Jane incident
Jane accounts aren't accessible for some customers
Jane experienced a major incident on October 22, 2019 affecting Web App - Canada and Web App - US West, lasting 2h 7m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 22, 2019, 07:23 PM UTC
We're hearing reports that some customers can't access their Jane accounts. The problem looks to be outside of Jane, as the Jane servers are all responding normally. We're continuing to investigate though.
- identified Oct 22, 2019, 07:32 PM UTC
We've identified that our data centre provider is having an issue that is affecting certain customers. The Jane servers are running fine, but certain Internet Service Providers are having trouble finding our servers as a result. Our data centre provider is working hard to resolve it as fast as possible.
- identified Oct 22, 2019, 08:18 PM UTC
Just as an update: our data centre provider is still working on resolving this. As a workaround though, it seems like some mobile networks are still able to reach Jane's servers, so as a temporary solution, you could try to use your cell phone as a hotspot instead of using your normal wifi. *Note* you will want to check your plan first to ensure you have enough data to avoid a surprise cell phone bill--normal data rates will apply.
- monitoring Oct 22, 2019, 09:20 PM UTC
We've been testing things over the past hour, and our data centre provider appears to be handling the routing to the Jane servers properly now. We'll keep an eye on things. **Don't forget to disable your cell phone's hotspot if you were using that functionality.**
- resolved Oct 22, 2019, 09:31 PM UTC
This incident has been resolved.