UK Cloud Network

Reason for recent outages - 11th - 12th December

Resolved
Assessed

On the 11th and 12th of December there were some outages affecting simPRO customers in the UK.

The root cause of these was a memory hardware failure in an edge router in the data centre operated by our suppliers. The memory failure was causing the router to unexpectedly reboot and blocked all inbound and outbound internet connectivity to our systems for around 30 minutes on numerous occasions.

Our provider worked to fix the affected router as quickly as possible and are also following up with the manufacturer of the router regarding the failure to ensure it doesn’t happen again in the future.

While most of our customers in the UK were only affected for the 30 min durations while the router rebooted, as our internal systems restored connectivity automatically to most instances, there was a small subset of customers who were without simPRO connectivity between the individual outages as well. This was caused by a failure in our internal monitoring and automatic failover systems to correctly restore connectivity for some customer instances. We are now working to resolve this internal issue as quickly as possible and improve the monitoring of the systems to ensure future events do not cause avoidable outages.

We apologise for any inconvenience caused.