Exa Networks - SurfProtect - Scanning Content Issue – Incident details

All systems operational

SurfProtect - Scanning Content Issue

Resolved
Partial outage
Started about 2 years agoLasted 3 hours 18 minutes

Affected

SurfProtect Quantum / Quantum + Filtering

Partial outage from 11:34 AM to 2:52 PM

Updates
  • Resolved
    UTC
    Resolved

    This partial outage has now been resolved and new webpages will be getting scanned and processed within a few seconds again. Sorry again for any inconvenience this will have caused you today. If you are still experiencing any issues where the blue Scanning Content page remains for more than a few seconds, please contact our Helpdesk on 0345 145 1234 and our team will be more than happy to assist.

  • Update
    UTC
    Update

    Our Service engineers have identified the issue and are confident that the problem will be rectified within the next hour. We apologise for any inconvenience this will have caused your school(s) whilst we worked hard to resolve the root cause. We will provide a further updated once the issue has been resolved.

  • Investigating
    UTC
    Investigating

    We are aware of an issue that will be affecting our SurfProtect customers who try to access a website that SurfProtect has never seen before. When you try to access a new website, you will be presented with a blue SurfProtect page with the wording 'Scanning Content', this usually clears in a few second and the page will either be blocked or allowed. Currently this is not happening and the 'Scanning Content' page will remain. Our Services team are currently investigating the issue and we will provide updates as we have them.