Thursday - June 21st, 2001 - Classification
: Notice
We made a change in the security method on our mail servers today
at 6:00 PM. Some customers who host their Internet domains and
corresponding mail servers on geeksnet servers need to make changes
on their local machines in order to be able to send e-mail. The
customers who are affected by this change are those who do not
receive their Internet access from geeksnet via dial-up (56K and
ISDN) or high speed frame access. This change only affects the
outgoing mail service. Click
here for more info.
Thursday - June 7th, 2001 - Classification
: Minor
Incident Report #11 - Web Interface E-mail Client Down
4:30 AM - The web interface for geeksnet e-mail accounts
as well as all domain hosting mail accounts stopped functioning.
This only affected the web interface. There was no interruption
of POP3 or SMTP service.
9:02 AM - The service was discovered to be down and
was restarted. This is the second incident concerning this web
interface in 18 months. This only affected those customers who
use the web interface as their primary mail client. Please note
that while the web interface is a good tool, geeksnet recommends
that our customers use a more full featured such as Outlook
or Outlook Express. Please see our support
section for help in setting up your software.
This service is not critical and did not affect our customers
other than they were unable to view the web interface, therefore
it will not be logged in the year-to-date logging.
Thursday - May 31st, 2001 - Classification
: Severe
Incident Report #10 - Circuit Down
4:40 PM - Users are unable to authenticate for dial-up
service or check e-mail. Hosting customers also have an interruption
of mail and web page service.
4:45 PM - Automated notification system pages technician
and the customers begin to call. Troubleshooting begins.
4:50 PM - It is determined that the circuit to our Winterville
location is down and we call Sprint (the provider of the circuit).
4:55 PM - Circuit is restored to service. All service
begin to function normally.
This incident did not affect users who were already connected
other than they were unable to get e-mail.
Totals Since 1/11/01 (Date this logging began)
Greenville Dial-up
Total downtime for incoming calls-9 hrs 02min (4 incidents)(99.7%Uptime)
Total disconnection incidents - 3.
Wilson Dial-up
Total downtime for incoming calls-5 hrs 59 min(3 incidents)(99.8%
Uptime)
Total disconnection incidents - 0.
High Speed Access
Downtime - 0 mins
Web Hosting
Total downtime for WWW1 - 15 minutes.
Total downtime for WWW2 - 15 minutes.
Total downtime for WWW3 - 5 hours 49 min (3 incidents).(99.8%
Uptime)
E-mail Service
Total downtime - 3 hours 15 min (99.9% Uptime)
Thursday - April 26th,2001 - Classification
: Minor
Incident Report #10 - Geeksnet Web Site Down
1:08 PM - www.geeksnet.com starts sending error message
to all client requests. Page is not available to browse.
1:48 PM - Problem is reported and troubleshooting begins.
3:15 PM - Issue is resolved. The error was caused by
a database error. www.geeksnet.com uses a SQL database to actively
build the page as each user requests it. This allows for a slightly
different page to be seen at each viewing. The web page was
unable to log into the required database therefore no page was
viewable.
This service is not critical and did not affect our customers
other than they were unable to view our page, therefore it will
not be logged in the year-to-date logging.
Monday - April 23rd, 2001 - Classification
: Severe
Incident Report #9 - Authentication Server not Functioning
4:00 AM - The software vendor that supplied our billing/authentication
software made a scheduled update to our software that would
interrupt our authentication process. This update was expected
to take approximately 30 minutes and was scheduled at this time
so that our customers would not be affected. Problems arose
during the upgrade and the update instead took 3 and a half
hours. During this time no one was able to authenticate with
our dial-up service and make a connection to our network (invalid
username or password error message). It is estimated that 20
customers were affected by this interuption of service.
7:30 AM - Authentication service was restored.
This Incident
Total downtime dial-up service - approx. 3 hours 30 minutes.
Totals Since 1/11/01 (Date this logging began)
Greenville Dial-up
Total downtime for incoming calls-8 hrs 47min (3 incidents)(99.7%Uptime)
Total disconnection incidents - 3.
Wilson Dial-up
Total downtime for incoming calls-5 hrs 44 min(2 incidents)(99.8%
Uptime)
Total disconnection incidents - 0.
High Speed Access
Downtime - 0 mins
Web Hosting
Total downtime for WWW1 - 0 minutes.
Total downtime for WWW2 - 0 minutes.
Total downtime for WWW3 - 5 hours 34 min (2 incidents).(99.8%
Uptime)
E-mail Service
Total downtime - 3 hours (99.9% Uptime)
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