Servers Australia Outage History

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.

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.

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

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

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.

Following diagnostic review with our vendor, we will be conducting emergency maintenance to trigger a cluster failover and reboot of the primary unit. Please note that configuration changes may fail or experience intermittent errors until the reboot is completed. A dedicated status notification with scheduling details will be sent shortly.

Engineers are aware of another incident causing disruption to one of our fibre paths between Sydney and Brisbane. No impact is expected as a result of this incident, though it should be noted that capacity between regions will be reduced. The incident occurred at approximately 06:37:08 AEST. No ETR has been provided.

The fibre provider has dispatched a technician to the suspected location of the fault and will provide updates as available. The current ETA is 20:00 AEST and no ETR has been provided until the situation has been assessed.

Upstream fibre ops team on site and has identified cable damaged during civil works. Assessment of the situation is continuing and no current ETR is available. We will provide our next update by 10 AM AEST.

Upstream provider has advised that there are two breaks that need rejoining and some intermediate cable to be laid before services can be restored. The current ETR is 13:00 AEST, and we will provide updates as available.

An issue has been identified with a colocation switch in the Equinix BR1 facility, specifically rack BR1:02:040110:0511 which is affecting connectivity to services within this rack. On-site technicians are working on restoring service to this rack, and we will provide updates as available.

There appears to be some packet loss to destinations routed via Hetzner cloud in Frankfurt (this includes Hetzner US). Engineers are investigating.

Technicians have identified an issue with a power supply in this rack which caused circuit breaker trip. The problem server(s) have been disconnected and power has been restored to the rack, and services in this rack should now be coming back online. We will monitor the situation and provide an update once we have confirmed everything is stable.

Network engineers are aware of a network issue affecting a single top-of-rack switch in the Equinix SY4 data centre, which is impacting some dedicated servers. We are arranging onsite hands to assist further. No restoration time is available at this stage. We will provide further updates as soon as possible.

The technician is onsite with replacement hardware. We expect an update within the next 10 minutes.

The vendor has identified a possible firmware issue. The Fortinet team is currently working with us to implement a workaround while the root cause is investigated further.

To implement the workaround on the Primary Device, we need to failover workloads to the redundant side of this Firewall Cluster. This process should not impact workloads further, but we are issuing a cautionary advisory that there may be a brief disruption when this happens. Once the workaround is put in place, the cluster will be restored to full synchronous HA configuration

Firewall switchover has occurred, and the former standby unit is now the primary. Engineers will perform some further diagnostics and then reboot the standby unit to clear the error condition. Further updates will be provided as available.

There was a brief power disruption affecting rack F13 in the SYD2 data centre. Services are currently being restored and are coming back online following the interruption. If you have any services that remain impacted or require assistance, please raise a case via the MySAU.com.au portal and our Support Team will be happy to assist.

We have been alerted to a fault affecting one of our upstream transit connections in the Equinix PE2 data centre. The issue has been escalated to the upstream provider for further investigation. No services are currently impacted, as traffic has successfully failed over to our secondary transit provider. Network redundancy is currently reduced while this issue is being investigated.

Our upstream provider has confirmed that this is related to an unscheduled outage on their end and are currently investigating. Further updates will be provided as we hear from them.

Our session with this provider is still continuing to flap. We've reached out to them again advising this and are awaiting a response.

Our upstream provider has advised that the root cause of the service outage has been identified and a replacement unit is being prepared to resolve the issue. They expect service restoration by 10.00 AM AEDT 12/01/2026, though this timeframe remains subject to change. We will provide further updates when possible.