Lyons Communications incident
Calix firmware upgrade set for 3:00 PM
Lyons Communications experienced a notice incident on June 12, 2024 affecting Fixed Wireless Access Internet and Cable Broadband Internet and 1 more component, lasting 16h 26m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring Jun 12, 2024, 12:19 AM UTC
It was brought to our attention that some of our customers have been experiencing intermittent service interruptions. After further investigation, we determined that an automated task to check and upgrade the firmware on our managed Wifi routers was inadvertently set to run at 3:00 PM today instead of 3:00 AM tonight. This automated task was corrected to run overnight during our normal maintenance window from 2:00 AM to 5:00 AM. We apologize for this mistake and any inconvenience it may have caused. We will continue to monitor through the evening.
- monitoring Jun 12, 2024, 12:41 AM UTC
If you are experiencing any issues with your service and have our managed Wifi router. Please power cycle it by unplugging the power to it for 1 minute and plugging power back in. This should resolve the issue. If you continue to experience any issues, please email us at [email protected].
- monitoring Jun 12, 2024, 05:00 AM UTC
There are still a small number of accounts that are experiencing service interruption due to a firmware version mismatch. Tonight, beginning at 12:00 AM, we will be executing a series of upgrade tasks to bring all equipment to the recommended firmware revision. Once this is complete, we will inventory the remaining equipment and reach out to individual accounts to resolve any remaining issues as quickly as possible.
- monitoring Jun 12, 2024, 12:48 PM UTC
Good morning. Overnight the upgrades were successful for the majority of the Wifi routers however there are still some that will require further manual intervention. If you are one of these unlucky few, please follow this procedure to restore service. Please note what the status LED is doing. If it is green, your router should be operational. If it is blinking amber (yellow) the router is attempting to boot. Please follow these steps to power cycle the router. Power Cycle the Wifi router. 1. Please remove the power cable from the rear of the router. This is the thin black cable at the very bottom. 2. Wait 2 minutes 3. Plug the power cable back in and wait up to 30 mins. 4. Observe the status LED. Once the LED stays solid green for 10 mins, your router should be operational. If the LED continues to blink amber or red, please email us at [email protected] or call us at 303.823.2313 and we will further assist you.
- resolved Jun 12, 2024, 04:45 PM UTC
After additional troubleshooting, we have identified the fix for this issue. It does require manual intervention to factory reset the router. After which, service should return to normal. Please follow these steps to factory reset your router. Please only do this if you are experiencing intermittent outages. You will need a paper clip or ballpoint pen to access the reset button. Factory reset: 1. While the router is powered on, press and hold the reset button for 30 seconds located on the rear towards the top of the Wifi router. It is labeled "reset" and the hole is colored red. You should feel the reset button depressed. Please hold the reset for 30 seconds until the status LED blinks red. 2. Once the red LED begins to blink, release the reset button. 3. The router will begin going through its upgrade and configuration process. This can take up to 30 minutes to complete. Please be patient while this is ongoing. Power cycling the router could damage it. The status LED will blink amber and go off a few times while the upgrade and configuration are completed. 4. Once the upgrade process is completed, the status LED should be solid green. If you require further assistance, please give us a call and we can schedule a tech to assist you through this process.