Is Servers Australia down?

Engineers are investigating a unexpected intermittent service disruption with the support case system within the MySAU portal. Further works are underway to identify the source of the disruption, and updates will be provided as soon as possible.

Engineers have identified a core system component experiencing increased load that has limited capacity. They are working on a fix to resolve the intermittent service disruption affecting customers access to support cases through the MySAU portal. No ETA is currently available for the implementation of the fix. If you require urgent & immediate support, please call our support team on 1300 788 862.

The Support Case system is since back online and working as expected, customers who raised or replied to cases during the period of September 16th 19:00 AEST through to September 17th 06:00 AEST are advised to check that their submissions went through successfully. Any customers that are continuing to experience problems, Support is available 24/7 through 1300 788 862 Option 2.

Engineers are investigating monitoring reports of several services in a rack impacted in the Equinix SY4 datacentre. Further works are underway to identify the source of the disruption and updates will be provided as soon as possible.

A power rail for the rack has been identified as the source of the disruption and we are now working with Equinix to get this resolved as soon as possible.

Equinix Facilities Engineer and Smart Hands have confirmed that the breaker for the rail is re-tripping when reset, and are now working to identify and isolate the failed unit to restore power to the rail.

The fault has been isolated to a single server, which was causing the rack power rail breaker to trip. That server has now been isolated and power has been successfully restored to the remainder of the rack. The affected server has not powered back up following restoration of power. An engineer is now travelling to the Equinix SY4 datacentre with replacement hardware to attend to the server and restore service. Further updates will be provided as work progresses.

The failed server's PSU has been replaced, and returned to service. All affected services in Rack 0402 have been restored.

We are investigating an issue affecting one of our transit interfaces in New Zealand. We have escalated the incident to our upstream provider and are currently awaiting their findings. While all services remain fully operational with no impact to end users, this Point of Presence (POP) is currently running with reduced capacity and redundancy.

Our upstream provider has advised that this is a known issue and are working on restoration efforts.

The upstream provider has restored the affected connection. Services continue to remain stable. We will monitor the situation and provide any updates as available.

This incident has been resolved.

Engineers are currently investigating a link failure between our Sydney POP and the SYD2 facility. There is no service impact at this time due to a second active link forwarding traffic. We are escalating to our vendor for further investigation.

Engineers have been advised that this relates to planned maintenance activity with the circuit expected to be back online within the next few hours.

This incident has been resolved.

We are currently reinvestigating our Sydney firewall cluster after experiencing a recurrence of the configuration limitations observed yesterday. While live customer network traffic continues to flow normally, attempts to modify platform configurations may fail or time out. Engineers are working again with our vendor, and updates will be provided as soon as they become available.

Following an investigation with our vendor, we have determined that the ongoing issues are caused by two software bugs present in our current firewall firmware version. As the vendor's patch for this specific version is not expected until late next month, we have decided to upgrade the cluster to the next major firmware version as a priority. Details regarding this major upgrade window will be published ASAP. In the interim, we will be scheduling an emergency maintenance window for tomorrow morning to temporarily clear the current configuration limitations. A separate notification detailing tomorrow's exact schedule will be sent shortly. As a reminder, live customer network traffic remains fully stable and unaffected.

This incident has been resolved.