4.5.2.36. 20200528 – XNET – Australia – Core router outage
NOTICETIMEZONE
Australia Brisbane GMT+10
STATUS (Open/Closed)
Closed
INCIDENTSTARTDATE
20200528
INCIDENTSTARTTIME (HH:MM)
07:55
OUTAGEDURATION
13 Minutes
ESTIMATEDTIME TO RESOLUTION
Resolved
XCRMTICKETNUMBER
Not Applicable
BRAND
XNET
PRIORITY
P2
CUSTOMERSAFFECTED
Approximately 25 Clients including X26, X32, X40, X52
DESCRIPTION OF INCIDENT
A core router servicing some customers internet and voice services lockek up with a kernal crash. The router was operational again 13 minutes later at 08:08 and service returned to normal.
DESCRIPTIONIMPACT
Primary Effect
Acces to network services behing the router had no internet access for 13 minutes
Secondary Effect
Many other clients would have had access impacted due to the router trunks traffic for multiple clients. This would have affected Phones, Virtual Servers, Cloud Desktops, and Internet Access
Residual Effect
None expected once the problem is resolved
EVENTTIMELINE
07:56
PRTG Alerts indicated a problem numerous client services
07:56
Router produced an operating system error and halted
08:04
Technician Luke commenced identification of primary cause
08:06
Technician Luke connected to infrastructure and confirmed router to be the cause
08:07
Technician Luke powered off router and powered back on
08:08
Machine was fully operational again and all services resumed their normal operation
RECOVERY & RESOLUTION
XSTRA made sure the machine booted up again as quickly as possible.
ROOTCAUSE
CORRECTIVE & PREVENTATIVEMEASURES
The router is already in progress of being decomissioned and all clients being migrated to a new network environment. Expected completion time of 3 weeks
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