Resolved
Issue with accessing the Practice Labs platform

Started
May 02, 2022 at 6:02 PM
Status
Resolved after 1 day
Affected
Lab Services
Azure Labs
Lab Services
Persistent Labs
Lab Services
Lab Availability
Websites
voucher
Communications
Data Center (ULCC01) Internet
Lab Services
Performance Labs
Websites
support

Impact

Major outage
  • Resolved
    May 04, 2022 at 11:33 AM

    This incident will now be closed. Our 3rd party vendor confirmed a repair was made to a fiber connection that was faulty. We await their RCA for the incident.

  • Monitoring
    May 03, 2022 at 11:35 PM

    We have been informed that the Internet circuit is now resolved by our vendor. All services should now be restored however we will keep this incident in a Monitoring status and continue to perform sanity checks on the platform. We sincerely apologise for this extended break in service offering. We will be following up with our vendor for a root cause.

  • Monitoring
    May 03, 2022 at 10:55 PM

    The ULCC Internet circuit has been restored however additional configuration is required to fully restore services. This work is now underway.

  • Identified
    May 03, 2022 at 9:19 PM

    An engineer from our third-party vendor is currently performing repairs within the data centre. An estimated time of 23:00 BST has been provided for this issue to be resolved however we remain reserved

  • Identified
    May 03, 2022 at 3:40 PM

    Our third party vendor is working hard with us to resolve this issue, at this time, Engineers are onsite investigating the issue and building a resolution plan to fix the issue.

  • Identified
    May 03, 2022 at 2:47 PM

    We are still working with our third party provider to find a resolution to this issue. Currently our third party provider believes that they have found out what has been causing the issue.

    Their engineers are doing their best to investigate this issue and find a resolution to it. We apologies for any inconvenience this has caused.

    Next update [03/05/2022 4:45 PM BST]

  • Investigating
    May 03, 2022 at 12:58 PM

    We are currently investigating this incident with our third party vendor. At this time there is no further update.

    Next update [03/05/2022 2:45 PM BST]

  • Investigating
    May 03, 2022 at 12:58 PM

    We are currently investigating this incident with our third party vendor. At this time there is no further update.

    Next update [03/05/2022 3:45 PM BST]

  • Investigating
    May 03, 2022 at 12:18 PM

    Please be a aware that we are still investigating the London site issue. Our Third party vender has confirmed that their engineers are working hard to resolve the issue. At this time there is no further update.

    Next update [03/05/2022 2:00PM BST]

  • Investigating
    May 03, 2022 at 11:29 AM

    At this time we are still investigating the issue. We have not received an update from the Engineers on site regarding their progress. At this moment there is no further update.

    Next update [03/05/2022 1:15 PM BST]

  • Investigating
    May 03, 2022 at 10:41 AM

    Please be a aware that we are still investigating the London site issue. We have not received an update from the Engineers on site regarding their progress. At this moment there is no further update.

    Next update [03/05/2022 12:30 PM BST]

  • Investigating
    May 03, 2022 at 10:02 AM

    Please be a aware that we are still investigating the London outage. Currently Engineers should be arriving on site now to carry out a intensive investigation of the issue.

    Next update will be at [03/05/2022 11:45 AM BST]

  • Identified
    May 03, 2022 at 9:09 AM

    Please be a aware that we are still investigating issue at present. Engineers have been sent to the London datacenter for further investigation. They should be arriving on site for 11 AM.

    Next update [03/05/2021 11:00 AM BST]

  • Investigating
    May 03, 2022 at 8:43 AM

    Please be aware that our Voucher redemption page is now operational, we are working hard to reduce the impact our London Datacenter outage.

    The next update will be sent at [03/05/2021 10:15 AM BST]

  • Investigating
    May 03, 2022 at 8:32 AM

    Please be a aware that we are still investigating a issue that is preventing access to our London Data centers. This incident has also effected our staging websites.

    Additional updates will be sent at [03/05/2021 10:15 AM BST]

  • Identified
    May 02, 2022 at 10:46 PM

    Please be aware that we are currently working with a limited number of labs. We are still investigating issues with the following: Voucher.practice-labs.com Azure labs Persistent labs Performance labs

  • Identified
    May 02, 2022 at 10:34 PM

    We have identified the issue and currently working on a resolution. Users are now able to log in and access the platform. We are now investigating the issue with lab devices not powering on.

  • Investigating
    May 02, 2022 at 6:56 PM

    We are aware of and investigating the issue that is preventing access to the Practice Labs platform via the login page or from a learning management system.

  • Investigating
    May 02, 2022 at 6:02 PM

    Communications - Data Center (ULCC01) Internet cannot be accessed at the moment. This incident was created by an automated monitoring service.