Syncplicity incident

Syncplicity DNS provider failure

Notice Resolved View vendor source →

Syncplicity experienced a notice incident on April 27, 2020 affecting US Desktop Clients Service and Syncplicity Customer Support Portal and 1 more component, lasting 4h 32m. The incident has been resolved; the full update timeline is below.

Started
Apr 27, 2020, 04:27 AM UTC
Resolved
Apr 27, 2020, 09:00 AM UTC
Duration
4h 32m
Detected by Pingoru
Apr 27, 2020, 04:27 AM UTC

Affected components

US Desktop Clients ServiceSyncplicity Customer Support PortalEU Desktop Clients ServiceUS MySite Web ContentSyncplicity Provisioning Service APIEU MySite Web ContentUS Cloud File StorageEU Cloud File StorageGOV Cloud File StorageGOL

Update timeline

  1. investigating Apr 27, 2020, 08:00 AM UTC

    A problem was identified due to a DNS provider failure. This affects desktop application clients and MySite users who sometimes cannot connect to the service due to DNS name resolution.

  2. identified Apr 27, 2020, 08:01 AM UTC

    The issue has been identified and a fix is being implemented.

  3. monitoring Apr 27, 2020, 08:04 AM UTC

    DNS has been reconfigured to work around the problem, but it can take a few hours for the change to propagate.

  4. resolved Apr 27, 2020, 06:00 PM UTC

    This incident has been resolved.

  5. postmortem Apr 28, 2020, 04:45 PM UTC

    The issue identified to be triggered by a DNSSEC malfunction. The impact was found to affect desktop application clients and MySite users who were not able to resolve Syncplicity service DNS names. The incident was resolved by implementing a workaround. Monitoring team has been involved for further analysis and corrective actions to prevent a recurrence of this problem.