Login

 
Registration

If you are not registered:

Register Now

Contact

Please do not hesitate to contact us if you have any queries, or visit our website:

Visit our Website
www.node4.co.uk

Email our helpdesk
info@node4.co.uk
sales@node4.co.uk
support@node4.co.uk

Call us
General enquiries: 0845 123 2222
Support: 0845 123 2229
Fax: 0845 123 2221

Meet the team

Meet our team of experts who work behind the scenes...

Meet the team

  • My Tickets
    Login and Update\Manage current tickets
  • Knowledgebase
    Search our informative articles and how-to videos
  • Remote Support
    Join our Support Engineer via TeamViewer
Latest Updates
Sep
21
September 21, 2018 5:29PM BST
Scheduled - On Friday 21st September, engineers will perform emergency maintenance on N4Protect firewalls at Wakefield and Northampton datacentres. This is required to resolve known operational issues with the platform.

N4Protect is deployed in a highly available cluster and work will be completed on one at a time, as a result services are expected to failover. However, we are issuing this notification in case of any unexpected impact from this maintenance.


Impact

At Risk – Friday 21st September 22:00 - 00:00 BST

No downtime is expected, however services will be considered “At Risk” for the duration of the window.

Updates will be posted to N4Status during this planned maintenance.


Support & Feedback

Our network operations engineers will closely monitor the work and will do everything possible to minimise any inconvenience to you. If you have any problems with your connection after this time, or if you have any questions regarding the maintenance at any point, please call Technical Support at 0845 123 2229 or visit www.node4.co.uk/support.

While it is important for Node4 to perform maintenance such as this to ensure the quality of our network, we do everything possible to minimise any inconvenience to our customers. We appreciate your patience and welcome any feedback.


Regards,
Node4 Technical Support

September 21, 2018 10:19PM BST
Active - Engineers are now starting this maintenance and services should now be considered at risk, further updates will be provided as available.

September 21, 2018 10:25PM BST
Active - Engineers have completed work on the first firewall and are now completing checks, further updates will be provided as available.

September 21, 2018 10:28PM BST
Active - Engineers have now completed checks on the first firewall and will failover services to begin work on the second firewall. Further updates will be provided as available.

September 21, 2018 11:06PM BST
Active - Engineers are continuing works on the second firewall but did experience some issues, customers primarily served by the Northampton firewall may have seen some intermittent traffic loss. The cause for this is now believed to be resolved. Further updates will follow as they are available.

September 21, 2018 11:10PM BST
Active - Engineers have completed work on the second firewall are now performing checks, further updates to follow.

September 21, 2018 11:25PM BST
Active - All checks have been completed and this maintenance is now completed. Any customers experiencing issues following this maintenance should raise with Node4's Service Desk for further investigation.

September 21, 2018 11:25PM BST
Completed - Maintenance completed.

Read more »

Sep
21
N4 Protect VPN and SSL Connectivity
Posted by on 21 September 2018 11:22 AM
September 21, 2018 11:22AM BST
Investigating - We have received reports that some customers are seeing issues with VPN connectivity and connections to services using SSL via the N4 Protect firewall platform
Engineers are currently working on the platform to restore service. This will involve a failover event to the secondary firewall
The platform and associated services are at risk while this work is undertaken

September 21, 2018 11:38AM BST
Identified - The platform has been failed over which has restored service for customers
We are currently engaging with the vendor to identify root cause

The platform remains at risk

September 21, 2018 2:48PM BST
Identified - It has been identified that we need to complete a reboot of the primary appliance. This will be completed out of hours this evening

We continue to investigate with vendor TAC as to the root cause

September 21, 2018 5:46PM BST
Identified - An emergency maintenance has been raised for tonight at 10pm to reboot the primary appliance. Following the reboot traffic will be moved back to the primary firewall.

A further emergency maintenance has been scheduled for 10pm on Sunday evening (23rd September) to upgrade the firmware on both firewalls

September 21, 2018 10:17PM BST
Identified - Work to reboot the firewall is beginning now

A further update will be provided in one hour

September 21, 2018 11:18PM BST
Monitoring - The reboot has corrected the problem. Full platform resilience has been restored and traffic has been moved back to the primary firewall

We will continue to monitor the firewalls closely over the weekend

Read more »

Sep
14
September 13, 2018 2:04PM BST
Scheduled - Background

On 14th September 2018 00:00 Node4 engineers will be performing emergency maintenance on one of the core network routers in our London POP.

This router provides both MPLS based services and Internet transit.
This work is being undertaken follow advice from vendor TAC. We need to perform tasks in order to restore full management functionality which was identified on 12/09/18

http://www.n4status.co.uk/pages/maintenance/58a2d31da65d4d062d0003cd/5b99b695b8be6804b3dc4192

Maintenance Window

14th September 2018 00:00 - 14th September 2018 03:00

Impact

Engineers will be on site to perform system tasks on the router with remote support from vendor TAC.

While we are hoping this work can be completed without any service interruption the results of one task will dictate the next. Therefore this work may lead to actions which result in it being intrusive, and therefore a maintenance window is being used. Services terminating or traversing the routers will be deemed at risk.

Any service impact will be kept to minimum though some customers could see packet loss or high latency during routing re-convergence during this period.

Customers with services directly connected to this MPLS PE will be notified directly.

Updates will be posted to N4status during this work.

Support & Feedback

Our network operations engineers will closely monitor the work and will do everything possible to minimise any inconvenience to you. If you have any problems with your connection after this time, or if you have any questions regarding the maintenance at any point, please call Technical Support at 0845 123 2229 or visit node4.co.uk/support.

While it is important for Node4 to perform maintenance such as this to ensure the quality of our network, we do everything possible to minimise any inconvenience to our customers. We appreciate your patience and welcome any feedback.

Regards,
Node4 Technical Support


September 14, 2018 12:00AM BST
Active - Engineers are on site and works will now commence.

More updated will follow as we progress.

September 14, 2018 12:36AM BST
Active - Node4 Engineer and TAC are still working on this.

Further updates to follow.

September 14, 2018 1:32AM BST
Completed - Node4 Engineers and TAC have successfully resolved the issue seen with the MPLS PE.
Further logs have been taken to attempt to find root cause of the issue that first occurred.
This will take some time for TAC to investigate and feed this back to Node4.

Node4 NOC will continue to monitor this closely.
There was no service interruption to customers during this maintenance.


Read more »

Sep
13
Emergency Maintenance - Telehouse London
Posted by on 13 September 2018 02:57 AM
September 13, 2018 2:00AM BST
Scheduled - Node4 monitoring systems have alerted us to an issue with an MPLS PE device in Telehouse London.

This has been raised with TAC whom are currently investigating with Node4 Network engineers. This has reached a point where we are required to make a change in an attempt to rectify the issue.

This will occur 02:10 to 03:00 as an at risk period customers may see routing convergence during this period for internet transit and directly connect customers.


September 13, 2018 2:57AM BST
Active - Engineers & TAC has been investigating but unfortunately not been able to resolve the issue seen.

This Emergency window is being extended by 30 mins.

It should be noted as it stands this device is functioning as expected and passing traffic. We have not see any issue swith traffic flow through the MPLS PE device. The issue seen is relating to the management of the device.

Further updates will follow.

September 13, 2018 3:31AM BST
Completed - Following the changes and investigation from Node4 Engineers and TAC this has not resolved the issue seen.

Logs have been obtained, TAC are investigating this in further detail.

Transit through this MPLS PE is unaffected by issue we are seeing.

When we receive further information from TAC we may be requested to make further changes that impact or put at risk transit through this MPLS PE device.

As such this posted on N4status if required.


Read more »

Sep
5
N4-Protect- VPN issues
Posted by on 05 September 2018 07:24 PM
September 5, 2018 7:24PM BST
Investigating - We have received reports of issues surrounding VPN connectivity to customers active on N4-Protect. We will be carrying out work to restart the VPN process on the firewall at 23:00 hrs this evening.

Updates will be posted here, before and after completion.

September 5, 2018 9:19PM BST
Investigating - We now have further plans to perform a reboot of the N4-Protect platform, the firewalls are in a HA cluster, and services will move across to the secondary firewall when the reboot occurs, so customers shouldn't notice any downtime.

We will provide further updates before and after the scheduled window at 11pm.



September 5, 2018 11:17PM BST
Investigating - The reboot is scheduled to go ahead shortly, engineers are doing final checks before initiating reboot procedure.

Further updates when reboot procedure's hasbeen completed.

September 5, 2018 11:51PM BST
Monitoring - The firewalls have been rebooted and we are now monitoring the situation for any issues. If any customers are still experiencing problems, please get in touch with us via the Service Desk.



September 13, 2018 2:05PM BST
Resolved - Services have remained stable.

Read more »