Support Information Page

Information about the current SAN issue. 

Tuesday, 25th of October 17:00 CET
All further updates will be posted on https://support.cloudmore.com

Tuesday, 25th of October 15:00 CET
Work continues on restoring the Compellent SAN, and we have so far successfully resolved one out of three known issues, with good progress being made on the other two. Our engineers are supported by a large, 24-hour team of experts from Dell who are doing hands-on work to get the SAN back to normal state as quickly as possible.
The resolution process includes moving further volumes and this work continues and might require us to shut down specific servers during the move. Affected customers will be notified accordingly. Please note that we will do everything technically possible to keep the impact to a minimal level.

So far today, the Exchange has been operating normally, but we will continue to monitor server load closely.

Tuesday, 25th of October 07:45 CET
Dell, supported by our engineers, have continued working throughout the night with restoring the Compellent SAN.
As part of the process Dell has asked us to move around further volumes and the work with this is ongoing. This work might require us to shut down specific vCloud servers during the move, and we will notify affected customers.
Please note that we will do everything technically possible to keep the impact to a minimal level.

As the number of users on Exchange increase over the morning hours, we will closely be monitoring server load to try to maintain the highest possible availability.

Monday, 24th of October 18:50 CET
Since the work to increase the Exchange front-end performance was completed earlier this afternoon we have seen a significant improvement in the performance of the Exchange platform. We have also completed the work to restore the last few vCloud servers.
Please email [email protected]  if you are experiencing any issues with Exchange or vCloud.
Our engineers will, together with Dell, continue the work to return our Compellent SAN to a fully operational status.
Next update on this page will be tomorrow (25th) morning unless we have something significant to report.

Monday, 24th of October 16:00 CET
The work relating to reducing front-end server load is now concluded and the front-end servers now shows significantly improved performance in regards to processing connections. Users should see an improvement when using all devices.

Monday, 24th of October 15:30 CET
Work continues with focused efforts upon restoring a small number of remaining vCloud servers and improving Exchange performance. In parallel, Dell and our engineers are continuing the work to bring the Compellent SAN back to a full, operational state.
As soon as the Compellent SAN is fully functional, we will start to transition back the workloads from the secondary SANs, which again is an intensive and potentially long process.
We are currently running Exchange on our secondary SANs, which are not designed to take the full operational load and hence we are making various changes to maximize performance.

Some Exchange users are experiencing login problems due to front end server load. We have looked into this issue, and our engineers have identified a way to increase performance. Unfortunately, the work will disconnect some users who may need to re-login to the Exchange service which will happen automatically in many cases.

Monday, 24th of October 15:10 CET
Work is ongoing to improve front end service performance and we are expecting this to be completed in around an hour. There may be a short interuption in connections when we implement this fix but we will post a notificaiton of this nefore the work is carried out.

Monday, 24th of October 13:30 CET
Some users are still experiencing problems connecting to the Exchange service. This is due to high load on the front end servers. Our engineers are looking at this now.

Monday, 24th of October 12:10 CET
The work to add the additional front-end server resources has been completed and all Exchange databases are online. There are some mail queues outside the normal range but the platform is processing these and we expect them to drop over the afternoon. You should be able to access mailboxes through all methods although we are still recommend OWA and mobile while the mail queues are being processed.  

Monday, 24th of October 10:45 CET
Exchange engineers are adding additional server resources to deal with the backlog load. This will improve general performance and access issues. We expect this work to be complete in 60 to 90 minutes

Monday, 24th of October 10:05 CET
Our support desk is under considerable pressure at the moment so we would ask you to email [email protected] rather than phone. We are aware that access to the Exchange mailboxes is unreliable at the moment using Outlook, OWA and Mobile. Inbound emails will be queued at the perimeter. 

Monday, 24th of October 09:15 CET
Due to the volumes of reconnections some users are unable to access their mailboxes or experiencing reduced performance. Our recommendation is to use Outlook Web Access (OWA) at mail.cloudmore.com or your mobile device that use less resources to access the mailbox. Please keep checking here for regular updates.

Monday, 24th of October 07:35 CET
Our dedicated engineers have been working through the night to stabilize the platform together with a large team from Dell. All Exchange databases are online. Access to the control panel has been de-restricted. There is a small number of vCloud instances that are still not online and we are working to bring them online as quickly as possible. It is still possible there may be some reduced performance or availability across the services due to storage performance constraints.

Sunday, 23rd of October 22:05 CET
Engineers have advised that all Exchange Databases are now online. It may take some more time for the Exchange return to normal operation. Emails that were unable to reach the Exchange server are usually queued at the perimeter until such a time that they can be delivered.

Sunday, 23rd of October 19:30 CET
Our engineers continue to work, in conjunction with Dell, to ensure that all remaining services are restored as soon as possible.  The process of relocating some of the services and replacing the affected storage hardware does take time to ensure data integrity. We are going as fast safely possible and expect this process to continue into this evening. Please check here for further updates  

Sunday, 23rd of October 15:40 CET
Work continues to normalize service delivery for Exchange and vCloud. There are some restrictions of access to the Control Panel while this work continues. Please check back for updates

Sunday, 23rd of October 13:20 CET
While we are pleased to report that most mailboxes are now back online, we are still performing maintenance on two mailbox databases and some of the other services. Some vCloud users will have limited or intermittent access to servers and/or data while this process continues. We apologize for any inconvenience caused and would like to reassure you that our engineers, along with external hardware technicians, have been working continuously to all restore all services to normal operation and performance as soon as possible. Please check back for regular updates.

Sunday, 23rd of October 12:30 CET
The processes to secure SAN performance and stability are still in progress.
We are also performing maintenance on each service to restore full performance and availability.
During this time, customers and users may still experience problems with vCLoud and Exchange.

Sunday, 23rd of October 10:20 CET
The processes to secure SAN performance and stability are still in progress.
We are also performing maintenance on each service to restore full performance and availability.
During this time, customers and users may still experience problems with vCLoud and Exchange.

Sunday, 23rd of October 07:30 CET
Resolution work has continued through the night and we are now running processes to secure SAN performance and stability to reveal any further problems.
We are also performing maintenance on each service to restore full performance and availability.
During this time, customers and users may still experience problems with vCLoud and Exchange.

Saturday, 22nd of October 22:15 CET
We are now implementing a number of fixes to correct the faults identified, and the work will continue throughout the night. The work may affect SAN performance and as a consequence impact service delivery. We are continuously monitoring the services to maintain the highest availability possible.
Whilst service delivery is improving, vCLoud and Exchange may still experience problems.

Saturday, 22nd of October 20:15 CET
We are making progress and a few more vCloud servers are now up and running. We still experiencing some issues with Exchange for some users. We continue our effort together with our vendors to bring everything back to stable.

Saturday, 22nd of October 19:00 CET
The vendor is still working on correcting the faults identified earlier.
During this work the SAN performance will be downgraded and this will impact service delivery. We continuously monitor the services to try to maintain the highest availability as possible over the process.
The services currently experiencing problems are vCloud and Exchange.

Saturday, 22nd of October 17:45 CET
The process to secure SAN performance and stability has revealed faults that are now being corrected by the vendor.
During this work the SAN performance will be downgraded and this will impact service delivery. We continuously monitor the services to try to maintain the highest availability as possible over the process.
The services currently experiencing problems are vCloud and Exchange.

Saturday, 22nd of October 16:45 CET
Technicians are still working with the issue. vCloud is still having problems and also some mailbox users may experience problems occationally.

Saturday, 22nd of October 15:05 CET
The process to secure SAN performance and stability is running, but intermittently affects services due to the performance degradation.
We monitor the SAN carefully throughout the process to minimize the impact.

Saturday, 22nd of October 14:10 CET
We are still working on bringing all vCloud servers online. We also experiencing occasional connections problems to Exchange. All our technicans are working together with our vendors to bring everything back to stable as soon as possible.

Saturday, 22nd of October 13:25 CET
All Exchange mailboxes should be up now. We still working with vCloud servers.

Saturday, 22nd of October 12:55 CET
Most of the services are restored now. Still some mailboxes and vCloud servers are not up yet and we are working on it. More information will come.

Saturday, 22nd of October 11:50 CET
Service delivery is being restored with some mailboxes and vCLoud hosts remaining.
The process to secure SAN performance and stability is running.
We will monitor the SAN carefully throughout the process.

Saturday, 22nd of October 11:05 CET
The storage network is now online and services are being restored.
The vendor engineers have initiated a process to secure SAN performance and stability which will run over many hours under which the SAN performance may be degraded.
We will monitor the SAN carefully throughout the process.

Saturday, 22nd of October 10:35 CET
Our engineers are still working together with the vendor to solve the problem. Updates will follow.

Saturday, 22nd of October 09:45 CET
The outage is related to a problem with one of our storage networks and we are continuing the work with our supplier. Updates will follow.

Saturday, 22nd of October 09:24 CET
We are currently experiencing issues in our primary data center intermittently affecting vCloud, Exchange and Sharepoint.
Our engineers are working with our suppliers to get the systems online as quickly as possible and we will provide continuous updates.