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Latest Updates
Dec
11
November 26, 2018 12:43PM GMT
Scheduled - Description Background

As part of ongoing service enhancements to our Derby Data Centre network engineers will be performing intrusive maintenance on network infrastructure which supports services in to Derby Cloud.
These services include internet breakout and MPLS connectivity for Derby Cloud customers, along with internet and MPLS access for subset of customers with firewalls appliances.

This maintenance is required to support the ongoing decommission of DC-1 Hall-1 and to provide a hardware refresh of the network infrastructure.

During this maintenance window engineers will be moving internet and MPLS service to new infrastructure.

Maintenance Window

10th December 2018 23:00 - 11th December 2018 03:00 GMT

Impact

Internet/MPLS - During this period of maintenance we expect an outage of up to 20 minutes for each while services are migrated to new infrastructure.

All internet and MPLS services for Derby Cloud customers will be “at risk” during the maintenance window. This includes any UCaaS / Collaboration based services that run within the Derby Cloud environment.

Customers that are directly affected by this work will be directly notified.

Node4 will provide updates 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 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.

December 10, 2018 11:04PM GMT
Active - Engineers are on site at risk works now commencing.

Updates to follow.



December 11, 2018 12:00AM GMT
Active - 00:00 - Engineers are continuing to work through this evenings changes as planned.

Further updates to follow

December 11, 2018 1:43AM GMT
Active - Engineers have completed the MPLS part. Now progressing to the next part Internet phase.

Updates will follow completion of this.

December 11, 2018 2:32AM GMT
Active - Final Phase complete.

We are now working through post checks.

Updates to follow.

December 11, 2018 2:58AM GMT
Completed - Following post checks have passed. This maintenance has been successful.

If you do experience any issues at all following this please inform our service desk https://support.node4.co.uk referencing CHG0032336

Read more »

Nov
29
Emergency Maintenance - Northampton Cloud Core Switch
Posted by on 29 November 2018 10:00 PM
November 16, 2018 2:01PM GMT
Scheduled - On Thursday 29th November 2018, Node4 Engineers will be carrying out work to upgrade the firmware on one of the core switches upstream to the cloud platform at Northampton

We expect failover to be around 1-3 minutes or less while we re-route traffic around the core switch, you may experience slight degradation across MPLS and Internet transit paths while traffic is re-routed.


Impact

At Risk – Thursday 29th November 2018 22:00 – 06:00

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 platform 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

November 29, 2018 10:00PM GMT
Active - Scheduled maintenance is starting.

November 29, 2018 11:14PM GMT
Completed - 23:14 - Node4 Engineers have completed the upgrade successfully, all checks have now been completed.



Read more »

Nov
29
Telephony Issues
Posted by on 29 November 2018 11:26 AM
November 29, 2018 11:26AM GMT
Investigating - We are currently investigating reports of certain calls over the Node 4 SIPLINK platform, Including to our primary support number. These issues are being investigated with the highest priority and we will provide updates as soon as they are available.

November 29, 2018 11:48AM GMT
Investigating - Our UC team are currently working on the issue, they are speaking to the service provider to identify where the issue is being caused and to try and resolve as quickly as possible. Multiple engineers are currently engaged and looking at the problem.

November 29, 2018 12:19PM GMT
Investigating - We have identified after speaking to our voice carrier they have identified there may be an equipment problem/failure of some kind. we are removing the faulty call paths out of service to remove the issue until a permanent fix can be provided by the carrier. We will provide another update shortly

November 29, 2018 12:47PM GMT
Investigating - Work is still continuing to resolve the issues, engineers are currently running a series of tests, and speaking to the voice carrier directly. We will provide a further update as soon as possible with further progress

November 29, 2018 1:19PM GMT
Investigating - The carrier has identified some alarms at Notts IPC on a Faulty line card which may be causing the current issues. They have raised it with the provider of the service who currently have an engineer investigating the issue. We will provide a further update shortly on progress.

November 29, 2018 1:56PM GMT
Monitoring - The carrier has now removed the faulty hardware from the call path and the audio issue has now been resolved. Please report any further issues experienced. The faulty hardware will be replaced at a later data and a maintenance window will be scheduled to allow this to be tested and brought back into service

December 5, 2018 4:26PM GMT
Resolved - We have been monitoring this for the past week for stability of the platform, and there have been no further issues.

Read more »

Nov
26
Leased Line Failures
Posted by on 26 November 2018 04:58 PM
November 26, 2018 4:58PM GMT
Investigating - We have had reports of some customers with issues with lease line failures. We have raised with this our provider who has identified there may be a possible Fibre Break which they are dispatching an engineer out to investigate. We will provide further updates as we receive them from the provider.

November 26, 2018 5:27PM GMT
Investigating - We have been advised that the provider is dispatching an engineer to site of suspected Fibre break and has given an eta of 7pm. if there are any changes to this we will keep you informed as we gain further information.

November 26, 2018 6:04PM GMT
Investigating - Also in addition to the information already provided this is only affecting a number of KCOM leased lines only.

November 26, 2018 9:32PM GMT
Investigating - An engineer has arrived on site and is currently investigating the potential fibre break. Further updates to follow as they are provided.

November 26, 2018 10:28PM GMT
Monitoring - The engineer has attended site and found a fault with the multiplexer. Power has been restored to the multiplexer which has restored normal service.

We are currently running final checks and monitoring stability of the services.

If any further issues are identified or you don't believe your issue to be resolved please notify the NODE4 Service Desk

November 27, 2018 9:57AM GMT
Resolved - We have been closely monitoring connectivity for the past 12 hours and have not seen any further issues since the problem was rectified at 21:40 on the 26th of November 2018. We will continue to keep an eye on this over the next few days.

Read more »

Nov
26
Issues with Microsoft Exchange online
Posted by on 26 November 2018 11:43 AM
November 26, 2018 11:43AM GMT
Investigating - We have received some calls from some organisations who are encountering some issues with Microsoft Exchange Online. it has been identified by Microsoft and they are currently investigating the issue. The lastest update from Microsoft is as follows -

Title: We're looking into a potential problem.

User Impact: We're investigating the potential end-user impact.

Current status: We're reviewing synthetic transaction logs to isolate the source of the issue and determine the next troubleshooting steps.

Scope of impact: Impact is specific to a subset of users who are served through the affected infrastructure.

Next update by: Monday, November 26, 2018, at 1:30 PM UTC

We will monitor for further updates and provide them when given by Microsoft.

November 26, 2018 1:38PM GMT
Investigating - We have received the following update from Microsoft in relation to the issues affecting Exchange Online. We will continue to provide updates as and when we receive them.

NEW UPDATE:

Title: Can't access email

User Impact: Users may be unable to connect to the Exchange Online service.

More info: Affected users may be able to able to access the Exchange Online service if they refresh their connection.

Current status: We've determined that availability dropped below acceptable thresholds due to a networking issue. We've restricted some replication and migration requests through the affected infrastructure and while increasing connection points on alternate infrastructure to remediate impact.

Scope of impact: Impact is specific to a subset of users who are served through the affected infrastructure.

Start time: Monday, November 26, 2018, at 10:10 AM UTC
Next update by: Monday, November 26, 2018, at 2:30 PM UTC

November 26, 2018 3:02PM GMT
Investigating - We have been advised of the below from Microsoft, the issue is still being investigated as the exchange online is still operating below normal thresholds but they have advised to restart outlook in the interim to see if there are any improvements in using Exchange Online. We will provide further updates as and when we receive them from Microsoft.

User Impact: Users may be unable to connect to the Exchange Online service via multiple protocols.

More info: Affected users may be able to able to access the Exchange Online service if they refresh their connection.

Current status: We're monitoring availability across all protocols, while there has been some improvement the service is still performing below acceptable thresholds. In parallel, we're reviewing networking data to determine the next troubleshooting steps.

Scope of impact: Impact is specific to a subset of users who are served through the affected infrastructure.

Start time: Monday, November 26, 2018, at 10:10 AM UTC
Next update by: Monday, November 26, 2018, at 3:30 PM UTC

November 26, 2018 3:50PM GMT
Investigating - We have received a further update from Microsoft, there appears to have been some improvements in stability on the platform, however Microsoft are still looking into some packet loss which is currently occurring which may be contributing to degraded performance. Microsoft will continue to investigate until the platform has been fully restored.

User Impact: Users may be unable to connect to the Exchange Online service via multiple protocols.

More info: Affected users may be able to able to access the Exchange Online service if they refresh their connection.

Current status: Availability is continuing to increase across all protocols, however, it is not operating within our accepted parameters. We're investigating potential packet loss and reviewing network infrastructure to determine the root cause.

Scope of impact: Impact is specific to a subset of users who are served through the affected infrastructure.

Start time: Monday, November 26, 2018, at 10:10 AM UTC
Next update by: Monday, November 26, 2018, at 5:00 PM UTC

November 27, 2018 8:34AM GMT
Investigating - We have received a further update from Microsoft in relation to the issues with exchange online. We will keep checking throughout the day for further information as it comes in.

User impact:Users may be unable to connect to the Exchange Online service via multiple protocols.
Latest message:Title: Can't access email

User Impact: Users may be unable to connect to the Exchange Online service via multiple protocols.

More info: Affected users may be able to access the Exchange Online service if they refresh their connection.

Current status: We're continuing our work to identify the source of the increase in network traffic. While this occurs, we're monitoring the affected environment to ensure that traffic remains in a healthy state.

Scope of impact: Impact is specific to a subset of users who are served through the affected infrastructure.

Start time: Monday, November 26, 2018, at 10:10 AM UTC

Preliminary root cause: A portion of network infrastructure was in a degraded state, which resulted in intermittent connectivity failures.

Next update by: Tuesday, November 27, 2018, at 10:00 AM UTC
Updated:2018-11-27 03:36 (UTC)

November 27, 2018 10:07AM GMT
Investigating - Hi, we have been provided the next update from Microsoft which can be seen below. We will provide additional updates as and when we receive them.

User Impact: Users may be unable to connect to the Exchange Online service via multiple protocols.

More info: Affected users may be able to access the Exchange Online service if they refresh their connection.

Current status: We're performing traffic optimization on the affected infrastructure to provide relief, whilst we continue to isolate the cause of the increase in traffic load.

Scope of impact: Impact is specific to a subset of users who are served through the affected infrastructure.

Start time: Monday, November 26, 2018, at 10:10 AM UTC

Preliminary root cause: A portion of network infrastructure is in a degraded state, which is resulting in intermittent connectivity failures.

Next update by: Tuesday, November 27, 2018, at 1:00 PM UTC

November 27, 2018 2:59PM GMT
Investigating - We have had an additional update from Microsoft please see the below details of progress so far.

User Impact: Users may be unable to connect to the Exchange Online service via multiple protocols.

More info: Affected users may be able to access the Exchange Online service if they refresh their connection.

Current status: Traffic optimization and capacity management changes within the environment are ongoing. Although many users are experiencing service restoration, we're still seeing isolated availability issues on a small subset of infrastructure.

Scope of impact: Impact is specific to a subset of users who are served through the affected infrastructure.

Start time: Monday, November 26, 2018, at 10:10 AM UTC

Preliminary root cause: A portion of network infrastructure is in a degraded state, which is resulting in intermittent connectivity failures.

Next update by: Tuesday, November 27, 2018, at 4:00 PM UTC

November 27, 2018 4:11PM GMT
Investigating - We have received the following update from Microsoft on progress with the issue.

More info: Affected users may be able to access the Exchange Online service if they refresh their connection.

Current status: We're still seeing isolated availability issues on a small subset of infrastructure. In parallel with analyzing diagnostic data within the affected environment to isolate the root, we're continuing optimize traffic routing and make capacity management changes within the environment to provide relief.

Scope of impact: Impact is specific to a subset of users who are served through the affected infrastructure.

Start time: Monday, November 26, 2018, at 10:10 AM UTC

Preliminary root cause: A portion of network infrastructure is in a degraded state, which is resulting in intermittent connectivity failures.

Next update by: Wednesday, November 28, 2018, at 10:00 AM UTC

November 28, 2018 10:13AM GMT
Investigating - We have been provided with a further update in relation to the issues for Exchange online from Microsoft. As soon as we are able to obtain a further update we will provide this as soon as possible.
Title: Can't access email

User Impact: Users may be unable to connect to the Exchange Online service via multiple protocols.

More info: Affected users may be able to access the Exchange Online service if they refresh their connection.

Current status: We've made a configuration change to a Messaging Application Programming Interface (MAPI) traffic management parameter and believe that the issue should be resolved for the majority of users. We're monitoring the affected environment for an extended period of time to ensure it remains healthy.

Scope of impact: Impact is specific to a subset of users attempting to access the service from the UK.

Start time: Monday, November 26, 2018, at 10:10 AM UTC

Preliminary root cause: A configuration issue with a MAPI traffic management parameter caused a portion of network infrastructure to become degraded, resulting in intermittent connectivity failures.

Next update by: Thursday, November 29, 2018, at 10:00 AM UTC

November 29, 2018 10:31AM GMT
Investigating - We have received a further update from Microsoft in relation to the ongoing issues that are being encountered. We will continue to provide further updates as and when they are available.

User Impact: Users may be unable to connect to the Exchange Online service via multiple protocols.

More info: Affected users may be able to access the Exchange Online service if they refresh their connection.

Current status: We identified an update designed to optimise authentication requests had caused impact and had not been rolled back as expected. We’ve manually performed the required rollback in an effort to remediate impact for the last subset of users that may still be experiencing impact. We’re continuing to monitor the affected environment for signs of remediation.

Scope of impact: Impact is specific to a subset of users attempting to access the service from the UK.

Start time: Monday, November 26, 2018, at 10:10 AM UTC

Preliminary root cause: A configuration issue with a MAPI traffic management parameter caused a portion of network infrastructure to become degraded, resulting in intermittent connectivity failures.

Next update by: Friday, November 30, 2018, at 10:00 AM UTC

December 5, 2018 4:24PM GMT
Resolved - Microsoft have been monitoring the service further for the past few days and have reported no additional issues and the service should now be up and running as normal.

Read more »