Update 26/04/12
Good afternoon, we have continued with our investigations and have now finished the process of documenting each of the below services disruptions from a technical perspective. This has been handed to our account managers and sales teams for sanitising and agreeing the best way of handling this information to give to our customers. We expect that tomorrow we will start rolling out specific, detailed information, to our affected customers to email addresses we have on file.
Update 18:18
Work has continued to identify the issue and a fix, and we have made progress, we will have further information to follow about this in the morning. Rest assured work is being planned to address the recent issues experienced by various parts of our network, including GS2, Maidenhead and of course Telehouse East and North with the recent reloads.
Update 10:06 : An examination of the log output generated by the device immediately before the reload indicates that the reload was forced by a check that runs inside the router software in order to detect that traffic has stopped forwarding.
The check runs every 15 seconds and forces the reload in the event of 10 failed results, which is consistent with the timeline we observed in terms of loss of connectivity and the beginning of recovery.The information immediately available cannot conclusively determine whether this is a hardware or software fault at this time.
We are proceeding to seek additional advice about the crash data from our supplier.
Dear Customers,
We have seen an unexpected reload on our device “Kusanagi” in Telehouse North. The device has now come back online, so normal service has resumed. The reported cause was a bus error, and we are presently looking into the potential reasons and possible remedial actions in response to this.
Contact:
Please submit support enquires to our support site at https://support.c4l.co.uk.
Kind Regards
C4L Technical Team
