• My Tickets
    Login and Update\Manage current tickets
  • Submit a Ticket
    Submit a query or question for our team to review
  • Knowledgebase
    Search our informative articles and how-to videos
  • Remote Support
    Join our Support Engineer via TeamViewer
Latest Updates
Emergency Maintenance - At Risk Notice - Derby SIPLink
Posted by on 18 January 2018 10:07 PM
January 18, 2018 3:41PM GMT
Scheduled - We need to reboot both SBCs in Derby to resolve an issue affecting a small number of customers with TCP SIP.

We will reboot the standby SBC, failover the cluster then reboot the remaining SBC and fail back.

There is no downtime or service interruption expected as failover is stateful however Derby SIPLink should be considered at risk during this window.

January 18, 2018 10:07PM GMT
Active - Maintenance work is starting.

January 18, 2018 10:33PM GMT
Completed - Restarts have been complete successfully and the TCP SIP issue resolved.

This ends the At Risk period.

Read more »

SIP-UA registration failures
Posted by on 15 January 2018 11:18 AM
January 15, 2018 11:18AM GMT
Investigating - We are currently investigating reports of SIP-UA endpoints dropping registrations with the Derby SIP environment. Currently Endpoints are registering however we are investigating what caused earlier disconnections.

January 15, 2018 11:31AM GMT
Resolved - We believe the outages were caused by issues with a pair of core infrastructure servers which should now be corrected. We experienced an additional disconnection while we took remedial action so we believe in total 3 periods of registration issues may have been experienced by SIP-UA customers.

We are continuing to investigate the root cause however we do not expect any further occurrences of the issue but will continue to monitor this closely.

January 15, 2018 12:00PM GMT
Investigating - We are investigating reports that some customers are still having issues re-registering that are being investigated.

January 15, 2018 12:16PM GMT
Resolved - We identified some customers were unable to reconnect after the last outage. We have taken action to resolve this and are now seeing impacted customers re-registering.

We are continuing to monitor the situation.

Read more »

January 15, 2018 7:33AM GMT
Scheduled - On Monday 15th December, engineers will be performing emergency maintenance on the N4Protect firewalls at both our Wakefield and Northampton datacentres. This is required in response to issues raised by customers.

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.


At Risk – Monday 15th December 07:30 - 09:00 GMT

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.

Node4 Technical Support

January 15, 2018 7:35AM GMT
Active - Engineers are starting this maintenance.

January 15, 2018 7:43AM GMT
Active - Engineers have completed maintenance on one of the firewalls and will now continue with the second.

January 15, 2018 7:50AM GMT
Completed - Both firewalls now completed and maintenance completed.

Read more »

N4Cloud Northampton - Emergency Maintenance - At Risk
Posted by on 12 January 2018 04:41 PM
January 12, 2018 4:41PM GMT
Identified - We are investigating a potential issue with the Northampton cloud infrastructure. We have an issue with a core switch which we are currently investigating. We may need to perform emergency maintenance on this switch in order to maintain services (and to avoid unplanned downtime). While the infrastructure is fully resilient there is a risk of service impact while we undertake the critical maintenance.

Further updates to follow.

January 12, 2018 5:55PM GMT
Monitoring - We have now rebooted one of the switches within the infrastructure. During the reboot there was a short period of intermittent connectivity (approx 1 minute) which some customers may have noticed as high latency or session disconnects. Engineers are continuing to investigate the issue. We are aware of extended issues for a couple of specific customers who we have been in contact with directly.

January 12, 2018 8:04PM GMT
Resolved - The maintenance is now complete. No further work will be undertaken. Normal service is resumed.

Read more »

January 10, 2018 2:57PM GMT
Scheduled - In light of the recent process speculative execution vulnerability Node4 engineers will be performing emergency patching on the Derby Cloud Management platform. During the maintenance window there will be limited access to cloud management tools. Running Virtual Machines should be unaffected during the maintenance window.

January 12, 2018 7:53AM GMT
Active - Derdy Cloud Maintenance has been completed sucessfully

January 12, 2018 7:53AM GMT
Completed - Derdy Cloud Maintenance has been completed sucessfully

Read more »