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Answered
Daniel Francis

I have multiple sites connected through the nx cloud for remote viewing and two sites have dropped off and unreachable.

Is there an issue at your end with this service as my suppliers system for the cloud service is also down.

 

Thank you 

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Comments

10 comments

Date Votes
  • Norman
    • Network Optix team

    Hi Daniel Francis,

    Currently, there are no known issues for the Nx Cloud. 
    In general, it is all nothing. 

    Unreachable is more likely a network configuration (either managed by you/the customer or the ISP). 

    Are you using the latest version of Nx Witness and the latest version of the mobile application? 

    Also, it would be interesting to see if the Unreachable status changes over a couple of minutes. 

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  • Daniel Francis

    Yes, I’m using all the latest versions.

    I have just spoken to another technician and he has said he has 4 sites that are unreachable and 2 sites which are showing offline.

    I have also remote logged into the server and gone into server webpage and it is showing an online status in information.

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  • Norman
    • Network Optix team

    Hi Daniel Francis,

    What region are you in? 

    I just checked the accessibility of our cloud servers and they all appear to be accessible. 

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  • Daniel Francis

    I’m in Australia. I will speak with IT department tomorrow and ensure they are not blocking it.

    Thank you

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  • Norman
    • Network Optix team

    Hi Daniel Francis,

    No need to speak to the IT dept. The issue is located and will be resolved asap. 

    The current solution would be waiting a bit or two longer and the server should appear as available. 
    In the meantime we are working towards a solution. 

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  • Daniel Francis

    Thank you Norman,

    Not sure if this was the same issue you have found as waiting a good 5 minutes + does not resolve the inside and server is still unreachable but cloud icon is still connected.

    Thank you

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  • Daniel Francis

    Issue*

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  • Daniel Francis

    Hi Norman,

    All site are now back online. Something was changed your end I believe. Could you let me know what the issue was.

    Thank you

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  • Norman
    • Network Optix team

    Hi Daniel Francis,

    As soon as the root cause has been analyzed, I'll let you know. 

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  • Norman
    • Network Optix team

    Hi Daniel Francis,

    Apologies for the delayed response. 

    Here is the RCA: 

    What happened
    We rolled out a new version of one of the core backend components (Connection Mediator) in order to support scalability features.
    The issue in the component led to inability to connect to the systems if the network environment had limited or no UDP support.
    The vast majority of such users were on iOS devices due to a mobile network or iOS specifics.
    The majority of desktop clients were not affected.
     
    How it was fixed
    Mediator was rolled back to the previous build.
     
    How are we going to prevent this in the future?
    1. Enhance the test procedure to cover such scenarios
    2. Fix the issue in the code and deploy a new version of Connection Mediator.
     
    We apologize for the inconvenience caused.  
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