Exa Networks - Notice history

All systems operational

Notice history

Dec 2022

SurfProtect Quantum
  • Resolved
    Resolved

    Following the reboot, we monitored the service and everything is back up and running. Sorry for any inconvenience this will have caused the school this morning. If you are still having issues with a lack of internet connectivity when using SurfProtect Quantum, please call our Helpdesk on 0345 145 1234 and we will be happy to investigate.

  • Update
    Update

    We are currently in the process of rebooting the affected server and hope to restore service shortly. Next update to be provided by 08:50.

  • Investigating
    Investigating

    We have identified an issue with one of our SurfProtect proxies. Customers using this affected server will currently have no internet access. Our Services engineers are investigating this as a matter of priority. Further update to follow by 08:45

Emergency Maintenance - Fortigate OS Vunerability
  • Planned
    December 13, 2022 at 5:00 PM
    Planned
    December 13, 2022 at 5:00 PM

    We will be performing emergency maintenance on both our FortiGate VM platforms and physical Fortigates to upgrade them to the latest stable firmware release. On 12th December 2022, Fortinet announced a vulnerability with the SSL VPN functionality on FortiOS. This is rated critical with a severity score of 9.3/10. More information can be found here: https://www.fortiguard.com/psirt/FG-IR-22-398 our engineering and support teams must now proceed to patch the vulnerability by upgrading the firmware to the latest firmware release. A maintenance window has been scheduled for 13/12/2022 between 18:00 - 20:00 to upgrade both our FortiGate VM platforms, and between 17:00 - 20:00 for physical devices to patch the vulnerability. The estimated downtime is approximately ten minutes during the firmware updates. We will ensure that all appliances are fully operational before closing off the maintenance window.

Nov 2022

SurfProtect Maintenance
  • Planned
    November 21, 2022 at 6:00 PM
    Planned
    November 21, 2022 at 6:00 PM

    We will be rebooting one of our SurfProtect proxies this evening at 6 pm, this will result in a 2-5 minute downtime for any customers using this service at that time. The work is being done as a preventative measure to ensure a bug identified earlier today does not lead to a bigger issue. Our Service engineer will ensure the proxies is fully operational before closing down the work.

Loss of connectivity on DSL services
  • Resolved
    Resolved

    Our Service Team have found the issue was affecting customer using Transparent SurfProtect, following work performed by our engineer service has now been restored. This is a problem we have not encountered before, our team will be running a post-mortem and issuing an RFO, as the reason is not yet fully understood.

  • Investigating
    Investigating

    We are currently investigating reports of connectivity loss on some DSL services. We will update this incident by 9:00 with more details

Investigating slow speeds
  • Resolved
    Resolved

    All work has now been completed by the suppliers and any customers who were affected should now see and problems resolved. If you are still seeing any issues with performance, please contact our Helpdesk on 0345 145 1234 and we will be happy to investigate.

  • Update
    Update

    The suppliers have identified the issue and have started to carry out emergency maintenance to resolve the problems. Customers will start to see improvements and we will update once we know the work has been completed.

  • Update
    Update

    Whilst we thought this was initially isolated to our interconnect with our supplier in Manchester, we have since diverted traffic through our interconnect in London and are still experiencing the same problems. We can see that our supplier carried out emergency maintenance last night which seems to have resulted in issues within their network. Further updates from the supplier has confirmed they can see packet loss with the network and they are investigating further. We will update again as soon as we have any further updates.

  • Update
    Update

    One Senior Network Engineer had identified packet loss on one of our interconnects with the suppliers, so we are escalating this to be investigated as a matter of urgency. We have also seen other ISPs reporting the same issue. We will update this post again at 10am.

  • Update
    Update

    We have carried out in house testing and confirm this is not related to SurfProtect. Our networking team are on the phone with our suppliers, and we will update the status by 9.30am.

  • Investigating
    Investigating

    We have received reports of customers experiencing slow speeds on DSL connections. We are currently investigating and will post an update here by 9:30.

SurfProtect Maintenance
  • Planned
    November 16, 2022 at 5:30 PM
    Planned
    November 16, 2022 at 5:30 PM

    To resolve and issue where some customers have seen OU groups not exporting correctly from their domains to SurfProtect, our Services team will be carrying out maintenance work on our customer panels to rectify this. The work will not affected any services of the SurfProtect filtering, but may lead to the panel.exa.net.uk becoming inaccessible for short period of time, we apologise for any inconvenience this may cause.

Post Maintenance Migrations
  • Resolved
    Resolved

    The incident has been resolved

  • Update
    Update

    As part of our migrations, we unfortunately caused a short service outage that will have affected some Surfprotect Transparent customers for approximately 3 minutes. We apologise for any inconvenience caused.

  • Investigating
    Investigating

    Following the large maintenance work performed over the weekend on Surfprotect our team is monitoring the service closely and performing some customer migrations, this work should not have been perceived by customers. Still, we invite customers seeing any issues to contact us. This work could not have been performed over the weekend to ensure we could see the impact of our changes, this work was completed at 8:30 and we will continue to monitor and perform the required adjustments.

Oct 2022

SurfProtect Service
  • Resolved
    Resolved

    The reboot was successful and the service is stable. We will be writing an RFO which will be available for all customers. If you are experiencing any issues please call our helpdesk on 0345 145 1234 or email via helpdesk@exa.net.uk

  • Investigating
    Investigating

    We are carrying out a pre-emptive reboot of one of our SurfProtect proxies as we have noticed a potential issue which may have further problems without this step. The SurfProtect services on this proxy will be unavailable for approximately 5 mins. If you experience any issues following the reboot please call our helpdesk on 0345 145 1234 or email via helpdesk@exa.net.uk

SurfProtect Problems
  • Resolved
    Resolved

    All services have been restored, if you are still having issues please call us on 0345 145 1234 or email via helpdesk@exa.net.uk

  • Investigating
    Investigating

    Following the maintenance, we have noticed an issue with some of the SurfProtect servers. Affected customers will have no access to the internet, our Service engineers are investigating this. As soon as we have an update we will update this status.

SurfProtect Issues
  • Resolved
    Resolved

    We have pinned this down to a small subset of customers and we will work with the affected schools directly to resolve the problems they are seeing. If you are experiencing any further issue then please call the Helpdesk on 0345 145 1234.

  • Investigating
    Investigating

    Customers using the ad.quantum.exa-networks.co.uk proxy may be seeing issues accessing websites, whereby they see a proxy pop-up. Our Servies team are investigating and we will update you as soon as we have more information.

Core Network Maintenance
  • Planned
    October 18, 2022 at 3:00 AM
    Planned
    October 18, 2022 at 3:00 AM

    We will be carrying out work on one of our core links between Bradford and Manchester. The work will not impact any customer connection as traffic will take alternate routes through our network. The work is being carried out to replace the cabling in preparation for future engineering work and to prevent any future outages. The core link will be down for 10 minutes, once it has been restored traffic will be routed back down the link. Our Networking engineers will ensure that all traffic is routed correctly before closing off the maintenance. If you experience any issues following this work, please call our Helpdesk on 0345 145 1234 and we will be happy to investigate.

SurfProtect
  • Resolved
    Resolved

    The incident has been resolved

  • Update
    Update

    Our services team have now restored service on the affected proxy and the service is stable. They are investigating to find the root cause and will continue to monitor the proxies closely.

  • Investigating
    Investigating

    One out of our 16 SurfProtect Proxies is having problems this morning. Our Service engineers are investigating and are working on getting this resolved We apologise for any inconvenience this has caused. We will provide an update within the next 30 minutes.

Oct 2022 to Dec 2022

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