Exa Networks - Notice history

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Notice history

Dec 2024

DarkLight Platform Maintenance - Bradford
  • Planned
    December 19, 2024 at 6:00 PM
    Planned
    December 19, 2024 at 6:00 PM

    Our engineering team will be performing scheduled firmware upgrades on the hardware supporting some DarkLight circuits in Bradford on Thursday, 19th December. During this maintenance window, the device will require a reboot, resulting in a brief period of downtime lasting a few minutes. All necessary verification checks will be conducted to ensure systems are operating normally before the maintenance is concluded. If you have any questions or require further information, please feel free to contact us.

DarkLight Platform Upgrade
  • Planned
    December 10, 2024 at 6:00 PM
    Planned
    December 10, 2024 at 6:00 PM

    Our engineering team will be completing the final stage of the DarkLight platform upgrade in the Bradford region. As part of this work, customers connecting to our Bradford site will be migrating to this new platform. The estimated downtime during the migration is approximately ten minutes. We will ensure all verification checks are completed before closing the maintenance and closely monitor to ensure a seamless transition with minimal impact on services. If you have any questions or need further information, please do not hesitate to get in touch.

SurfProtect Authentication Issues - Windows 11 Update
  • Resolved
    Resolved

    Following the hard work by our Services engineers, we are happy to announce that we have identified the root cause of the problem, and that we have successfully deployed and tested a fix. More details of the issue and the steps our SurfProtect customers need to take can be found on the news section of our website - https://exa.net.uk/news/esafeguarding-news/windows-11-24h2-and-surfprotect-ad-proxy/ If you encounter any issues following the steps within the article, please call our Helpdesk on 0345 145 1234 and we will be more than happy to assist.

  • Investigating
    Investigating

    We are aware of an issue caused by the Windows 11 24H2 update, which has disabled certain encryption methods and is disrupting the use of the SurfProtect AD proxy service for many users. This manifests as users who are continuously prompted to enter proxy authentication credentials. Exa is actively investigating the problem. In the meantime we are advising users to not to install the Windows 11 24H2 update until this issue is resolved. As soon as we have any more information, we will ensure to update this status. In the meantime, if you have already updated to Windows 11 24H2 and you are having problems, please contact our Helpdesk on 0345 145 1234 and the team will be more than happy to assist.

DarkLight Platform Upgrade
  • Planned
    December 05, 2024 at 6:00 PM
    Planned
    December 05, 2024 at 6:00 PM

    Our engineering team will be continuing the upgrade of our DarkLight platform in the Bradford region. As part of this work, customers connecting to our Bradford site will be migrating to this new platform. The estimated downtime during the migration is approximately ten minutes. We will ensure all verification checks are completed prior to closing the maintenance and closely monitor to ensure a seamless transition with minimal impact on services. If you have any questions or need further information, please do not hesitate to get in touch.

xDSL / FTTx - Supplier Outage
  • Update
    Update

    The incident has been resolved

  • Update
    Update

    From our monitoring, we have identified that all affected circuits are now back online. We will continue to work with our suppliers to identify the root cause, but we will now be closing down this status. If you are still offline, please call our Helpdesk on 0345 145 1234 and the team will be more than happy to assist.

  • Investigating
    Investigating

    We have identified multiple internet connections will have gone offline over the last 10 minutes. The vast majority have already recovered, but we can see a few still offline. The issue is at a supplier level and our Networking team are speaking with the suppliers. Any customers who are still offline, please reboot your router before calling our Helpdesk on 0345 145 134 if you are still down.

Nov 2024

FortiGate Firmware Updates
  • Planned
    November 28, 2024 at 7:00 PM
    Planned
    November 28, 2024 at 7:00 PM

    We will be carrying out continued firmware updates to our FortiGate VM firewalls, which we manage on behalf of our customers. Work is being done to update them to the latest stable release, we have tested the firmware internally and we are happy that it will not have an impact on any of the services or applications running on your FortiGate. We will ensure that every firewall is back up and running before we close down the maintenance. Updates will be done between 7pm - 9pm on Thursday 28/11/24. If you have any questions about this work or experience any issues on this date that you think could be related, please call our Helpdesk on 0345 145 1234 and our team will be more than happy to assist.

Exa Panel - Line Test Tool
  • Update
    Update

    The line test tool is now back up and running, we apologise for any inconvenience this will have caused whilst the tool was unavailable.

  • Update
    Update

    Following the reboots, all customer portals are back online and working. We are still having issues with the line test tool and our Services team are continuing to investigate the root cause, we will provide further updates to this status as we have more information.

  • Update
    Update

    Upon further investigation we have identified that the underlying service what runs the Exa customer portal and payments system is potentially affected. As a precaution we are going to be rebooting the services affected, this will result is the customer portal being inaccessible and payments will not be processed during the reboot process. These reboots will not affect your SurfProtect filtering or connectivity.

  • Investigating
    Investigating

    We have noticed issues using the DSL line test tool on our Exa Panel. Our Engineers are aware of this and investigating it.

Exa Panel Issues
  • Resolved
    Resolved

    Our Engineers have resolved the issue affecting the panel. If you still have problems accessing it please contact our Helpdesk Team via email at helpdesk@exa.net.uk or 0345 145 1234

  • Investigating
    Investigating

    We are aware of an issue with accessing our Exa Panel https://panel.exa.net.uk. Our Engineers are investigating, and we'll post an update shortly. For any SurfProtect changes please go to https://surfprotectpanel.exa.net.uk or contact our Helpdesk via email helpdesk@exa.net.uk or 0345 145 1234.

Supplier Exchange Outage
  • Resolved
    Resolved

    Our suppliers have confirmed that the majority of the affected customers are now back online. If you are still affected, please ensure you reboot your router again, if that hasn't brought you back online then please call our Helpdesk on 0345 145 1234 and the team will be happy to assist.

  • Update
    Update

    Our suppliers are continuing to investigate, but they are seeing some of the affected services coming back online. We would recommend that you reboot your router at this stage, but if you are still affected, please bear with us whilst we wait further updates from the suppliers.

  • Investigating
    Investigating

    One of our suppliers is currently experiencing an issue that affects customers connected to specific exchanges. As a result, customers connecting to these exchanges currently do not have access to the internet. - LSEWE - Ewell - EABMD - Broomfield - EAGBD - Great Baddow - NSLNG - Aberdeen Lochnagar - LSORP - Orpington - SSNOR - Bristol North - EACHE - Chelmsford - LWWAT - Watford - MYSHI - Shipley - SSBED - Bedminster - MYGUI - Guiseley - LCCAR - Carlisle - LCBMO - Brampton Please be aware of this situation, as it may impact your services. We will update this status as soon as we have any further information.

Core Network Maintenance - Peering Service
  • Planned
    November 21, 2024 at 4:00 PM
    Planned
    November 21, 2024 at 4:00 PM

    Our networking engineers will be carrying out a minor change on one of our peering services at our data centre in Manchester. The work will not be service-affecting as all customers will be migrated to alternate routes within our network prior to the work commencing. The work is being carried out to to investigate errors that we are seeing on the port, the errors themselves are also non-service affecting.

Oct 2024

SurfProtect - Server Maintainance
  • Planned
    October 30, 2024 at 6:00 PM
    Planned
    October 30, 2024 at 6:00 PM

    As we endeavour to improve the reliability and performance of our SurfProtect service, we will be carrying out a network card swap on one of our Servers in Manchester. The work will be taking place between 6pm and 8pm on Wednesday evening, and as a result any customers who are using this SurfProtect server will be subject to a 10 minute outage at some point during this window. We understand this may cause some inconvenience for our customers, so we are going to carry out the work out of hours to minimise the disruption. Our Services engineers will ensure the server is fully back up and running before closing of the maintenance window. If you experience any issues following this work, please call our Helpdesk on 0345 145 1234 and the team will be happy to assist.

SurfProtect - Website Classification Outage
  • Update
    Update

    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
    Update

    -- Our Service engineers have identified and resolved the issue. We are now working through the backlog of classifications and we will be up to date soon. 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 classifications have fully caught up.

  • Investigating
    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.

SurfProtect - DDoS
  • Resolved
    Resolved

    The DDoS attacks have been fully mitigated and traffic levels have returned to normal. We will continue to monitor the network take the necessary actions should another attack occur. We are now closing down this status, but if you are still experiencing any issues please call our Helpdesk on 0345 145 1234 and we will be happy to help.

  • Investigating
    Investigating

    Our monitoring has identified we are currently subject to multiple large DDoS attacks. Our Networking and Services teams are working to mitigate this currently and traffic levels are reducing. We are also working to identify the source of the attacks and ensure that traffic from these sources are blackholed to remove the knock on effect from other customers. Some SurfProtect customers will remain offline whilst we identify the source, if you are affected, please call our Helpdesk on 0345 145 1234 and we will be happy to assist.

Surfprotect - Hardware Failure Partial Outage
  • Investigating
    Investigating

    Beginning at 03:18 p.m. today, one of our Surfprotect Quantum proxy servers crashed, causing customers using this server to lose service. We have now restored service via this server, and traffic is passing normally again. If you are still experiencing issues with your surfprotect service, please get in touch with our support team at 03451451234.

Oct 2024 to Dec 2024

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