NOTICE TIME ZONE Australia Brisbane GMT+10
STATUS (Open/Closed) Closed
INCIDENT START DATE 20200528
INCIDENT START TIME (HH:MM) 07:55
OUTAGE DURATION 13 Minutes
ESTIMATED TIME TO RESOLUTION Resolved
XCRM TICKET NUMBER Not Applicable
BRAND XNET
PRIORITY P2
CUSTOMERS AFFECTED 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.
DESCRIPTION IMPACT
  • 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
EVENT TIMELINE
  • 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.
ROOT CAUSE
CORRECTIVE & PREVENTATIVE MEASURES 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

Feedback

Was this helpful?

Yes No
You indicated this topic was not helpful to you ...
Could you please leave a comment telling us why? Thank you!
Thanks for your feedback.

Post your comment on this topic.

Please do not use this for support questions.
https://x.direct/1/en/topic/welcome

Post Comment