{"id":8539,"date":"2021-12-30T18:20:33","date_gmt":"2021-12-30T18:20:33","guid":{"rendered":"https:\/\/teamkinetic.co.uk\/blog\/?p=8539"},"modified":"2021-12-30T19:38:17","modified_gmt":"2021-12-30T19:38:17","slug":"network-outage-thursday-30th-december-2021","status":"publish","type":"post","link":"https:\/\/teamkinetic.co.uk\/blog\/2021\/12\/network-outage-thursday-30th-december-2021\/","title":{"rendered":"Network Outage Thursday 30th December 2021"},"content":{"rendered":"\n<p><strong>Duration &#8211; 4 Hours<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Our sincere apologies for the length of the outage reported today, we always strive to give our customers the best possible service and we failed today to identify and resolve the issue quickly enough.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">What Happened?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">From approximately 08:30 on Thursday 30th December our services started reporting connectivity issues. These increased in severity until at approx 09:15 it was not possible to connect to any of our services. At this point our main network connections were reporting a network cable unplugged error.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The issue was restricted to wider network access and at no time was data loss an issue, the services continued to run successfully and data integrity was retained.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Full service was restored at approximately 13:30.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Why Did This Happen?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A network switch was reporting spikes in packets sent by our services and eventually hit the maximum threshold for packet traffic within 30 minutes. This activated the StormGuard feature of the network which helps to prevent malicious traffic taking over the network by isolating the offending section of the network.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">No corresponding increase in traffic was reported and general network traffic generated by our services was within normal limits.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The switch was reset but would repeatedly trigger StormGuard and block access to our services.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">What Did We Do?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Initially we requested that all cabling was checked, and this was found to be in place and seemingly active. We then checked our network drivers and reset all connections. It was suspected at this point that there may be a hardware failure of our own network cards and so a new server with new network cards was provisioned in case we needed to move data if we could not restore connections.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Whilst the new server was provisioned we started to audit connection points further up the network chain,\u00a0 that are out of our direct control, with our provider. Eventually a network switch was identified as blocking traffic from our servers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Once the switch was identified as the cause of the outage, but no corresponding issue was found on the servers we requested that the network switch was switched to its redundant backup partner.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The switch is a deep level switch shared by other independent services and so the switch to the redundant partner takes time to effect.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Once the partner switch was brought online and the block removed all services were restored and all data fully available.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">What Are We Still Doing?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">We are monitoring network traffic between our servers and the switch and have instigated an audit of the server logs and access to rule out any possibility of malicious programs or access.<\/span><\/p>\n<p>\u00a0<\/p>\n<h2><span style=\"font-weight: 400;\">What Could Have Prevented This Issue and What Now?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">We did not identify the ultimate cause quickly enough. The server interface does not include any indication of this block that is applied further upstream. Our service provider has already prepared some guidance on how to identify this issue in the future and is looking at ways to include StormGuard notifications in the user interface.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This issue was not caused by a bug or misconfiguration but a hardware failure.\u00a0 We could not have prevented the hardware failure, they will happen eventually, but as we were not aware of the potentially blocking actions of StormGuard it took us longer than necessary to restore access.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We will be updating our disaster recovery procedure to include making checks on upstream switches and other network hardware in the case that there appears to be network hardware issues with our servers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We have had very few outages in our history. This is the first major outage that affected all customers and was persistent for more than a few minutes. Our last unexpected downtime was reported on March 20th 2021 and lasted for less than 3 minutes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can view our current and historical status report at https:\/\/teamkinetic.statuspage.io\/<\/span><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"172\" src=\"https:\/\/teamkinetic.co.uk\/blog\/wp-content\/uploads\/2021\/12\/image-8-1024x172.png\" alt=\"\" class=\"wp-image-8540\" srcset=\"https:\/\/teamkinetic.co.uk\/blog\/wp-content\/uploads\/2021\/12\/image-8-1024x172.png 1024w, https:\/\/teamkinetic.co.uk\/blog\/wp-content\/uploads\/2021\/12\/image-8-300x50.png 300w, https:\/\/teamkinetic.co.uk\/blog\/wp-content\/uploads\/2021\/12\/image-8-768x129.png 768w, https:\/\/teamkinetic.co.uk\/blog\/wp-content\/uploads\/2021\/12\/image-8-900x151.png 900w, https:\/\/teamkinetic.co.uk\/blog\/wp-content\/uploads\/2021\/12\/image-8-1280x215.png 1280w, https:\/\/teamkinetic.co.uk\/blog\/wp-content\/uploads\/2021\/12\/image-8.png 1297w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[5],"tags":[],"class_list":["post-8539","post","type-post","status-publish","format-standard","hentry","category-technical-updates"],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.10 - 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Web servers and other public servers are always under attack. Our systems deflect and mitigate thousands of unauthorised attempts to gain access every day, both direct login attempts and denial of service attacks where volumes of junk traffic are thrown at servers. It is impossible to both have\u2026","rel":"","context":"In &quot;Security and GDPR&quot;","block_context":{"text":"Security and GDPR","link":"https:\/\/teamkinetic.co.uk\/blog\/category\/securitygdpr\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":4575,"url":"https:\/\/teamkinetic.co.uk\/blog\/2019\/10\/contingency-and-continuity-planning\/","url_meta":{"origin":8539,"position":1},"title":"Contingency and Continuity Planning","author":"Rolf Herbert","date":"17th October 2019","format":false,"excerpt":"Contingency and continuity planning policy \u00a0 Identified Potential Risks The following identified risks will trigger a potential contingency event, each event is independently risk assessed and will be managed in accordance with this policy. 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If you join the Tempo Time\u2026","rel":"","context":"In &quot;News &amp; Views&quot;","block_context":{"text":"News &amp; Views","link":"https:\/\/teamkinetic.co.uk\/blog\/category\/news-views\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/teamkinetic.co.uk\/blog\/wp-content\/uploads\/2023\/10\/Update-Release.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/teamkinetic.co.uk\/blog\/wp-content\/uploads\/2023\/10\/Update-Release.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/teamkinetic.co.uk\/blog\/wp-content\/uploads\/2023\/10\/Update-Release.png?resize=700%2C400&ssl=1 2x, https:\/\/i0.wp.com\/teamkinetic.co.uk\/blog\/wp-content\/uploads\/2023\/10\/Update-Release.png?resize=1050%2C600&ssl=1 3x, https:\/\/i0.wp.com\/teamkinetic.co.uk\/blog\/wp-content\/uploads\/2023\/10\/Update-Release.png?resize=1400%2C800&ssl=1 4x"},"classes":[]},{"id":8967,"url":"https:\/\/teamkinetic.co.uk\/blog\/2022\/04\/the-launch-of-kindocoin-sbri-project-and-teamkinetics-involvement\/","url_meta":{"origin":8539,"position":5},"title":"The launch of Kindocoin SBRI project and TeamKinetic&#8217;s involvement.","author":"Alex Evans","date":"14th April 2022","format":false,"excerpt":"The Kindocoin SBRI project is officially launching Phase 2. 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