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Partial Outage - 6/7 October 2019 [RESOLVED]

Last Updated: Mon Oct 7 04:50 2019 UTC

Latest Update:

Mon Oct 7 04:50 2019 UTC:

We're pleased to report that customers with MIDAS systems in "Read only" (maintenance mode) again now have full access restored to their systems.

We have investigated the data integrity issue, and whilst we believe the impact is negligible we would advise cloud-hosted customers who purchased MIDAS prior to 2016 and who may have made changes in their MIDAS system (i.e. adding/deleting bookings, etc) over the weekend to review double-check the changes/additions they made are present.

If you added bookings over the weekend which are now no longer visible, it is safe to re-add them again.

Once again, we'd like to take this opportunity to sincerely apologize for any inconvenience caused, but trust that you'll appreciate our diligence and commitment through the night to get all our affected customers back up and running again.

Should you have any questions or concerns, please don't hesitate to contact our support team and we'd be happy to assist.

Previous Updates:

Mon Oct 7 04:40 2019 UTC:

Further to the previous update, we became aware once the node came back online that some data from the past day or so may have been missing. As a precaution, we took the decision to temporarily place affected client's MIDAS systems in a "read only" state whilst we investigated this issue further. We envisage this will take approx 1 hour to complete, during which you may be logged out of your MIDAS system. Once this process is complete, we'll remove the temporary read-only restriction on your MIDAS system. We apologize for the inconvenience and thank you for your continued patience as we work to fully resolve this issue.

Mon Oct 7 03:55 2019 UTC:

We've temporarily placed affected client's MIDAS systems in a "read only" maintenance mode whilst we investigate a potential data integrity issue. We'll disable this read-only mode as soon as possible and we'll update this page accordingly.

Mon Oct 7 01:30 2019 UTC:

We are satisfied that the affected node is now fully operational and affected customers should once again be able to access their hosted MIDAS systems.

We'd also like to take this opportunity to once again apologize for this partial outage which affected a small number of customers for the past several hours and to thank you for your patience during this period.

We will now engage with our hosting provider to understand the reasons for the unacceptable length of time it took them to repair this node, and what steps could be taken to minimize any potential downtime in the event that a similar hardware failure were to occur in the future.

Should you have any questions or concerns, please don't hesitate to contact our support team and we'd be happy to assist.

Mon Oct 7 01:13 2019 UTC:

We believe that the affected node is now fully back online and operational. We're currently performing our our checks to verify, and will provide a further update shortly...

Mon Oct 7 01:11 2019 UTC:

We're now starting to see connectivity being restored to the affected node. Further updates to follow...

Mon Oct 7 00:23 2019 UTC:

Our hosting provider assure us that "senior level staff are working as quickly as possible to bring services back online". We will provide further updates to you just as soon as we have them.

Sun Oct 6 23:00 2019 UTC:

We have asked our hosting provider to provide us with an update, and we'll share their response here once it has been received. Again, we do appreciate your ongoing patience in working to resolve this hardware issue, and we again apologize to the small number of our customers who have been impacted by this over the past several hours.

Sun Oct 6 18:30 2019 UTC:

By way of a small update, our hosting provider informs us that the file system is still undergoing its data integrity check, which is both a time and a resource intensive process. As soon as the process completes all affected systems will return to an online state. We appreciate your patience and will post further updates as we have them...

Sun Oct 6 18:10 2019 UTC:

Our hosting provider informs us that one of their server nodes had crashed, and consequently it's file system integrity is currently being checked before bringing it back on line. Whilst an ETA on this process was not able to be given at this stage, once the file system check if complete, access should be fully restored for all affected customers. Please accept our apologies for the inconvenience caused, and we'll post further updates here as we have them. In the meantime, our client backup servers are functioning normally, and customers with our Emergency Access addon can still access a copy of their MIDAS system.

Sun Oct 6 17:00 2019 UTC:

We are currently investigating a network connectivity issue which may be affecting a limited number of our cloud-hosted customers. Further updates to follow...

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