Some hosted instances unavailable in the Portal and TimeXtender Data Integration
Affected components
- Portal – app.timextender.com
Updates
RESOLVED
Root cause: a power failure at a datacenter operated by our cloud provider in West Europe. When utility power was interrupted, several backup generators did not start, and part of the provider's infrastructure lost power, including the database infrastructure behind a subset of hosted instances. Service returned at 16:11 UTC as power was restored. We have since added monitoring that alerts us within minutes if a group of hosted databases becomes unreachable.
RESOLVED
This incident has been resolved. Hosted instances have been available again since 16:11 UTC and are operating normally. Affected instances were unavailable from 14:42 to 16:11 UTC. If an instance still fails to open, please contact support. We are working with our cloud provider to understand the root cause.
IDENTIFIED
Since 14:42 UTC, some customers cannot open their hosted instances. In the Portal, the instance shows "Something bad happened; please try again later". In TimeXtender Data Integration, opening the instance fails with SQL error 40613 (database not currently available). Other instances, sign-in and the rest of the Portal are working normally.
We have identified the cause as an availability problem in our cloud provider's database infrastructure that affects a subset of hosted databases, and we are working with the provider to restore service. We will post an update here as soon as we know more.