Posts in Category "Connect Service Outage"

CSO – Date (8 July 2016) – NA12 and NA9 cluster accounts intermittently experiencing Latency Issues

As of 9:15 AM MDT, some Adobe Connect customers located in North America were intermittently experiencing latency issues, slowness and unable to connect to meeting rooms. This issue is intermittent and is only affecting some customer that have their account hosted on NA12 and NA9 cluster. You can get full updates on our Adobe Connect Status Page here: https://status.acrobat.com

At 12:12 PM MDT, The operations team could not find anything alarming from the server side. They are suspecting possibly an ISP issue. Closing out this CSO.

 

CSO – DATE (25 APRIL 2016) – Meetings on NA1 and NA2 Not Launching

1:15pm EDT – NA2 appears to be back up and running.  Issue is being marked as closed for now and a full RCA will be delivered after the analysis is complete.

1:10pm EDT – NA1 appears to be back up and running.  Team is working on NA2 right now.

11:35am EDT – The operations team has been working on the issue and the problem still persists.  Currently the NA1 and NA2 environments are unavailable.

11:05am EDT – The operations team has had to perform a service restart on the NA1 and NA2 environments to alleviate the issue.  Connected users would have been disconnected and new users would have been unable to reach the environment briefly during the service restart.

10:30am EDT – Some customers on NA2 hosted cluster are also reporting issues with opening Meetings and/or Content.  This is being investigated now as an issue in our storage environment.  NA1 and NA2 cluster customers are the only ones reporting issues at this time.

10:20am EDT – Some customers are reporting they cannot login to their Connect meetings hosted on the NA1 cluster in the Adobe Connect Hosted environment..  We are currently working with our Operations team to resolve the issue.  This issue is intermittent and is only affecting some customers that have their account hosted on our NA1 cluster. You can get full updates on our Adobe Connect Status Page here: https://status.acrobat.com.

Resolved: CSO: DATE (04-05-2016) – Adobe Connect NA7 Seminar & Meeting “Request not Processed”

Issue is resolved as of 2:57 EST; RCA to follow. Meetings and Seminars are now accessible.

Seminars (both large and small) and Meetings no longer trigger the error: “Request not Processed”

This is incident affected accounts on NA7 only

This appeared to have started about 1:45 ET.

 

Please see the Status Page for more information.

New Adobe Connect Support Blog Subscription Option

Now you can stay on top of the new articles and posts by subscribing to the Adobe Connect Support Blog. Simply go to the Adobe Connect Support Blog home page and enter your email address and check off the categories about which you would like to be notified. Click “Subscribe me” and you will begin receiving  regular updates:

subscribe.fw

 

 

CSO : DATE (20 NOV 2015) – Adobe Connect Access Intermittent for DA2 Datacenter – RESOLVED

UPDATE #4:

As of 1:05 PM ET,  while we are still waiting on Level 3 to confirm on their end that the issue is resolved, further testing by our Technical Operations team was able to confirm that network traffic has returned to normal levels and Adobe Connect services are no longer appearing to be impacted.
We are marking this as resolved and a full incident review will be conducted.  Out of this, a statement will be prepared and delivered.

 

UPDATE #3:

As of 12:50 PM ET, we are still waiting on the service provider.  Level 3 is experiencing major issues across possibly multiple locations although we still do not have confirmation outside of Chicago.

The issue is still intermittent depending on the network route that customers are taking to our Dallas datacenter.  Customers may have packet loss but still get to the Connect account.  They may experience slower load times and performance issues.  Other customers may experience timeouts.   Customers not going through affected areas will not see an issue.
Update to follow.

 

UPDATE #2:

As of 12:00 PM ET, we have identified this being a carrier issue currently in the Chicago area. It appears to be an outage on the Level 3 network where it is affecting customers routing to our Dallas datacenter (DA2) through Chicago.  It may possibly be impacting other routes as well, but currently the teams are waiting on official word from Level 3 on this issue.

 

UPDATE #1:

As of 11:15 AM ET, there is intermittent connectivity to Adobe Connect meetings and the Adobe Connect web application for all clusters in the DA2 datacenter.  This affects accounts on the following clusters:

NA3, NA4, NA5, NA7, NA10, NA11

The teams are currently engaged and investigating this issue.

Update to follow.

 

CSO : DATE (19 OCT 2015) – Telephony and Meeting Issues in DA2 Datacenter

UPDATE #2:

As of 1:15 PM MDT, all Adobe Connect customers are now able to launch new meetings on all of the impacted clusters. After further investigation it was determined that clusters NA5, NA10, NA11 were not impacted during this incident. The affected clusters were NA3, NA4, and NA7.  This issue has been resolved and the service is currently operating normally. No further impact is anticipated at this time.

The technical teams made some configuration changes on the impacted servers followed by a reboot, which restored the service on the affected clusters.

A full summary of the root cause and recurrence prevention plan will follow.

UPDATE #1:

As of 8:45 AM MDT, it appears that most Adobe Connect clusters are having difficulties connecting to meetings.  This includes the entire DA2 datacenter as well as some clusters in the SJ1 datacenter.

The technical teams are still investigating.

 

 

Issue:

As of 6:10 AM MDT, some customers in North America in the DA2 datacenter  (Clusters: NA3, NA4, NA5, NA7, NA10, NA11) may be unable to start audio calls from their Connect meeting rooms.

Also, customers with an account hosted on our NA4 cluster are having difficulty with slow loading meetings or meetings that are hanging on connecting.

The technical teams are still investigating the cause of the issue.

Updates will follow below.