Posts in Category "CSO"

CSO – DATE (9 OCT 2014) – Email Issues on EMEA1 Cluster

1:53pm EST – The issue has been repaired.  Root cause is being identified and once that is finalized, we will provide an update.   All emails on EMEA1 should be going now as scheduled.

1:20pm EST – Customers on the EMEA1 cluster will experience issues with email delivery. This appears to only be affecting customers on the EMEA1 cluster (EMEA2 is fine).  No emails have gone out for customers on the EMEA1 cluster as of October 8 at 2 PM MDT.  We are continuing to investigate and will provide information as soon as there are changes in status and the issue is repaired.

You can get full updates on our Adobe Connect Status Page here: http://status.adobe.com/

 

CSO – DATE (8 OCT 2014) – Intermittent Issues on NA5 Hosted Cluster

Customer Impact Statement / Root Cause:

Overview
Customers with an account hosted on our NA8 cluster had limited or no access to their accounts from
08:00 AM – 08:18 AM PST on 7 OCT 2014.

Root Cause
There were issues with long running queries on the production database server. These issues caused
Connect nodes to fast fail within the cluster. These fast fails caused the service interruption to users.

Corrective Measures / Action Plan
The offending queries on the database server were stopped and maintenance was performed on the
database. The root cause of the issue was identified and will be fixed in Connect 9.3 which is currently
planned to be rolled out this month to the remaining clusters.
Customers can confirm their account upgrade date by checking the upgrade widget on the Connect
Downloads and Updates page here:
https://www.adobe.com/support/connect/downloads-updates.html

 

12:40pm EST – The customer impact should be alleviated.  We have repaired the issue and we are continuing to monitor the situation.  Meetings should now be launching normally.  A customer impact statement will be made available shortly, describing root cause and steps made to repair.

12:00pm EST - Some customers are reporting they cannot launch their Connect meetings.  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 NA5 cluster. You can get full updates on our Adobe Connect Status Page here: https://status.acrobat.com

 

Update – CSO – DATE (11 JULY 2014) – Universal Voice Not Connecting for Certain Clusters

11:40am EST – Universal Voice is currently down for customers on the following clusters: (NA1, NA2, NA6, NA8, NA9, NA12).  This affects the ‘audio broadcast’ functionality in Adobe Connect Meeting rooms on those clusters.  This also affects ‘user-configured’ (non-integrated) telephony profiles on those clusters.  Meetings that utilize ‘UV Profiles’ (user-configured) will not have audio.  Meetings that use the ‘integrated’ telephony profiles (telephony adaptors for InterCall, MeetingOne, Arkadin, and PGI) will still have audio, but the ‘broadcast’ will not work.  We are currently working with our Operations team to resolve the issue. You can get full updates on our Adobe Connect Status Page here: https://status.acrobat.com

4:30pm EST – We have identified the issue and applied a fix for the Universal Voice issues that have occurred today in our EQX (SJ1) datacenter.  This was a configuration issue outside of the application that affected the integration with our SIP service.  The team has deployed the necessary changes and done appropriate testing to ensure the system is now stable.