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Service: Cobweb Hosted Exchange 2013
We are currently experiencing a recurring issue with the Hosted Exchange 2013 load balancers. Intermittently the primary load balancer is hanging, blocking new connections, and not failing over seamlessly to the secondary load balancer without manual intervention. Once Cobweb effect the manual failover to enable new customer connections all existing customers are disconnected and will experience some disruption. Customers accessing the Exchange Service via Outlook will be reconnected automatically, those using OWA will need to log back in.
The root cause has been determined by our third party supplier and they are working around the clock to develop and test a software hot fix for this issue.
The timeline of the events to date and all further updates will be exclusively added to this site as information becomes available, whilst we have issued a number of Incident Reports for this issue already we will not be issuing anymore until this issued is resolved.
14th April - Following on from the changes made on the 5th and 6th April, customer feedback remains positive on the stability of the platform. We are still awaiting an update from our third party supplier.
8th April - Feedback from customers indicates the configuration changes made weekend (5/6th April) have increased the stability of the platform. We are still awaiting an update from our third party supplier 'Brocade'.
4th April – We are still awaiting the code update from Brocade. We are however making configuration changes this weekend that will minimise customer disruption when the issue occurs. These changes will be non-disruptive.
1st April - Cobweb manager escalated with Duty Manager at Brocade. The issue is with their engineering team who are working on a code upgrade
1st April - Case ID: INC026076 - Ninth occurrence - Time: 11:05 – 11:38
31st March - Case ID: INC025871 - Eighth occurrence - Time: 14:21 – 14:23
31st March - Case ID: INC025871 - Seventh occurrence - Time: 13:10 – 13:25
27th March - Case ID: INC025498 - Sixth occurrence - Time: 14:32 – 14:42
25th March - Escalated again through Brocade support
24th March - Case ID: INC024652 - Fifth occurrence – patch rolled back on instructions from Brocade - Time: 08:56 – 09:02
22th March - Patch installed
20th March - Case ID: INC024257 - Fourth occurrence - Brocade issue patch - Time: 08:56 – 09:02
12th March - Case ID: INC023006 - Third occurrence - Time: 11:45 – 11:47
28th February - Case ID: INC021334 - Second occurrence - Brocade confirmed bug, engineering working on patch - Time: 20:39 – 21:32
21st February - Case ID: INC020527 - First occurrence – Raised to Brocade - Time: 14:13 – 14:25
We apologise for any inconvenience caused.
To contact Technical Support please email firstname.lastname@example.org
Hosted Lync 2013
Our engineers have investigated an issue regarding Hosted Lync 2013 and Hosted Exchange 2013 integration and have identified the cause of this issue to be the March Windows Updates KB2817668 & KB2863908. Microsoft are aware and are working to resolve.
More information can be found here: http://www.cobweb.com/PDF/Hosted%20Lync%202013%2007042014.pdf
Important Information:- The Heartbleed OpenSSL Vulnerability
The Cobweb Solutions platforms are not affected by this vulnerability.
Thursday 24th of April 2014: 20:00 - 20:10
During this time there is a potential for a short disruption of around 60 seconds though it’s expected to be seamless for the majority of our customers.
Cobweb Network; supporting Hosted Exchange 2007 including BlackBerry Enterprise and the Cobweb Control Panel.
Reason for Maintenance:
We will be performing network maintenance as part of an ongoing network improvements programme of work.