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A
AjaSteelyDan
Participant
June 25, 2013
Answered

Server problem? Cannot access our rooms in the UK

  • June 25, 2013
  • 1 reply
  • 722 views

We cannot access any of our Adobe Connect rooms in the UK.  We just get a hanging blue bar saying 'connecting' regardless of location, browser, pc etc etc.  Not even via iPad can we access them.  This since at least 0850am UK time.

Also we cannot access recorded sessions, but we can get into our general Adobe Connect dashboard. 

Cannot access any uploaded content in our Shared content . Once you click on the URL for it, it freezes / or shows no connection.

Can anyone help?  Trying to contact Adobe Connect Support is a hideous job.

Matt

PS: It's interesting because I am currently writing a presentation I am doing for the Virtual Learning Show on Thursday, which is being run by the UK Learning & Performance Institute.  I wonder what I will end up talking about....

This topic has been closed for replies.
Correct answer Ashwani Gupta

The server issue has been identified and fixed. The system is stable now. Let us know if you experience any issue.

We apologize for the inconvenience.

Thanks,

Ashwani

Adobe Connect Support Team

1 reply

A
Adobe Employee
Ashwani GuptaCorrect answer
Adobe Employee
June 25, 2013

The server issue has been identified and fixed. The system is stable now. Let us know if you experience any issue.

We apologize for the inconvenience.

Thanks,

Ashwani

Adobe Connect Support Team

A
Adobe Employee
Ashwani Gupta
Adobe Employee
June 27, 2013

Environment(s) Affected : EMEA

Affected Customers: EMEA Hosted Customers

INCIDENT DESCRIPTION

Between Tuesday 24-Jun 2013 15:59 PM GMT and Wednesday 25-Jun 2013 12:06 PM GMT the datacenter in which your account is hosted experienced storage issues that caused content to become inaccessible, failures to start meetings, etc. As of 25-Jun 2013 12:06 PM GMT the situation was resolved and services returned to normal operations.

INCIDENT REMEDIATION

An issue with our Network-Attached Stored (NAS) service provider, which contains all content had a failure. A ticket was opened with the vendor and a patch was identified to rectify the issue with the service. The patch has been applied on the NAS service and Connect services have been restored. To prevent this from happening again we have created and deployed monitors to identify if this risk occurs again. If it does we have a process to fail over to our back-up system and prevent an interruption of service.

STATUS PAGE

We failed to provide updates on our status page for this outage. We have made sure that in the event that we have an unforeseen outage in the future we will update our status page. We are investing in a new status page that will provide much more information, which is scheduled to be release later this year. Please accept our apologies if this incident affected your ability to use Adobe Connect. We strive to provide a highly available service that you can rely on, and are making changes to ensure that even a

future outage of this magnitude will not affect your ability to access or use your account. Please contact us if you have any further questions or need additional clarification.

Best regards,

The Adobe Connect

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