Kualo experienced a minor incident on June 19, 2026 affecting Mercutio, lasting 3h 16m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 19, 2026, 08:21 AM UTC
We are currently experiencing connectivity issues affecting the Mercutio server. Our engineers are actively investigating the cause of the issue and working to restore normal service as quickly as possible. We will provide further updates as soon as more information becomes available. We apologize for any inconvenience this may cause and appreciate your patience.
- identified Jun 19, 2026, 08:54 AM UTC
Our investigation has identified this as a hardware-level issue on the physical node hosting the Mercutio server. Our engineers are working directly with our data centre to resolve it, and remediation is actively underway. In parallel, we are preparing contingency measures so that we can restore service promptly should the hardware fault require it. We’re treating this with the highest priority and will provide a further update shortly. We apologise again for the disruption and thank you for your continued patience.
- identified Jun 19, 2026, 09:23 AM UTC
We have confirmed that the disruption affecting the Mercutio server is due to a hardware fault on the underlying physical node, which has not been recoverable in place. We are now migrating the server onto standby hardware that we keep on hand for exactly this kind of event. This is a hands-on hardware operation. The storage from the affected node is being transferred across to healthy hardware, with all data and configuration preserved intact. It will take a little time to complete, but it is actively in progress and is our priority. Thank you for your patience while we work to restore full service.
- identified Jun 19, 2026, 10:18 AM UTC
Our engineers are still in the process of handling the hardware replacement, and will provide further updates as this progresses. This is being worked on as our top priority, and we appreciate your patience as we work to resolve this outage.
- identified Jun 19, 2026, 11:21 AM UTC
Restoration of the affected server onto replacement hardware is now nearing completion. We are bringing the service back online and verifying it is fully operational and stable before we confirm the incident resolved. We expect to confirm full restoration shortly and will post a further update the moment we have verified the service is stable. We appreciate your patience while we complete this safely.
- monitoring Jun 19, 2026, 11:22 AM UTC
The server has been restored onto replacement hardware and we have verified that services are fully operational and stable. This was caused by an unexpected hardware fault on the underlying physical server. Faults of this nature are uncommon, and recovery involved bringing replacement hardware online, validating it, and carefully migrating data across. We are continuing to monitor and are sorry for the disruption and the time it took to resolve safely, and we thank you for your patience. If you notice anything not working as expected, please open a ticket and we’ll be glad to help.
- resolved Jun 19, 2026, 11:38 AM UTC
All services are operational and the incident is now considered resolved. Please open a support ticket should you have any ongoing issues so we may review.