Dublin 3 - HV17 - RFO

Scheduled on 24/05/2019 05:00:00 Status Resolved Fault / Issue Estimated finish 24/05/2019 15:00:00

Dear Dediserve Dublin users,

You may have noticed a period of service unavailability on Friday 24th of May, for which we sincerely apologize. Below is the formal RFO for the incident, please rest assured we are taking all reasonable measures to make sure this does not re-occur, thank you for your understanding.

What was the cause?:
A power surge caused a trip on the power protection unit for host #17, attempts were made to recover from the trip, including re-seating the blade and clearing NVRAM to remove the error, unfortunately these were unsuccessful indicating a damaged motherboard and we were forced to replace the host in its entirety.

What was the fix?:
Initially on-site engineers were instructed to re-seat the blade, in the hopes it would clear the power trip, following those unsuccessful attempts the NVRAM for the unit was manually cleared, finally we arranged for a whole-host replacement to avoid an even more protracted maintenance period.

What was the impact?:
From 5am VMs located on Hypervisor #17 specifically were unavailable, until the time of fix at 3pm. We apologise for the time it took to correct this problem, the multi-step diagnosis, coupled with the time it took to get engineers on-site prolonged the works.

Will the issue re-occur?:
Following replacement of the host all VMs were recovered successfully with no data loss, there is no reason that this issue should re-occur.

As always, if you have any questions, please let us know.

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