| 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 | |
|
Acces to network services behing the router had no internet access for 13 minutes |
|
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 |
|
None expected once the problem is resolved |
| EVENT TIMELINE | |
|
PRTG Alerts indicated a problem numerous client services |
|
Router produced an operating system error and halted |
|
Technician Luke commenced identification of primary cause |
|
Technician Luke connected to infrastructure and confirmed router to be the cause |
|
Technician Luke powered off router and powered back on |
|
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 |
Revision:
1
Last modified:
May 28, 2020
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