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Current Outage in our Strasbourg Data Center

27.03.2024 UPDATE:

As you know, power has been successfully restored throughout our data center. However, we must emphasize that there is still substantial work ahead to ensure all systems are fully operational.

The power outage has necessitated additional work, adjustments, and configurations across various systems. This includes critical components like the Power Panel, which requires thorough attention from our teams.

While our dedicated teams are working tirelessly around the clock, we want to be transparent about the uncertainty surrounding the exact timeline for the Power Panel's availability. Rest assured, progress is being made, and we'll continue to provide updates as we move forward.

We kindly request your patience and understanding during this process. Every server is being meticulously inspected and attended to, addressing any issues that may hinder normal operations post-power restoration.

Thank you for your cooperation and continued support.


26.03.2024 UPDATE 3:

We're pleased to inform you that power has been restored, and all internal systems as well as customer servers are now powered on. However, the process is more complex than it may seem. Our internal systems require significant adjustments to ensure they are fully functional and accessible to customers.

Our teams are working tirelessly to address these issues, and the work will continue through the night. We understand the importance of getting everything back to normal as quickly as possible and appreciate your patience during this time.

We'll provide further updates as progress is made. Thank you for your understanding.


26.03.2024 UPDATE 2:

We're pleased to announce that the power activation process has commenced as scheduled. Currently, our team is focused on bringing up internal systems followed by client machines. This is being done in phases, with each room or rack being powered up and thoroughly tested before proceeding.

We want to emphasize that this process will take some time to ensure everything is brought back online safely and efficiently. We appreciate your patience and understanding during this period. Rest assured, we will provide another update once the entire process is complete.


26.03.2024 UPDATE:

Per our data center provider, the power activation process is set to commence within the next several hours and is expected to span a few hours after that.

Please note that, due to safety regulations, our staff is not permitted to be present in the data center during this time.

Rest assured, we will keep you informed once this process is underway.


25.03.2024 UPDATE 2:

According to our data center operator, preparations for restoring power are progressing as scheduled, and the affected rooms are expected to be energized on Tuesday during the day.

This process will take some time. We will provide another update once they start powering on the affected rooms tomorrow.


25.03.2024 UPDATE:

The materials required for power restoration have been delivered to the data center facility in Strasbourg. Technicians are currently in full swing, installing the cables and essential accessories.

As planned, if all goes well, we expect power to be fully restored by tomorrow. Rest assured, we'll keep you informed of any further progress.

We sincerely appreciate your ongoing patience and understanding during this time.


24.03.2024 UPDATE 2:

We've received confirmation from our data center provider that materials for power restoration are being loaded and will be en route. We'll confirm their arrival and begin work on Monday morning, local time.

Thank you for your patience and understanding.


24.03.2024 UPDATE:

We want to provide you with the latest update regarding the ongoing restoration efforts following the recent outage at the data center in Strasbourg.

Our teams have been tirelessly working around the clock, 24/7, to bring back the systems online. We are pleased to inform you that there have been notable improvements in the DNS situation.

However, we must also inform you that the external company tasked with removing the damaged batteries found that power cables were destroyed due to the burn in the Battery room. These power cables connect to the DC room where your server is located.

To address this setback, we have engaged a company to bring new power cables. The weight is 19 tons, and they will need to be transported by truck. Unfortunately, due to mobility restrictions and the inability for special vehicle types to move on the roads during Sundays, we are forced to wait until Monday morning at 8 am for their arrival.

Regrettably, this means that we do not expect power to be fully restored before Tuesday morning. We sincerely apologize for any inconvenience this delay may cause and assure you that we are doing everything possible to expedite the process.

Please be assured that we will continue to provide updates as soon as new information becomes available.


UPDATE 23.03.2024:

We want to keep you informed that restoration efforts are still ongoing. Our dedicated teams are tirelessly working around the clock to bring the infrastructure back online.

The damage to the electricity grid is being addressed by an external company, and necessary replacements are currently underway.

While our DNS may still be experiencing some intermittent issues, rest assured that we have implemented measures to alleviate these issues, and we anticipate gradual improvements.

Unfortunately, we are still unable to provide an estimated time for full restoration at this moment. However, we assure you that updates will be promptly provided on our website as soon as they become available.

We sincerely apologize for the inconvenience and disruption this incident has caused. Your patience and understanding during this challenging time are greatly appreciated.


22.03.2024 UPDATE 2:

We are currently in the process of bringing the main routers back online, which will allow servers unaffected by the power outage to become reachable again. We're pleased to report that many servers that were affected have already been restored.

Our teams are diligently working on bringing all internal and external systems back up and running. Although we do not have an estimated time for full restoration at the moment, we anticipate having more updates for you tomorrow.


22.03.2024 UPDATE:

We've gained access to the datacenter premises after receiving approval from our datacenter provider and local authorities, ensuring that the environment is now safe for our team to begin restoration efforts.


21.03.2024 UPDATE:

We are currently experiencing an infrastructure incident in our Strasbourg DC.

There was a water leakage in one of the rooms where batteries are located.

This affected the located batteries in this room which forced the DC to turn off the power of the room where your server or part of our network infrastructure is located in.

We are currently waiting for green light to activate the power in that room again.

Your server is NOT affected by any water damage but might be powered off.

As next step, electrical specialists evaluate if and how the electrical infrastructure can be restored and power switched back on. This external vendor is working during the night on this.

Due to the complexity of this damaged UPS system, we no longer expect that our services can be restored today.

We assure you that our team is working diligently to resolve the issue as quickly as possible.

We understand the inconvenience this have caused, and we sincerely apologize for any disruption to your services.

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