[RESOLVED]- SaaS- EU (Paris) outage on 2018/06/06 - #20180606A

[RESOLVED]- SaaS- EU (Paris) outage on 2018/06/06 - #20180606A


Since Wednesday, June 6, 2018 - 5:38 PM (CEST) some network problems are detected on site A.
Actility technical teams are working on this issue 

Incident information and Service impact


  • Incident Start Date and Time: Sunday, June 6th at 05:38 PM (CEST).
  • Service Restoration Date and Time: June 6th at 05:45 PM (CEST) for the Network Server (LRC). 07:45 PM (CEST): DX Service is back online.
  • Service(s) Impact Duration: 7 minutes for the Network server.
  • Severely Impacted Services: Missing Uplinks/Downlinks packets if gateways not connected to LRC site B, DXAPI
  • Low Impacted Services: Some packets may be impacted when routed from LRC site A to site B
  • Non-Impacted Services: Access to GUI

Timeline (June 6th, CEST)


The status is updated on real-time on the status page.
  • [05:38 PM]: An issue is detected by the probe : CHECK_NRPE: Socket timeout after 10 seconds.
  • [05:42 PM]: Actility technical team acknowledged the alarm and started investigating the issue
  • [05:50 PM]: Our SaaS provider is investigating this issue on his side.
  • [07:45 PM]: Site A is back online, the traffic switch back to site A
  • [08:20 PM]: Sanity checks are OK

Root Cause Analysis


The incident was due to an infrastructure issue. The root cause analysis is ongoing and would be provided by our supplier on June 7th.


Actility Support