Internet Connectivity Issues - Status: Closed
Added by: conorc Date: 27/02/2024 Time: 13:07:31
Closed by: conorc Date: 27/02/2024 Time: 15:55:04
There have been reports of Internet Outages affecting businesses

This has been raised with our provider and we will eb in touch with further updates

@13.19 Our provider has confirmed a wider infrastructural issue and are still investigating. We will be in touch with any further updates when we are informed

@13.32 Our provider has been in touch and reported that connectivity should be restored. We will find out from our provider about what caused it and wil inform.

@15.53 We haven't heard much more from the provider, but we have seen stable internet connectivity and have heard no subsequent issues for anyone. We will continue to monitor but please give the support desk a call if you have any issues.
3CX Outages - Status: Closed
Added by: conorc Date: 09/08/2023 Time: 12:20:21
Closed by: conorc Date: 11/08/2023 Time: 15:20:44
There have been reports of intermittent phone system outages

The provider engineering team has been advised and are currently investigating why this has continually reoccurred

@15.19 - We have received word that our provider has rolled out fixes which has resolved the issue.

@13.16 The provider has come back and reported that there is an issue with one of their Hosted providers and will be in touch about any updates

We have been in touch for imminent updates minute by minute

@ 13.25 3CX have been in touch. They have confirmed a global issue with their provider and are monitoring

@15.35 We have heard back from providers and they have since issued out fixes which seems to have greatly mitigated these issues.

We will keep monitoring the situation but let us know about any lingering issues.
Microsoft Exchange online email not sending - Status: Closed
Added by: lukes Date: 18/07/2023 Time: 09:25:37
Closed by: lukes Date: 19/07/2023 Time: 08:13:38
Microsoft has reported issues with emails not sending. Any emails that do send can be delayed up to 15 minutes.

Affected users may receive the following error "503 5.5.1 bad sequence of commands"

@09:35 - Update from Microsoft; We’re identifying a plan to mitigate impact and restore mail flow. Next update will be at 11am

@11:00 - Microsoft have advised that the bounce back issue is now resolved, but the delay in messages still exists. Please be aware, again, emails can take up to 15 minutes to receive or send.

@13:52 - Microsoft have advised they have identified what the issue could be and will be implementing a fix shortly, next update at 14:30

@14:30 - Microsoft have applied the fix mentioned before but this has not worked for all users. They are still looking into getting this resolved. Next update at 16:30
3CX Desktop Application - Security Alert - Status: Closed
Added by: jacquio Date: 03/04/2023 Time: 11:14:11
Closed by: jacquio Date: 05/04/2023 Time: 14:10:39
All clients have had the 3CX Desktop Application removed.
We will contact when a replacement is found, Or provide access to the Web App.

Clients are asked to stop using the 3CX Desktop Application immediately due to a security Incident.
3CX have alerted their partners that they have been subject to a malicious exploit of of their product.
Our Support Desk will be in touch.
Microsoft 365 Services Down - Status: Closed
Added by: conorc Date: 25/01/2023 Time: 08:27:32
Closed by: conorc Date: 25/01/2023 Time: 14:35:38
We are aware of some widespread issues regarding Microsoft services by being slow or even not sending and receiving.

Microsoft themselves are aware and are looking into this. We would strongly advise using webmail for your own emails while they investigate.

@09.42 Microsoft have made some changes to help mitigate the issue. Please continue to monitor whilst we observe.

@14.34 Microsoft has confirmed that the issue has now stabilised. Please let the Support Desk know if you have any lingering issues.
Power Cut - Status: Closed
Added by: conorc Date: 19/10/2022 Time: 11:38:38
Closed by: conorc Date: 19/10/2022 Time: 16:17:30
We are aware of widespread issues through Kent regarding internet.

Systems seem to be coming back online. We are continuing to monitor and will update.

@16.16 Connections are now up and running. We are continuing to monitor our side, but please let us know if you have any lingering issues.
VOIP Phone System Line Quality - Status: Closed
Added by: jacquio Date: 16/09/2022 Time: 13:02:22
Closed by: jamesh Date: 16/09/2022 Time: 17:00:10
@13.40

We have recieved word that there is a connectivity issue with a Data Centre with the Provider.

Any further updates, we will inform.


We are aware that there is a 3CX line quality issue which has been reported. We are researching this & hope to be able to give an update shortly.

The issue now appear to have been resolved with no further reported issues in the last hour or so.
Intermittent VOIP and Service Disruption - Status: Closed
Added by: lloydb Date: 06/09/2022 Time: 15:34:24
Closed by: conorc Date: 06/09/2022 Time: 17:08:10
There has been reports of issues with phone system intermittent connectivity.

The provider engineering team has been advised and are currently investigating.

06/09/2022 @ 17.00 The provider has reported that network connectivity has been restored. The issue should be resolved and we are continuing to monitor.

Let us know if you have any further issues.
Hosted Phone System Issues - Status: Closed
Added by: alexr Date: 11/07/2022 Time: 11:34:58
Closed by: alexr Date: 11/07/2022 Time: 15:50:36
There has been reports of issues with phone systems this morning

This appears to be effecting internal and external calls at the moment

We are currently investigating this alongside our provider and will provide an update in due course

11/07/2022 @ 12:30 - Phones are coming back online now, the issue should be resolved and we are continuing to monitor

11/07/2022 @ 15:45 - We haven't had any further reports of phone issues

If anyone notices an issue, please call the support desk
Hosted Phone System Issues - Status: Closed
Added by: alexr Date: 14/06/2022 Time: 08:53:34
Closed by: alexr Date: 14/06/2022 Time: 14:52:25
There has been reports of issues with phone systems this morning

This appears to be effecting internal and external calls at the moment

We are currently investigating this alongside our provider and will provide an update in due course

14/06/2022 @ 14:51 - We have now been advised this is resolved, if you do continue to notice any issues with the phones please call our support desk
Hosted Phone System Issues - Status: Closed
Added by: steves Date: 08/06/2022 Time: 12:24:49
Closed by: steves Date: 08/06/2022 Time: 17:13:25
Provider reporting issues have now been resolved we are continuing to monitor.
Out of hours hosted desktop maintenance - Status: Closed
Added by: jamesh Date: 24/05/2022 Time: 19:03:43
Closed by: jamesh Date: 28/05/2022 Time: 16:37:43
There is an issue with one of the storage servers used by hosted desktops and as a result some servers will be taken offline so that the server problems can be resolved.

25/05/2022 - 03:30 - The first part of the problem has been resolved however there is further work that needs to be undertaken out of hours tonight in order to complete the process.

25/05/2022 - 17:19 - One of the storage servers used by the hosted desktop has gone down this afternoon which means some of the network resources are not currently available while we investigate.

26/05/2022 - 04:50 - The issue yesterday has delayed resolving the problem completely which was planned to have been completed overnight, at this stage the server is running from temporary storage, performance will be severely impacted for some users.

As there is not time to complete the migration of the data now without causing downtime the plan is then to complete the work overnight tonight which should result in the system being back to normal on Friday morning.

28/05/2022 - 11:00 - The restore completed as expected and the server is now fully functional again. Today a complete backup is being run during the day and as such performance might be effected until it is complete.

28/05/2022 - 15:45 - The backup completed correctly, replication is now running to the offsite server although this is not expected to cause any performance issues.
Intermittent VOIP and Service Disruption - Status: Closed
Added by: lloydb Date: 16/05/2022 Time: 12:20:25
Closed by: lloydb Date: 17/05/2022 Time: 11:04:34
Internet service providers are scheduled to update their systems today, which may cause UK-wide service disruption, including Internet, VOIP phones, etc. If you are having an issue don't forget we are here to help. If you want to know more then visit their webpage here - https://www.linx.net/linx-lon1-netmask-change/

Update - A server believed to be causing the Phone related issues has been disabled. This should resolve further issues until this can be investigated in more detail.

intermittent Internet issues - Status: Closed
Added by: emilyl Date: 11/02/2022 Time: 12:35:59
Closed by: emilyl Date: 11/02/2022 Time: 13:19:05
Customers are reporting issues with internet across the Kent area. We are currently investigating.


Issue has now been resolved and appears to be no further issues.
Hosted Email System Issue - Status: Closed
Added by: lloydb Date: 16/08/2021 Time: 08:33:13
Closed by: lloydb Date: 24/08/2021 Time: 09:21:20

We are aware of an issue affecting our hosted Emails. This is being investigated urgently.

16/08 - 12.00PM - The issue has been resolved and is now undergoing further testing.

17/08 - Although there appeared to be no further issues there were some reports of missing emails during yesterday’s outage. Further investigation revealed that the redundancy system responsible for ensuring emails are not lost had failed to reapply a batch of emails. This queue was applied and the missing emails started to appear this afternoon.

We believe that this is now fully resolved but please do let the support desk know if there are any further problems.
Mail Archive Planned Maintenance - Status: Closed
Added by: jamesh Date: 04/12/2020 Time: 18:21:26
Closed by: alexr Date: 14/12/2020 Time: 12:10:05
Some users have experienced issues searching for emails that were received between a few days during early November.

As a result we are rebuilding the entire Mail Archive index for the year 2020 over this weekend, so messages in the store will not appear in any search results until they have been added to the newly created index.

We are hoping that this will be complete by Monday.

Rebuilding the index is still ongoing and is likely to take the rest of the week.

The rebuild works in reverse order, as such search results should include emails from Friday working backwards with another month added each day, at the moment they go back through September.

However it does mean that while this process is running no new emails are being added to the store, so no emails will be shown from Friday 4th January 2020 onwards. Once the current process is complete emails from this date will then be added and processed, this is likely to take a further couple of days.

The rebuild of the index is complete and the original issue has been resolved, now the Archive is downloading and indexing all the emails from the last week, this will take several days to catch up.

This process now finished and the issue is resolved

Any issues please contact the support desk
Hosted Phone System Issues - Status: Closed
Added by: jacquio Date: 29/10/2020 Time: 10:34:58
Closed by: alexr Date: 29/10/2020 Time: 18:14:16
Reports of intermittent phone system issues are being investigated as a matter of urgency.

Phone system issues are now resolved. If you continue to have issues please call our support desk
Hosted Phone System Issues - Status: Closed
Added by: lloydb Date: 16/10/2020 Time: 08:34:22
Closed by: jamesh Date: 20/10/2020 Time: 12:33:22
We have received reports of intermittent network outage on our hosted phone systems and are currently investigating.
Hosted Email System Issue - Status: Closed
Added by: lloydb Date: 03/09/2020 Time: 08:32:50
Closed by: lloydb Date: 03/09/2020 Time: 10:33:51
We are aware of an issue affecting our hosted Emails. This is being investigated urgently.

LB - Issue is now resolved.
JJSystems Services Connectivity Issue - Slow Performance - Status: Closed
Added by: jamesh Date: 31/08/2020 Time: 15:32:02
Closed by: jamesh Date: 31/08/2020 Time: 20:49:25
There is a regional issue that is causing an problem with one of our main lines and as a result service that use this connection will be running on our failover connection.

Some services will be running slightly slower than normal.

The problem is a hardware failure that is impacting several telephone exchanges in the area, the provider is aware of the issue and field engineers have been dispatched to replace the faulty equipment.

We are hoping that the issue will be resolved later today.

20:45 - This was resolved at 17.30 and all systems are running as expected now.
Hosted Phone System Issue - Status: Closed
Added by: jacquio Date: 12/08/2020 Time: 13:21:28
Closed by: jamesh Date: 13/08/2020 Time: 14:35:18
We are aware of an issue affecting our hosted VOIP phones. This is being investigated urgently.

Our supplier made the following announcement.

On 12th August 2020, we became victim to a Denial of Service attack targeted at our external-facing load balancers. This caused multiple services to fail or suffer from intermittent issues. The technical team worked tirelessly to restore services and apply temporary mitigation measures.

Once the situation was under control, automatic mitigation measures were applied to the load balancers in order to prevent outages of this nature in the future.
Intermittent Email Error Messages - Status: Closed
Added by: jacquio Date: 17/03/2020 Time: 08:13:21
Closed by: lloydb Date: 17/03/2020 Time: 09:13:16
We are aware of an issue reported regarding email accounts. This is affecting only limited clients and is being worked on to resolve it as quickly as possible.

This issue is now resolved.
Hosted Phone System Outgoing Calls Issue - Status: Closed
Added by: lloydb Date: 25/02/2020 Time: 11:06:25
Closed by: lloydb Date: 27/02/2020 Time: 09:05:01
We have received reports that our hosted phones are unable to make outgoing calls. We are currently investigating.

LB - We are now happy this issue has been resolved.
Mailguard Quarantine Release Failure - Status: Closed
Added by: lloydb Date: 24/02/2020 Time: 09:05:24
Closed by: lloydb Date: 24/02/2020 Time: 09:40:52
We are currently investigating an issue with our Mailguard system being unable to release emails from Quarantine.

LB - Issue should now be resolved.
Hosted Phone System Call Dropouts - Status: Closed
Added by: lloydb Date: 28/11/2019 Time: 11:54:06
Closed by: lloydb Date: 29/11/2019 Time: 13:19:28
We are receiving reports of calls dropping or not connecting on our hosted phone system, and we are currently investigating.

29/11/19 After testing today we believe the issue is now resolved.
CloudPBX Issues with outbound calls - Status: Closed
Added by: jamesh Date: 11/11/2019 Time: 14:52:22
Closed by: jamesh Date: 11/11/2019 Time: 15:46:52
At the moment there is an issue making outbound calls using our Cloud PBX systems, it appears to be causing problems for a limited amount of clients and is intermittent.

Our supplier is aware of the issue and is working to resolve it as soon as possible.

15:40 - This has now been resolved.
Cloudstation Shared Links Service Issue - Status: Closed
Added by: lloydb Date: 23/10/2019 Time: 16:56:28
Closed by: jamesh Date: 11/11/2019 Time: 14:50:06
Within Cloudstation there is an issue preventing many shared links from being actioned.
The Shared Link service is currently expected to be unavailable for a prolonged period of time which may extend to days.
Our apologies for the inconvenience, we are continuing to work on resolving the problem.

24/10 - We believe that this issue has now been resolved but we will continue to monitor for the next few days, please get in contact with the support desk if there are further issues.
Intermittent disconnects with JJ Services - Status: Closed
Added by: lloydb Date: 30/09/2019 Time: 13:46:28
Closed by: lloydb Date: 30/09/2019 Time: 16:04:13
We are currently experiencing intermittent failures with JJ supplied services. We are investigating as a priority and will have a further update shortly.

We believe this issue is now resolved.
CloudPBX Phone System Issues - Status: Closed
Added by: jamesh Date: 23/08/2019 Time: 13:23:58
Closed by: jamesh Date: 09/09/2019 Time: 09:43:40
The is currently an intermittent issue with our CloudPBX supplier that is resulting in issues making and receiving calls on some extensions. At this time it appears to be random and intermittent and is causing problems with some clients more than others.

Our provider is working on the issue as a matter of urgency, we will provide further updates when available.
Scheduled Router Upgrade - Status: Closed
Added by: jamesh Date: 11/04/2019 Time: 10:21:02
Closed by: jamesh Date: 16/04/2019 Time: 13:18:46
Today at 6pm services will switch over to our backup line for a short period in order to complete a router upgrade on our main line, this may mean a brief disruption to services as the lines swap over.

The disruptions are likely to be less than a minute and all works are scheduled to be complete by 6.30pm.
Mail Archive - Old Emails Missing from Search Results - Status: Closed
Added by: jamesh Date: 02/01/2019 Time: 12:15:27
Closed by: jamesh Date: 07/01/2019 Time: 10:23:16
The Mail Archive has been modified so that archives were stored in a more efficient configuration, it was hoped that that the holiday period would allow enough time to move the data and recreate the index ensuring that all email was available before the start of the new working year.

Unfortunately this has not been the case and email is still being added, the system is adding emails in reverse chronological order working back from today, all the emails from 2018 are complete and 2017 is almost finished.
Hosted Phone - Status: Closed
Added by: alexr Date: 29/11/2018 Time: 13:06:30
Closed by: alexr Date: 29/11/2018 Time: 15:34:40
There is a known issue with a primary server managing hosted phone systems.

This is effecting both incoming and outgoing calls whereas clients are unable to dial out or accept incoming calls

This is being worked on at the moment as a matter of urgency and we will update shortly

AR - Issue should now be resolved, please call the support desk if you do notice any more issues
Downtime During Web Hosting Upgrade - Status: Closed
Added by: jamesh Date: 31/10/2018 Time: 17:28:26
Closed by: lloydb Date: 01/11/2018 Time: 11:36:40
On 1st November 2018 between 9am and 10am there will be disruption to one of our web servers during an essential software upgrade.

This will result in a handful of websites, including our own, being unavailable for approximately twenty minutes while the upgrade is completed.

LB - Upgrade complete.
Radar Retirement - Status: Closed
Added by: jamesh Date: 18/10/2018 Time: 16:11:46
Closed by: jamesh Date: 31/10/2018 Time: 16:47:20
As a result of the recent security concerns with our Radar system we have decided to retire the system and have no plans to replace it.

The Radar system was a continuity mailbox system that meant that if our email servers were unavailable for any reason clients could logon and see the last 14 days email and continue to work. However in the many years that we have had this system there has been no need to use it, and a security audit recently discovered that the system could be a vulnerability if strong passwords were not maintained.
Windows 10 Update Blue Screen - Status: Closed
Added by: jamesh Date: 11/10/2018 Time: 08:36:26
Closed by: jamesh Date: 18/10/2018 Time: 15:00:46
There is a Windows 10 update that is being automatically installed that is causing a blue screen error on boot. After a failed boot the only way to get Windows functioning again is to choose the system repair option.

At this time we are not aware which update is causing the issue, nor are we aware of a way to avoid the problem as there is not a way to cancel updates.

We recommend users do not restart machines and if possible pause updates.

If you experience this issue please give the support desk a call and we will get you back up and running as quickly as we can.

19:00 - We have discovered that this is a HP update installed by Windows updates. If the update has been installed in some cases we can repair the issue remotely, however there are cases where we have to be in front of the machine in order to resolve the problem.
Internet connection issues in Dartford and London - Status: Closed
Added by: lloydb Date: 26/09/2018 Time: 12:02:17
Closed by: lloydb Date: 26/09/2018 Time: 16:03:15
We have several clients that are reporting internet issues in the Dartford and London area. No further details at this time, we will keep the status up to date when we find out more.

We've been given limited information but has been resolved by BT.
Mailguard/Radar Security - Status: Closed
Added by: jacquio Date: 12/09/2018 Time: 14:20:36
Closed by: jacquio Date: 12/09/2018 Time: 14:21:20
Email to Clients using Mailguard/Radar Services

We Take Security Seriously – Please Read
I am writing to you because your business utilises our Mailguard and Radar email continuity services.
These services allow you and each of your staff to set your own password, which is then applied to both services. We do not control these passwords.
We are aware that some clients do not set secure passwords on their services and this week have been made aware that a client’s account has been hacked.
Using insecure passwords allows your email to be compromised by hackers, who will then have access to incoming email, potentially every supplier and client you deal with.
Additionally, access to Radar continuity services allows hackers to setup rules, such as forwarding incoming email to external addresses for example.
These compromises would allow hackers to access your business sensitive commercial information.
Using unique secure passwords which are not shared or utilised on multiple accounts is essential.
We take security very seriously and encourage all users to ensure that they do not divulge their password to other users and do not use their password on any other account.
We strongly suggest that you send this to each of your staff and ensure they are aware of the gravity of using insecure passwords.
If you have set an insecure password, or do not know your password for your Mailguard or Radar account, when you login via our logins page, you are able to click on re-set your password, if you have any difficulty please contact the support desk who will be pleased to assist you in re-setting your password.
You are able to arrange to send your staff on our CyberAwareness training course, which are available both at our office, or by webinar. You are able to find the future dates on our training calendar here – both of these are beneficial in avoiding virus & phishing attacks.
Planned Connectivity Upgrade - Status: Closed
Added by: jamesh Date: 09/08/2018 Time: 17:28:13
Closed by: jamesh Date: 10/08/2018 Time: 17:56:13
At 17.30 on Friday 10th August several services will be unavailable as one of our connections is being upgraded.

This could mean intermittent connectivity for all services for approximately 30 minutes.

17.50 - All services are back up and tested and there should now not be any further interruption to services, please let us know if you experience any issues over the weekend.
Email Delivery Delays - Status: Closed
Added by: jamesh Date: 04/08/2018 Time: 20:55:43
Closed by: jamesh Date: 06/08/2018 Time: 22:32:42
There was an issue with the Mail Archive that has caused a bottleneck on one of the server and as a result emails have been slow to deliver for a limited number of users.

The bottleneck has been resolved and email is now moving at the correct rate however it will take a little while to clear the backlog so if you are still experiencing email issues in an hour or so please let us know.
Internet connection issues with Orbital - Status: Closed
Added by: jamesh Date: 25/07/2018 Time: 15:50:19
Closed by: jamesh Date: 25/07/2018 Time: 17:57:42
We have several clients that use Orbital for their internet connections, it appears at that there is a DNS issue with the Orbital.net domain name and this is causing issues for many services including internet connections.

These connections are not supplied by us and so are outside of our control, however we will keep the status up to date when we find out more.

15:50 – Orbital have an issue with some hardware in London, this should be swapped out in the next few minutes and service should be resumed in the next twenty minutes.
Email on remote revices - Status: Closed
Added by: johne Date: 24/07/2018 Time: 09:10:15
Closed by: jamesh Date: 25/07/2018 Time: 15:47:23
We are currently investigating an issue with email not being received on remote devices, so far this appears to be affecting Apple devices at this time.

09:30 - All reports indicate that this is only iOS devices, we have tested an older iPad and this is working correctly, at the moment this suggests that the issue is related to a recent iOS update. We are currently investigating alternative email clients.

10:05 - Users are now reporting that email is beginning to flow again on i devices. Also noted that if the email account is removed from the device and re-added then this also appears to resolve the issue.

25/07/2018 - Yesterday afternoon the issue seemed to be resolved and all devices started working workout issue.
Some ISP DNS connectivity issues causing service outages - Status: Closed
Added by: jamesh Date: 05/07/2018 Time: 09:26:40
Closed by: jamesh Date: 05/07/2018 Time: 17:22:49
There appears to be an intermittent DNS issue that it causing problems for some clients connecting to our services.

This appears to be ISP specific and is not causing a problem for clients that are using our internet connections, but at this time it is unclear if it is restricted to only one ISP (such as BT or TalkTalk for example).

For some clients this may cause issues with all services including Email, Web-hosting and remote support as they will be unable to connect to any of the services running on our domain names.

10:15 - Further investigation suggests that the issue is limited to only TalkTalk users. Apparently TalkTalk are aware there is an issue and are investigating.

17:15 - We have had reports from TalkTalk customers that the issues have been resolved and they are now able to access all services without issue.
Mail Archive Update - Status: Closed
Added by: jamesh Date: 02/07/2018 Time: 11:06:33
Closed by: jamesh Date: 02/07/2018 Time: 12:25:24
This morning there has been a licensing issue with Mail Archive that has meant that results of searches have not been available.

The System has been upgraded and is now working correctly, however there is a backlog of emails to be indexed, as a result the system will be running slowly for a while and recent emails may not show up in searches until this process is complete.

12:25 - The Archive is now fully up to date and working as expected.
Outlook and Hosted Systems Connectivity Issue - Status: Closed
Added by: jamesh Date: 18/06/2018 Time: 14:05:59
Closed by: jamesh Date: 19/06/2018 Time: 20:16:29
One of our routers has restarted for unknown reasons this afternoon and caused connectivity issues for some users, both for Outlook and other hosted systems. A spare router is currently being configured to replace the router if the problem reoccurs.

14:41 - Further issue were reported and as such the router has now been replaced, as such there should not be any further issues.

16:33 - The issue has occurred again, as the router has been replace it is assumed it is an issue with the UPS powering the device, this will be replaced out of hours this evening.

18:02 - There have been further outages since 16:33 and power monitoring has confirmed that the UPS is not the issue.

Router firmware has been uploaded and the router has been rebooted, it has been stable for 20 minutes, however the issue may only be present under load.

We will monitor the issue further throughout the evening and tomorrow.

19/6 07:45 - The system was stable overnight however the firmware automatically reverted to the incorrect version. Uploaded the correct version and rebooted this morning. We will continue to monitor throughout the day.

19/6 20:15 - The router has been up all day today without issue and as such closing the alert.
Mailguard Virus False Positive Issue - Status: Closed
Added by: jamesh Date: 24/05/2018 Time: 14:40:54
Closed by: jamesh Date: 24/05/2018 Time: 20:21:25
Several clients have reported an issue over the last hour where emails are having known good attachments blocked and marked as containing virus.

This has been identified as an issue with Mailguard and has already been resolved, however there is an issue with one of the backed systems that means that releasing the emails from quarantine is working correctly, this is expected to be resolved shortly.
Issue receiving emails from Microsoft Accounts - Status: Closed
Added by: jamesh Date: 17/05/2018 Time: 18:31:32
Closed by: jamesh Date: 24/05/2018 Time: 14:37:17
We have had reports that some clients are having intermittent difficulties receiving emails from Microsoft hosted accounts (outlook.com, Hotmail.com etc).

This is an issue with Microsoft servers being blacklisted as sending SPAM, specifically the server on IP address 40.92.74.47, this can mean that emails are intermittent depending on the server that was used to send the email. Unfortunately this is a Microsoft issue and outside of our control, at some point Microsoft will apply to have this server removed from the list and service should return to normal.

At this time the IP address is listed on two lists, you can check the status by following this link –

https://mxtoolbox.com/SuperTool.aspx?action=blacklist%3a40.92.74.47&run=toolpage
CloudStation Version Update - Status: Closed
Added by: jamesh Date: 30/04/2018 Time: 17:25:40
Closed by: jamesh Date: 01/05/2018 Time: 14:32:54
Our CloudStation servers have had an update applied this evening, as a result clients that use the application to sync files and are running on an outdated version may need to upgrade.

If you are having issues please give the support desk a call on 01227 371376 for assistance.
Planned Maintenance on Hosted Systems - Status: Closed
Added by: jamesh Date: 22/03/2018 Time: 15:48:16
Closed by: jamesh Date: 23/03/2018 Time: 11:09:30
Tonight there will be a short period of downtime for hosted systems due to a switch being replaced. For some users this will mean a loss of hosted systems for approximately ten minutes some time between 7pm and 8pm.
Supplier Issues with Hosting and DNS - Status: Closed
Added by: jamesh Date: 19/03/2018 Time: 11:41:04
Closed by: jamesh Date: 19/03/2018 Time: 12:11:56
One of our supplies has experienced an issue in one of their data centres that is causing problems with both hosting and DNS services, as such clients may experience a variety of issues with many services.

This was reported at 11.30 and it is expected to be resolved in the next few minutes.
Hosted Solution & Email Connectivity Issue - Status: Closed
Added by: jamesh Date: 19/03/2018 Time: 08:02:20
Closed by: jamesh Date: 19/03/2018 Time: 09:43:01
There was a problem with a switch in our Canterbury data centre this morning that meant that some clients would not have been able to access a variety of hosted solutions. The issue was first reported at 07.15 and was resolved by 07.50.

If you are still having issues please restart and try again.
Certificate Renewal - Remote Database and Cloud Services - Status: Closed
Added by: johne Date: 01/03/2018 Time: 09:41:10
Closed by: jamesh Date: 19/03/2018 Time: 07:58:08
We are currently renewing one of our secure certificates for the jjsystems domain, hosted database and some cloud services will be affected.
Mail Archive - December Emails Missing - Status: Closed
Added by: jamesh Date: 24/01/2018 Time: 12:29:04
Closed by: jamesh Date: 25/01/2018 Time: 08:48:34
There is an issue with entries in Mail Archiver for December emails and as a result no results are being displayed during a search. It is believed that this is due to a problem with the index for that month.

The index is currently being rebuilt, this could take most of the day to complete.

25/01 - The index has been correctly rebuilt and now results are being shown for December.
Emergency Network Maintenance on Friday 26/01/2018 - Status: Closed
Added by: jamesh Date: 22/01/2018 Time: 11:53:58
Closed by: jamesh Date: 30/01/2018 Time: 12:32:02
Early Friday morning there is planned emergency works that will result in many of our services running on our backup connections. Users should not notice any disruption to services, however there is a chance that some systems may be intermittent during the transfer from one system to the other.

BT will be carrying out emergency maintenance on a core router at the DC5 point of presence during the following maintenance window.

Start: Friday 26/01/2018 00:00
End: Friday 26/01/2018 06:00

An unknown event has triggered a memory leak bug on this device. This is causing it to continually use up a small amount of unrecoverable memory each day which will eventually cause a crash. Cisco have investigated and whilst they have not been able to pinpoint the exact condition believe it relates to another known and fixed bug. As such they have recommended we carry out a software upgrade as soon as possible, which will result in a short outage.
Remote Apps Issues - Status: Closed
Added by: lloydb Date: 18/01/2018 Time: 13:24:27
Closed by: johne Date: 18/01/2018 Time: 14:22:47
An earlier issue at our Canterbury Data Centre has now been resolved and remote services are now back up and running. If you believe you are still experiencing issues please give the office a call.

We are currently experiencing intermittent issues with remote apps.
Canterbury Data Centre Power Outage - Status: Closed
Added by: jamesh Date: 02/01/2018 Time: 22:52:01
Closed by: jamesh Date: 02/01/2018 Time: 23:15:59
Power has been lost to our main data centre in Canterbury and the site is currently running on generator backup. There has been no loss in service and all systems are functioning correctly.

23:15 - Power has been restored and the systems are no longer running on the generator.
Widespread Internet Issues - Status: Closed
Added by: jamesh Date: 27/12/2017 Time: 11:23:14
Closed by: jamesh Date: 27/12/2017 Time: 11:23:32
Issues were reported this morning just after 10am of problems for various internet connections throughout Kent. This was resolved at 11.10am.

If you believe that you are still experiencing issues please give the office a call.
Test - Status: Closed
Added by: lloydb Date: 04/10/2017 Time: 14:12:41
Closed by: lloydb Date: 04/10/2017 Time: 14:48:40
Testing system updates - Now complete!
Mail Archiver emails missing between 2-28 September - Status: Closed
Added by: jamesh Date: 01/10/2017 Time: 13:15:40
Closed by: jamesh Date: 01/10/2017 Time: 19:39:08
There is an issue with the Mail Archive index, and as such the Archiver is reporting no emails for most of September. It has been confirmed that emails are in the store just not being reported in search results.

Currently we are researching if we can rebuild just the index for September rather than the entire index, due to the amount of emails that would need to be indexed either option will take some time and emails will only be listed once they are correctly indexed.

15:00 - The index for September is being resynchronised, this means checking all emails in the store and re-indexing those that are missing, hopefully this will be complete by tomorrow.

19:30 - The index has been re-synced and testing has not found any issues, all emails now appear to show up in search results as they should.
OnGoing Mailguard Upgrade - Status: Closed
Added by: jacquio Date: 15/09/2017 Time: 17:50:27
Closed by: jamesh Date: 27/09/2017 Time: 16:53:58
To ensure continual improved protection of email services against phishing, spoofing and spam our email filters are being migrated to a new system over the course of the coming week. This should not affect your service, but you will notice your Quarantine email arriving during the working day once migrated as part of this upgrade.

During this time, no outgoing email will be logged & you should be vigilant, thoroughly checking your Quarantine email as our new service will be aggressively monitoring your mailbox.

If you have any questions please do contact our Support Desk.

27/9 - Migration of all mailboxes is complete and all users are now on Mailguard3.
Issues with outgoing email RADAR archiving - Status: Closed
Added by: jamesh Date: 11/09/2017 Time: 16:30:46
Closed by: jamesh Date: 27/09/2017 Time: 16:52:49
At present there is an issue with outgoing email being archived to our RADAR systems.

This is not the same as the MailArchive, this system is working correctly, RADAR is our continuity system in case of complete mail server failure, and it is only outgoing email that is currently not being archived in this system.

27/9 - All mail is now transferred to our new Mailguard3 systems and a such using the new version of RADAR.
BT Leased Line Issue - Status: Closed
Added by: jamesh Date: 21/08/2017 Time: 09:14:07
Closed by: jamesh Date: 21/08/2017 Time: 15:32:17
There is a major issue casing problems with leased lines country wide, this is causing problems for customers with BT leased lines only that do not have a fail-over.

BT are aware of the issue and are working on it, we will post further information when it becomes available.

15:15 - We have had reports that leased lines are back up.

If you have been having issues please give us a call and speak to us about our fail-over solutions that are for just this kind of problem.
Email Issues - Status: Closed
Added by: jamesh Date: 16/08/2017 Time: 21:48:58
Closed by: jamesh Date: 16/08/2017 Time: 22:43:30
A server has failed on restart as part of planned maintenance, it is being worked on currently.

Some services have been booted on mirror servers however at this time the outage is causing issues with Email as well as some hosted servers.

22.04 - The server has booted and is working normally.

22.41 - All services that were working on mirror systems are now back on the main server and running correctly.
Mailguard Issues sending to Hotmail - Status: Closed
Added by: jamesh Date: 25/07/2017 Time: 09:59:49
Closed by: jamesh Date: 01/08/2017 Time: 11:30:37
This morning there seems to be an issue sending emails to Hotmail email accounts, we do not at this time believe that the issue is with any other Microsoft hosted domains.

We believe that the issue is that Hotmail has blocked Mailguard and we are looking to get that resolved as soon as possible.

14:00 - This issue now appears to be resolved, previously blocked emails are being sent correctly and there have been no further reported issues.

26/7 - We have had further reports of issues this morning and so are still looking into the issue.

14:00 - 208.70.210.80 has been removed from the sending pool due to delivery issues to Hotmail.co.uk.

It seems that emails to hotmail.com are still being deferred for a short time before delivery.
01227 371375 – Support Line Issues - Status: Closed
Added by: jamesh Date: 03/07/2017 Time: 12:49:43
Closed by: jamesh Date: 03/07/2017 Time: 17:18:09
We are currently experiencing issues with our 01227 371375 support line from some networks, it has been confirmed that calls from O2, Three and BT are reporting the number as not recognised, however some other networks are working without issue.

In the meanwhile please call 01227 371376 which is working without issue.

17:17 - This has been resolved this afternoon and calls are working correctly on 01227 371375.
Cloudstation Performance Issues & Client Update - Status: Closed
Added by: jamesh Date: 30/06/2017 Time: 22:57:16
Closed by: jamesh Date: 02/07/2017 Time: 15:23:07
Earlier this evening there was an issue with the Cloudstation cluster, as a result it has been recreated, this is likely to cause performance issues overnight tonight.

As a side issue it has also resulted in the version of Cloudstation being updated, this will mean that some clients will fail and a manual upgrade may be required in order to allow the applications to sync.

The user should be made aware of this by the client, however if you are concerned at all please give the support desk a call on 01227 371376.

02/07/2017 - Full data replication of the high-availability cluster on Cloudstation is complete and performance should be back to normal.
Issue sending emails to 1&1 Hosted Domains - Status: Closed
Added by: jamesh Date: 24/05/2017 Time: 17:03:20
Closed by: jamesh Date: 30/05/2017 Time: 08:59:51
There is an issue sending emails to any domain names hosted with 1&1, 1&1 have acknowledged that there is an issue with their system and they are currently working with SOPHOS (our sending partner) to get the issue resolved as soon as possible.

Users may notice that as a result some emails are returned as undeliverable, please bear with us as hopefully this will be resolved shortly.

26/05/2017 - 1&1 believe that the issue has now been resolved, we have asked them to confirm what the issue is.

30/05/2017 - We have had no further reports of issues, however if you are still experiencing issues please let us know.
SIP Trunk provider issues - Status: Closed
Added by: jamesh Date: 24/05/2017 Time: 10:55:18
Closed by: jamesh Date: 24/05/2017 Time: 16:57:40
There is currently a reported issue with Gamma the company that supports all our voice traffic. It will cause intermittent issue to any clients that use our phone services, this includes our own support phones lines.

It is intermittent and only causing issues for some clients.

If you are having issues contacting our support lines please drop us an email or use our mobile numbers.

14.00 - Gamma have confirmed that the issue has been resolved but will continue to monitor for the rest of the day.
SIP Trunk provider issues - Status: Closed
Added by: jamesh Date: 02/05/2017 Time: 11:28:02
Closed by: jamesh Date: 03/05/2017 Time: 13:08:44
There is currently a reported issue with Gamma the company that supports all our voice traffic. It will cause intermittent issue to any clients that use our phone services, this includes our own support phones lines.

It is intermittent and only causing issues for some clients.

03/05/2017 - Gamma confirmed that the issue was fully resolved at 4am this morning.
South East Internet Issue - Status: Closed
Added by: jamesh Date: 28/04/2017 Time: 18:02:37
Closed by: jamesh Date: 28/04/2017 Time: 21:48:29
There has been a problem with Internet connectivity in the South East that has been causing issues for some clients.

This is outside of our control but our understanding is that normal service should resume shortly.

21:47 - This was reported as being a major service outage in a core London data centre that was resolved at just after 18.00.
Mail Archive unavailable due to planned maintenance - Status: Closed
Added by: jamesh Date: 31/01/2017 Time: 14:42:31
Closed by: jamesh Date: 01/02/2017 Time: 10:31:33
The Mail Archive has an issue when receiving emails from the domain adsgroup.org.uk, the system is unavailable at this time while this issue is being investigated in the hope that the issue can be finally resolved.

16:00 - The System is back up although the issue is still not believed to be resolved. Further testing will be conduced tomorrow which may result in further down time if required.

01/02/2017 - This has now been investigated by the supplier and they are working on a fix to be included in the next release.
Broadband Issues Related to issue on 15/01/2017 - Status: Closed
Added by: jamesh Date: 17/01/2017 Time: 22:45:39
Closed by: jamesh Date: 22/01/2017 Time: 22:40:55
There have been further issues this evening that are thought to be related to the problems reported on 15/01. Although this is only impacting a small number of connections, users are advised to reboot routers if they are experiencing internet problems.

22/01 - There have been no further reports of issues since this was raised and so closing.
Broadband Issues - Status: Closed
Added by: jamesh Date: 15/01/2017 Time: 21:01:13
Closed by: jamesh Date: 16/01/2017 Time: 09:39:52
There is a large outage that is causing an issue for multiple providers throughout the UK on ADSL, FTTC and in some cases leased lines. We don’t have any details at this time but will update as soon as we know more.

Note that this is not causing an issue with any of our hosted services at this time, you should still be able to collect email via the 3G network.

15/01/2017 22:57 - It looks like connectivity has returned to normal for most sites, in some cases a router restart might be required.
UK Broadband Issues - Status: Closed
Added by: jamesh Date: 13/09/2016 Time: 16:21:13
Closed by: jamesh Date: 14/09/2016 Time: 13:00:32
There is a large outage that is causing an issue for multiple providers throughout the UK on both ADSL and FTTC. We don’t have any details at this time but will update as soon as we know more.

Note that this is not causing a problem for leased line connections.

UPDATE:13/09/2016 - 16:41. We are now seeing connections being restored, with a majority of sites now back online.
Mail Archive Processing Suspended - Status: Closed
Added by: jamesh Date: 07/09/2016 Time: 13:04:00
Closed by: jamesh Date: 08/09/2016 Time: 18:34:32
There is a historical data issue with the Mail Archiver, the disruption that would be caused to rectify this has led to the decision to leave the fix until the weekend and suspend new entries until after the problems are resolved.

08/09/2016 - Out of hours the issue has been resolved and emails are now being processed. There is a backlog of emails to process so the service may be slow for a while, but it should be fully processed by the morning.

As a result the Archive is working however there are no new entries since Monday 5th September 2016.
Mail Archive Unavailable - Status: Closed
Added by: jamesh Date: 17/08/2016 Time: 11:29:55
Closed by: jamesh Date: 18/08/2016 Time: 09:53:53
There seems to be a very intermittent issue with email processing that has been reported by a couple of clients, while trying to identify the issue the Mail Archive facility has been shut down, this will be restored at the end of the day.

Issue reported with BT Connections affecting large number of users - Status: Closed
Added by: jacquio Date: 21/07/2016 Time: 08:10:02
Closed by: jacquio Date: 21/07/2016 Time: 10:32:19
There is a power outage affecting BT infrastructure across the South East this is being treated as a top priority and we hope to see a resolution shortly.

21/07/16 10:00 UPDATE - Sessions are starting to be restored. Please reboot your router to force an authentication attempt - we will be contacting clients & restarting routers where possible.
Outage Update - Status: Closed
Added by: robertw Date: 15/04/2016 Time: 12:51:19
Closed by: lloydb Date: 19/04/2016 Time: 12:52:32
Infrastructure issue affecting multiple providers across the whole of the South East.
ISP Outage - Status: Closed
Added by: robertw Date: 15/04/2016 Time: 12:18:09
Closed by: lloydb Date: 19/04/2016 Time: 12:52:20
We have reports of a wide spread Broadband outage in the South East effecting multiple sites.
Planned Failover Testing - Status: Closed
Added by: jamesh Date: 16/03/2016 Time: 10:40:16
Closed by: lloydb Date: 01/04/2016 Time: 17:03:30
On Wednesday 16th March 2016 at 17.45 we will be testing our interent connection failover after some configuration changes. Hopefully this will result in only a few seconds of downtime but at most 5 minutes.

This will effect all services.
Planned Maintenance - Status: Closed
Added by: jamesh Date: 25/02/2016 Time: 12:25:43
Closed by: jamesh Date: 11/03/2016 Time: 15:13:18
On Saturday 5th March 2016 at 9pm several systems will be unavailable due to planned maintenance. Systems will be unavailable for approximately one hour, however due to several DNS changes some clients may find that a variety of services remain unavailable for the night and possibly part of Sunday. This maintenance will include Hosted Outlook and Hosted servers.

01:30 - All systems appear to be working without problems, downgrading issue.
Intermittent Connectivity Issues - Status: Closed
Added by: jamesh Date: 16/02/2016 Time: 15:42:51
Closed by: jamesh Date: 18/02/2016 Time: 10:46:58
One of the internet connections at our data centre has an intermittent issue, this is causing problems for email and hosted servers. The issue is being worked on and hopefully all systems will stabilise shortly.

16/02/2016 16:34 - The issue seems to have been resolved and the systems have been stable for over half an hour, as such downgrading the issue.

18/02/2016 10:45 - No further issues for 43 hours so closing the issue.
Planned Sentinel Maintenance - Status: Closed
Added by: jamesh Date: 13/02/2016 Time: 09:57:29
Closed by: jamesh Date: 16/02/2016 Time: 13:22:57
Over the weekend of 13th February 2016 our Sentinel Systems will go down for a period of time. This will not affect users directly, Sentinel is our monitoring system and as a result there is a small chance that if there are issues over the weekend with client systems we may be slightly slower than normal to respond.
Emails Running Slowly - Status: Closed
Added by: lloydb Date: 20/11/2015 Time: 09:00:00
Closed by: johne Date: 20/11/2015 Time: 17:30
Emails reportly running slowly.
Internet Issues - Status: Closed
Added by: robertw Date: 17/11/2015 Time: 11:00:00
Closed by: johne Date: 17/11/2015 Time: 17:00
County Wide Internet Issues Reported
Planned Maintenace - Status: Closed
Added by: jamesh Date: 18/03/2015 Time: 19:33:45
Closed by: johne Date: 18/03/2015 Time: 20:00
Emails servers will be done for an hour on 22/03/2015 at 01:00.