): most services are back online but three storage nodes are offline which means distributed storage system is offline so VMs with volume cannot be booted until we resolve this issue.
Update 5 (06 July 2020 11:50 EDT): controller node is booted.
Update 4 (06 July 2020 11:40 EDT): no replacement needed after removing serial port connection. ETA 10 minutes until most services except three hypervisors are online.
Update 3 (06 July 2020 11:35 EDT): some servers are damaged due to power surge. We need to replace it with backup server.
Update 2 (06 July 2020 11:05 EDT): PDU fail due to datacenter power surge. Replace and now services coming back online soon.
Update 1 (06 July 2020 10:20 EDT): appears to be power issue. Our technicians arrive on-site shortly.
Many services in Toronto are down. We are investigating.
Update 1 (26 June 2020 21:45 EDT): services are back online after replacing hardware component.
One hypervisor in Toronto (b9a3298d39d3) is offline. We are investigating.
Update 1 (25 June 11:00 EDT): the reboot last night did not solve the latency problem, but we apply additional tuning steps today and confirm the issue is resolved and latency is low and stable.
We need to perform maintenance on one Montreal SSD hypervisor (55d26960353e) to fix kernel issue. The maintenance will involve reboot and we estimate five minute downtime. The maintenance will occur within a window between 11:30 pm and midnight on 24 June 2020. Please contact us via support ticket if you need your VM migrated off the hypervisor before the maintenance window. We apologize for the inconvenience caused by this maintenance event.
Update 3 (24 June 2020 16:35 EDT): the network appears to be stable now and we are closing this issue.
Update 2 (24 June 2020 16:30 EDT): the network is back online now but it may still be very unstable. We have received absolutely no update from the datacenter.
Update 1 (24 June 2020 15:40 EDT): finally the datacenter has issue open about this incident: http://travaux.ovh.net/?do=details&id=45319&. Also at this time the network connectivity is fully offline.
We observe heavy packet loss in Roubaix starting at 14:40 EDT due to datacenter issue. We are contacting the datacenter to investigate this problem.
Update 1 (07 June 2020 12:52 EDT): services are back online.
Roubaix services are offline due to datacenter (OVH) issue.
Update 3 (08 May 2020 05:40 EDT): services are back online after five minutes.
Update 2 (08 May 2020 05:35 EDT): network is offline for the maintenance.
Update 1 (01 May 2020 22:00 EDT): our datacenter provider in Montreal (OVH BHS) plans network maintenance affecting one Montreal SSD hypervisor (de6e4fa83fdc) on 08 May 2020 05:30 EDT. The maintenance affects network equipment only, meaning VMs will remain online but will be inaccessible over network during the maintenance, which is expected to last up to 15 minutes. Please check http://travaux.ovh.net/?do=details&id=44377 for more details/updates.
Update 3 (29 April 2020 23:21 EDT): yes, after the reboot this hypervisor looks stable, all is good.
Update 2 (29 April 2020 23:10 EDT): services are back online after eight minutes. We need to verify the errors are gone shortly.
Update 1 (29 April 2020 18:00 EDT): customers have been notified of emergency planned maintenance tonight involving reboot of one Montreal SSD hypervisor (55d26960353e). It is necessary due to errors indicating some kernel issue.
Update 1 (26 April 2020 17:45 EDT): services are back online.
One Toronto SSD hypervisor is offline. We are investigating.
Update 1 (24 April 2020 15:55 EDT): they fix it, back online.
One Montreal SSD hypervisor has network downtime due to datacenter vrack issue (OVH).
Update 3 (20 April 2020 16:00 EDT): we do not see more issues recently. We believe reboot and updated kernel solves the problem.
Update 2 (13 April 2020 17:15 EDT): services are back online.
Update 1 (13 April 2020 16:58 EDT): vrack is not up after reboot. We try hard reboot.
One Roubaix SSD hypervisor is offline for ten minutes from 16:45 to 16:55 EDT due to emergency maintenance to correct kernel issue causing high latency and dropped packets.
Update 4 (10 April 2020 15:00 EDT): we do not see any further issues.
Update 3 (09 April 2020 13:25 EDT): services are back online at this time. We continue to monitor the hypervisor, but we believe the issues should be resolved.
Update 2 (09 April 2020 13:00 EDT): we continue to see intermittent issues. We are rebooting the hypervisor now.
Update 1 (09 April 2020 08:40 EDT): we have not seen the issue (brief loss of network connectivity and lockup of VMs) recur since our last intervention, which was to restart hypervisor software. It is not clear why hypervisor software would have caused this problem, so we continue to monitor the hypervisor.
We see intermittent issues on hypervisor fe77de27d9fb in Toronto (you can check the hypervisor ID by selecting VM and look at ID next to "Hypervisor"). We are investigating the issues. Please open ticket if you would like your VM to be migrated to a different hypervisor.
Update 2 (09 April 2020 08:40 EDT): our team cannot find issue last night, switching to backup router and replacing fiber module does not help. Now the packet loss is gone. It must have been datacenter issue. Big waste of time.
Update 1 (09 April 2020 01:23 EDT): we still see 1% packet loss in Toronto. It does not appear to be datacenter-wide issue. Our team is on-site and still investigating. We may switch to backup router or perform other similar actions that may cause brief network disruptions (less than one minute).
We observe packet loss in Toronto. We are investigating.
Update 1 (30 March 2020 11:43 EDT): services are back online at this time. Here is OVH issue.
We see network downtime due to datacenter issue at this time.
There may be 30-60 minutes of network downtime between 00:00 EDT and 03:00 EDT in Toronto due to Cogent planned network maintenance.
Update 1 (18 February 2020 00:10 EST): services are back online at this time.
We are conducting emergency maintenance related to CPU cooling on one Roubaix hypervisor.
Update 2 (5 February 2020 16:25 EST): services are back online at this time. Here is OVH issue.
Update 1 (5 February 2020 16:10 EST): we expect resolution will require reboot of this server and may take 30 minutes.
Internal and external network for VMs on one Montreal hypervisor is offline due to datacenter issue. We are in communication with OVH to resolve the problem.
Update 1 (14 January 2020 00:20 EST): services are back online at this time.
We are investigating downtime on one HDD hypervisor in Montreal.
Update 1 (15 November 2019 00:33 EST): services are back online at this time.
One SSD hypervisor in Toronto went offline. We are investigating and resolving issue now.
Update 1 (9 November 2019 00:30 EST): services are back online at this time. There was kernel panic on one hypervisor in Toronto while installing new equipment. It is unclear if these events are related.
We are working to resolve network downtime in Toronto affecting some customers.
One SSD hypervisor was offline from 06:50 to 07:10 EDT due to kernel lockup. Services are back online at this time.
Update 2 (29 September 11:55 EDT): services are back online. Further downtime is not required because we upgrade the firmware and it works.
Update 1 (29 September 11:10 EDT): the RAID controller failed. We need to swap disks to another server. We expect four to twelve hours downtime.
We are investigating downtime on one SSD hypervisor in Toronto. There seems to be hardware failure so downtime may be extended. We will post updates.
Update 5 (12 August 2019 19:05 EDT): all services back online now.
Update 4 (12 August 2019 18:50 EDT): backup is done we are booting node after fdisk now.
Update 3 (12 August 2019 18:15 EDT): OK 15 more minute.
Update 2 (12 August 2019 17:26 EDT): we are backing up all VM disk images before running fdisk to ensure data integrity in case something goes wrong. This will take 30 minutes.
Update 1 (12 August 2019 16:33 EDT): there is filesystem issue on hypervisor, we are looking into it.
We are investigating downtime on one SSD hypervisor in Toronto. dynamic.lunanode.com is affected as well.
Update 2 (27 July 2019 07:55 EDT): the issue is resolved at this time. Datacenter resolved the underlying issue earlier but vracks came back online sequentially and so network connectivity was not restored until 07:55 EDT. Services were down from 02:30 EDT to 07:55 EDT.
Update 1 (27 July 2019 02:56 EDT): datacenter will post updates on their status page.
Roubaix datacenter is currently having a network outage on their VRack infrastructure, resulting in service outage for our clients in this region.
Update 7 (06 July 2019 10:46 EDT): Remaining failed disk has now been replaced and RAID10 is rebuilt. VMs were offline on 05 July 2019 from 04:01 EDT to 13:20 EDT. Customers have been compensated 55% of the monthly cost for affected virtual machines, check "Account Credit for Montreal Hypervisor Downtime" e-mail for details. Volume-backed VMs (where volume is root partition) were not affected as they were evacuated to other hypervisors shortly after the hardware failure.
Update 6 (05 July 2019 13:30 EDT): Power Supply failure led to multiple component (motherboard, cpu, ram) failure. Faulty components replaced and server is currently back online. A hdd for OS partition (not relevant to customer disk images) remains faulty and requires replacement. We will schedule for this later.
Update 5 (05 July 2019 12:50 EDT): The issue is still being investigated. Next expected updated from datacenter staff is 13:30 EDT
Update 4 (05 July 2019 10:30 EDT): Datacenter still investigating the issue, we continue to wait for updates. Technician advises that they are missing some replacement hardware components and they are looking for it.
Update 3 (05 July 2019 07:00 EDT): still waiting for resolution to hardware issue, latest update from datacenter technician is that they fixed a component and are verifying that other components were not damaged.
Update 2 (05 July 2019 04:40 EDT): ETA 40 minutes until they are able to investigate. Appears to be hardware issue.
Update 1 (05 July 2019 04:27 EDT): we contacted the upstream provider (OVH) and they are investigating now.
We are investigating fault in one Montreal SSD hypervisor. VMs on this hypervisor are offline.
Update 11 (23 April 2019 06:15 EDT): Circuits are now back online. A combination of hardware failure and software misconfiguration on upstream provider resulted in extended down time for Toronto region. We will continue to monitor the situation and follow up as needed.
Update 10 (23 April 2019 06:00 EDT): Upstream technician still working on the issue.
Update 9 (23 April 2019 05:45 EDT): Upstream technician still working on the issue.
Update 8 (23 April 2019 05:30 EDT): Upstream technician still working on the issue.
Update 7 (23 April 2019 05:15 EDT): Upstream technician still working on the issue.
Update 6 (23 April 2019 05:00 EDT): Upstream technician still working on the issue.
Update 5 (23 April 2019 04:45 EDT): Upstream technician still working on the issue
Update 4 (23 April 2019 04:30 EDT): Upstream technician still onsite investigating
Update 3 (23 April 2019 04:15 EDT): Upstream situation unchanged, we are heading to datacenter to monitor the situation and to be physically present if anything is needed from our end
Update 2 (23 April 2019 04:00 EDT): Upstream provider still investigating the issue
Update 1 (23 April 2019 03:45 EDT): Contacted upstream provider and it appears they ran into complication and tech has been dispatched to investigate the issue
Our upstream provider is performing a scheduled upgrade to the core router and network is affected. We will update once we have more information
Update 1 (20 April 2019 23:00 EDT): the affected VMs should be online at this time. VMs on virtual networks that were utilizing the failed router node were down for an extended period. In addition to the router node failure, the OpenStack controller node went offline, which prevented quick fallback to another router node. While the failed router node came back online quickly, we were not able to bring the controller server up for some time, which led to this extended downtime.
We are working to resolve network outage after a router node failed in Toronto.
We are investigating packet loss affecting SSD virtual machines in Roubaix.
Several VMs had loss of network connectivity due to loose cable while installing new equipment. Connectivity was restored at 13:55 ET.
Some VMs had loss of network connectivity due to hardware failure on one of three network nodes. After migrating the affected virtual networks to the two other nodes, services were back online at 15:23 EST.
Update 1 (23:55 EST): Roubaix network was down from 22:10 EST to 22:37 EST due to a datacenter-wide outage incident (see details here).
We are currently investigating network downtime in Roubaix.