Exa Networks - Notice history

All systems operational

Notice history

Jun 2024

Virtual Firewall - SurfProtect Traffic Optimisation
  • Planned
    June 27, 2024 at 7:00 PM
    Planned
    June 27, 2024 at 7:00 PM

    Our network engineering team will be performing maintenance on Tuesdays and Thursdays between 20:00 and 22:00 to optimise web traffic for our SurfProtect customers on our virtual firewall platforms. During this maintenance window, customers may experience up to 5 minutes of downtime, though most disruptions will be less than 30 seconds as traffic is re-routed more efficiently within our network. Our engineering team will verify that everything is working as expected for each customer, and we do not anticipate any issues with services. Thank you for your patience as we work to improve the services we provide. If you have any questions or concerns, please do not hesitate to contact our help desk at 0345 145 1234.

LNS Infrastructure Maintenance
  • Planned
    June 26, 2024 at 7:00 PM
    Planned
    June 26, 2024 at 7:00 PM

    Our Network Engineering team will be performing maintenance on our LNS infrastructure on 26/06/24. The maintenance will take place between 20:00 - 21:00, customers may experience a brief drop in connectivity for up to 5 mins whilst the maintenance takes place.

LNS Infrastructure Maintenance
  • Planned
    June 20, 2024 at 7:00 PM
    Planned
    June 20, 2024 at 7:00 PM

    Our Network Engineering team will be performing maintenance on our LNS infrastructure on 20/06/24. The maintenance will take place between 20:00 - 21:00, customers may experience a brief drop in connectivity for up to 5 mins whilst the maintenance takes place.

SurfProtect - Public IP Updates - Quantum Servers 15, 16 and 17
  • Planned
    June 14, 2024 at 10:00 AM
    Planned
    June 14, 2024 at 10:00 AM

    We are informing you that we will be updating the public IPs used by our GeoDNS service associated with SurfProtect. This maintenance work is scheduled to occur on Friday 14th June at 11am. The work is being carried out to assist in the constant improvements Exa continues to make with the SurfProtect platform. Impact: There will be no direct impact on our servers, and as such, customers using SurfProtect should experience no disruption in service during this period. The update is purely administrative and will not affect the performance or availability of our services. Check if You Are Using an Quantum Server: If you would like to check whether you are using one of the Quantum Servers affected by this change, please visit https://status.surfprotect.co.uk/ for a filtered device within your school. This page will indicate the Quantum server you are currently using. Action Required: No action is required from customers. Our team will handle all necessary adjustments to ensure a smooth transition. We appreciate your understanding and continued trust in our services. Should you have any questions or concerns, please do not hesitate to contact our Helpdesk on 0345 145 1234 and we will be more than happy to assist.

SurfProtect - Website Classification Outage
  • Update
    Update

    We have now caught up on the classifications that were outstanding and we will monitor to ensure the issue does not reoccur. We apologise for any inconvenience the will have caused.

  • Investigating
    Investigating

    We are aware of an issue where SurfProtect is not currently processing classification requests to assign categories to websites. Please note that the filtering functionality itself is not affected. Allowed and blocked websites, as well as searches, are still operating as normal. If you visit a website that SurfProtect has not seen before, you will encounter a blue 'scanning content' page. Typically, this page disappears within a few seconds once we have classified the site and assigned a category. However, at present, this blue page will remain and not refresh. Our Services team has investigated the issue and is in the process of catching up on classifications from this morning. We expect to be fully up to date soon. Thank you for your patience and understanding.

May 2024

DarkLight Connectivity Issues - Sheffield
  • Resolved
    Resolved

    Our engineering team has finished the maintenance in Sheffield, and we are confident that this will prevent any further issues from arising. If you encounter any problems after this work, please contact our helpdesk at 0345 145 1234.

  • Update
    Update

    We plan to conduct maintenance this evening from 6pm to 8pm to address ongoing issues. Please anticipate some disruption during the maintenance window. Further updates to follow.

  • Update
    Update

    Services have been restored, we continue to monitor this and investigate the root cause of the problem.

  • Investigating
    Investigating

    We are aware of an issue impacting DarkLight services for our customers in Sheffield. Our Networking team and the Suppliers are aware and are actively investigating. We will provide updates as soon as we have them. Apologies for any inconvenience this issue may be causing.

LNS OS Upgrade
  • Planned
    May 21, 2024 at 6:00 PM
    Planned
    May 21, 2024 at 6:00 PM

    Our Network Engineering team has scheduled an OS upgrade for our LNS infrastructure. These upgrades are essential to maintain the device's security and overall system performance. During the upgrade process, customers should anticipate a brief downtime of around 5 minutes. We have planned the updates to take place within the time window of 19:00 - 21:00

SurfProtect Quantum+
  • Resolved
    Resolved

    Our team have identified the issue and fixed it. Users will need to clear cache/cookies and reattempt accessing the internet, if you still have problems using the Captive Portal after clearing the cache please get in touch with our Support Team on 0345 145 1234

  • Investigating
    Investigating

    We have received reports of customers having issues accessing the internet when using SurfProtect Quantum+. This seems to be isolated to the use of the Captive Portal. Our Services Team are investigating this and further updates to follow.

Core Link Issue
  • Resolved
    Resolved

    Our suppliers have repaired the damaged fibre which affected one of our core links, since the repair the link has been operational and working as intended. We will monitor the situation for the remainder of the day but do not expect to see any further issues with this.

  • Investigating
    Investigating

    We have identified a fibre break on one of our core links connecting London and Manchester. Traffic is being rerouted through our national network. Although customers may have experienced a slight disruption in connectivity at 11:54 during the reconvergence, services should have resumed as normal with no ongoing degradation. The fault has been escalated to our supplier, who is currently working to identify the root cause of the problem. We will continue to monitor the situation closely and provide updates as we receive them.

LNS OS Upgrade
  • Planned
    May 14, 2024 at 6:00 PM
    Planned
    May 14, 2024 at 6:00 PM

    Our Network Engineering team has scheduled an OS upgrade for our LNS infrastructure. These upgrades are essential to maintain the device's security and overall system performance. During the upgrade process, customers should anticipate a brief downtime of around 5 minutes. We have planned the updates to take place within the time window of 19:00 - 21:00

Apr 2024

Exa Webmail Maintainance
  • Planned
    April 23, 2024 at 7:00 PM
    Planned
    April 23, 2024 at 7:00 PM

    We will be carrying out essential maintenance on our Webmail service this evening between 8pm and 1pm. The work is being carried out to update the OS and update the supported version of PHP from 7.4 to 8. The maintenance will allow the update of a few other updated features such as the new calendar plugin. During the maintenance window, emails will still be able to be received and sent via an email client, it will just be the Webmail interface that will be inaccessible. All emails received during the window will be visible via the Webmail following the completion of the work. Our Services team will ensure everything is fully operation before closing of the maintenance, but if you do experience any issues with your email or the Webmail interface following the works, please report these to our Helpdesk team on 0345 145 1234 from 8am tomorrow.

SurfProtect Proxy Issues
  • Resolved
    Resolved

    The issue that was affecting customers from getting online when using the AD proxy should now be resolved for all affected customers. It has been attributed to a supplier who was having network transit issues. If you are still unable to get online, please call our Helpdesk on 0345 145 1234 and the team will be more than happy to assist. Once again, we are very sorry for the inconvenience this will have caused.

  • Update
    Update

    Our services team are still working hard to identify the root cause of this problem. We will provides updates as soon as we have them.

  • Investigating
    Investigating

    We have received reports of customers in the south of England having issues getting out to the internet when using SurfProtect. This seems to be isolated to the use of the AD proxy. Changing the proxy from AD. to proxy. will allow devices online and will apply a default filtering profile. Our Services team are actively investigating and we will provide an update on this within the next 30 minutes. We are sorry for any inconvenience this will be causing your school.

Connectivity Issues
  • Resolved
    Resolved

    Services have been restored, all affected customers can use the internet. If you're still unable to access the internet please call our Helpdesk on 0345 145 1234

  • Investigating
    Investigating

    We're aware some customers may be affected with no internet. Our team is investigating this and further updates will follow.

DarkLight Connectivity Issues - Sheffield
  • Resolved
    Resolved

    We have confirmed that the affected fibre link is now resolved and we will be closing down this status. If you are still unable to connect, or you are having issues please call the Helpdesk on 0345 145 1234 and we will be happy to investigate.

  • Update
    Update

    A fibre beak was identified 2.7km from the AQL data centre in Leeds. This was repaired and service should have been restored for all affected customers as of 02:47 today. If you are still unable to connect, or you are having issues please call the Helpdesk from 8am on 0345 145 1234 and we will be happy to investigate. Please accept out apologies for the time this has taken to resolve and for any inconvenience it will have caused.

  • Update
    Update

    The suppliers engineers are estimated to be on site at the data centre at 8:45pm this evening. We will provide an update as soon as one is provided following the engineers attendance.

  • Update
    Update

    Our suppliers have confirmed an issue on the affected fibre and we are just waiting on confirmation for the engineers attendance. As soon as we have any more information or an estimated time for the issue to be resolved, we will update this status further.

  • Update
    Update

    The Exa Networking team has identified the root case of the outage for our Sheffield customers to be down to a failed fibre link between a data centre in Sheffield and a data centre in Leeds. We have updated the suppliers with this information and they are investigating. We will provide further updates as we have them from the supplier.

  • Investigating
    Investigating

    We are aware of an issue that will be affectivity the DarkLight internet connectivity for our customers in Sheffield. Our Networking team and the Suppliers are aware and are actively investigating. We will provides updates as soon as we have them. Apologies for any inconvenience this issue may be causing.

Core Link - Leeds
  • Resolved
    Resolved

    The issue with the link between Leeds and Bradford has now been resolved. Our Networking Team will be monitoring the link closely throughout the week.

  • Investigating
    Investigating

    Our monitoring system has detected a disruption in our backhaul links connecting Leeds and Bradford. We are currently in contact with our supplier to identify the underlying cause of this issue. While this disruption will not affect customer connectivity due to alternative paths in our network, we are classifying our core network as 'at risk' until the situation is fully resolved.

Apr 2024 to Jun 2024

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