Intermittent service connectivity (Resolved)
  • Priority - Critical
  • Affecting Server - mars.planetcentral.com.au
  • Customers using a legacy server: mars.planetcentral.com.au experienced intermittent connectivity for approximately 5 hours this morning. Full service was restored just before 9am.
    We apologise for the inconvenience caused.

     

  • Date - 23/05/2024 04:00 - 23/05/2024 08:56
  • Last Updated - 23/05/2024 18:22
Server migration (Resolved)
  • Priority - Critical
  • Affecting Server - planetcentral.cloud
  • Update 00:20: Full service has been restored and the maintenance window has ended. 

     

    Update 23:40: planetcentral.cloud service has been restored to service - your files can be accessed. We are aware of an issue when trying to access the OnlyOffice document editing service and are working on resolving the issue.

     

    Update 21:25: Maintenance has commenced. 

     

    Please be aware that we will be performing essential maintenance on planetcentral.cloud on Saturday 16th September from 9pm with planned return to service by Sunday 17th September at 2am

    During this time no service will be available. We apologise for any inconvenience caused.

     

  • Date - 16/09/2023 21:00 - 17/09/2023 00:20
  • Last Updated - 17/09/2023 01:19
Server maintenance (Resolved)
  • Priority - Critical
  • Affecting Server - mars.planetcentral.com.au
  • Update 01:18 - full service has been restored.

    Update 00:30 - service restoration continues with anticipated restoration by 03:00 (3am)

     

    Update 22:12 - mars.planetcentral.com.au was unexpectedly affected during a standard maintenance operation. A full system restore is currently under way.

     

    We apologise for the inconvenience caused.

     

  • Date - 16/09/2023 22:12 - 17/09/2023 01:19
  • Last Updated - 17/09/2023 01:19
Scheduled upgrade (Resolved)
  • Priority - Critical
  • Affecting Server - crux2.planetcentral.com.au
  • Please be aware that we have re-scheduled the upgrade of the crux2 SmarterMail servers to the evening of Sunday 6th August, 2023 (8.00pm-10.00pm).

    We anticipate this works to take approximately 2 hours where you will not be able to access, send or receive email, or host video calls.
    Following completion of this this work you will be automatically redirected to our new datacenter environment (which has a different range of IP addresses). Please login to the portal if you connect using an IP address vs. the domain name to obtain the new IP address.

    We apologise for any inconvenience caused however this small outage will result in a significant performance improvement for all of our customers.

     

    Update: 6-Aug: 9.00pm. Change has been successfully implemented and full service restored. Some users may experience delays in reconnecting as the IP address for Crux2 has changed. If you cannot reconnect please clear/reset your DNS cache as this will force your device to re-check the IP address (put mobile devices into airplane mode for about 30 seconds).

     

     

  • Date - 06/08/2023 20:00 - 06/08/2023 21:23
  • Last Updated - 16/09/2023 23:26
System maintenance (Resolved)
  • Priority - High
  • Affecting Server - crux2.planetcentral.com.au
  • System updates and maintenance will be performed during this time resulting in potential intermittent responses.

  • Date - 16/09/2023 23:00 - 16/09/2023 23:25
  • Last Updated - 16/09/2023 23:15
Server upgrades (Resolved)
  • Priority - High
  • Affecting Server - planetcentral.cloud
  • Update @8.30am

    Planetcentral.cloud has been fully restored and full access is available on the Nextcloud service. We sincerely apologise for this outage and will be reviewing how we can improve our changes in order to prevent a reoccurrence. The platform upgrade will be rescheduled for a later date.

     

    Update @8.00am:

    Our Nextcloud restoration continues and is on track for full availability later today.

    Update @8.30pm:

    Unfortunately this upgrade has run into issues and a full system restore is under way. Platform is anticipated to be online circa. noon on Tues 18th July, 2023. We sincerely apologise for the inconvenience caused.

     

    Advisory:

    Please be aware that a significant upgrade is being performed on our planetcentral.cloud Nextcloud cluster from 6.00pm to 7.30pm on Monday 17th July, 2023. 

    During this time files and services will not be available.
    We apologise for any inconvenience caused.

     

  • Date - 17/07/2023 18:00 - 21/07/2023 09:26
  • Last Updated - 18/07/2023 08:32
Email certificate issues (Resolved)
  • Priority - Critical
  • Affecting Server - crux2.planetcentral.com.au
  • Customers experienced issues connected to IMAP-SSL and POP3-SSL services on our SmarterMail cluster - crux2.planetcentral.com.au

    Following investigation with our technology partner, this issue has been resolved.

    We apologise for any inconvenience caused.

  • Date - 18/05/2023 18:00 - 18/05/2023 20:56
  • Last Updated - 17/07/2023 18:27
Incoming email issue (Resolved)
  • Priority - High
  • Affecting Server - crux2.planetcentral.com.au
  • Following routing changes made at the weekend, some customers experienced intermittent incoming email (incoming email was being delayed). Following investigation this issue has been fixed.

    We apologise for any inconvenience caused.

  • Date - 10/07/2023 07:00 - 10/07/2023 08:00
  • Last Updated - 17/07/2023 18:22
Short outage on IMAP and POP services (Resolved)
  • Priority - Critical
  • Affecting Server - crux2.planetcentral.com.au
  • We experienced a short outage on our SmarterMail cluster - crux2.planetcentral.com.au from 02.00pm to 02.08pm today for any customers connecting via IMAP or POP3. All services have been resolved.

    We apologise for any inconvenience caused.

  • Date - 17/07/2023 14:00 - 17/07/2023 14:08
  • Last Updated - 17/07/2023 18:18
Outage (Resolved)
  • Priority - Critical
  • Due to a network routing issue all traffic was temporarily interrupted to our servers.

    All servers and services resumed following correction of this issue.

    We apologise for any inconvenience caused.

  • Date - 05/05/2022 10:30 - 05/05/2022 11:30
  • Last Updated - 05/05/2022 20:19
Migration - crux2 email server (Resolved)
  • Priority - Critical
  • Affecting Server - crux2.planetcentral.com.au
  • We will be performing a significant upgrade to our crux2 email cluster to provide additional capacity for our customers.

    To perform this work we need to take the servers offline: during the maintenance window if you use the crux2 email server you will not be able to send or receive email.
    Incoming emails will be stored and added to your account once we have finished work on the crux2 email cluster.

    We apologise for any inconvenience caused.

    Joe
    PlanetCentral Support

    Update at 20:00: Upgrade has been successfully completed and full service is available. You should be able to access your email again and all stored incoming email has been delivered.
    If you have any issues, please open a support ticket and we will investigate further.

     

     

  • Date - 12/02/2022 18:00 - 15/02/2022 20:37
  • Last Updated - 12/02/2022 20:12
OnlyOffice document issue (Resolved)
  • Priority - High
  • Affecting System - planetcentral.cloud
  • Update at 12:50 28-Dec: Issue has been fixed and full document creation and editing is available from planetcentral.cloud web, app and within Nextcloud clients.

    Update at 20:00 27-Dec: Investigation is under way:

    We are aware of an issue using OnlyOffice from one of our Nextcloud instances: planetcentral.cloud 
    Documents can either not be opened (fails to open) or cannot be saved.

    Workaround is to download the OnlyOffice app on either your Mac, PC, Android or IOS device, open the OnlyOffice app and link it to the Planetcentral.Cloud instance and then open the file from the app:

    https://www.onlyoffice.com/download-desktop.aspx

     

  • Date - 27/12/2021 20:00 - 28/12/2021 12:50
  • Last Updated - 28/12/2021 12:52
Maintenance planetcentral.cloud (Resolved)
  • Priority - High
  • Affecting Server - planetcentral.cloud
  • Important maintenance has been scheduled on:

    planetcentral.cloud and the supporting OnlyOffice instance.

     

    Maintenance has identified an issue with the OnlyOffice instance that it talks to - fault investigation under way.

     

     

  • Date - 27/12/2021 18:00 - 28/12/2021 12:52
  • Last Updated - 27/12/2021 23:31
Issue with OnlyOffice (Resolved)
  • Priority - Medium
  • Affecting Server - planetcentral.cloud
  • We are aware that there is an issue using OnlyOffice from our PlanetCentral.cloud Nextcloud service.

    Investigation is under way.

    Update 14:13 - Issue has been fixed and OnlyOffice is available.

  • Date - 09/09/2021 12:45 - 09/09/2021 18:16
  • Last Updated - 09/09/2021 18:16
Patch Sunday (Resolved)
  • Priority - High
  • Affecting System - Multiple servers
  • Patch Sunday - where we perform preventative maintenance on our servers:

    • gate1.planetcentral.com.au - Web hosting [Maintenance completed, server online]
    • planetcentral.cloud - Cloud storage [Maintenance completed, server online]

    We apologise in advance for any inconvenience caused, we will return the servers to full operational capability once maintenance has been completed.

    Update: 13:50 Sun 25-July:

    Maintenance has been completed and servers are available. 

     

  • Date - 25/07/2021 12:00 - 31/08/2021 21:27
  • Last Updated - 25/07/2021 13:51
Maintenance (Resolved)
  • Priority - Critical
  • Affecting Server - crux2.planetcentral.com.au
  • Scheduled maintenance for crux2.planetcentral.com.au.

    Email will be received by our backup mail servers and will be automatically delivered to your account once the server maintenance has been completed.

    We apologise for any inconvenience caused.

     

  • Date - 24/07/2021 21:30 - 24/07/2021 23:36
  • Last Updated - 24/07/2021 21:46
Outage (Resolved)
  • Priority - Critical
  • Affecting Server - planetcentral.cloud
  • We have an outage on our storage that supports our cloud servers.  Investigation under way.

     

    Issue fixed at 17.53.  We apologise for any inconvenience caused.

  • Date - 24/04/2021 16:06
  • Last Updated - 24/04/2021 18:10
Maintenance: Planetcentral.cloud (Resolved)
  • Priority - Critical
  • Affecting Server - planetcentral.cloud
  • This is a maintenance window for important upgrades to our Nextcloud servers: we are making some significant upgrades to improve performance and capacity for all customers.

    During the maintenance you will not be able to synchronise files from PlanetCentral.cloud and video conferencing will not be available.

    Your local client will automatically start to sync files once we have finished our maintenance.

    Many thanks for bearing with us.


    Update: 07.00am Brisbane time
    Hardware and storage upgrades have been successful and access to planetcentral.cloud has been restored.  All users should have full access to their files and Nextcloud service again.

    We are aware of an issue with OnlyOffice and are working on it.

  • Date - 09/04/2021 23:00 - 24/04/2021 17:06
  • Last Updated - 10/04/2021 07:15
Issue connecting with MAPI or EWS (Resolved)
  • Priority - High
  • Affecting Server - crux2.planetcentral.com.au
  • Issue closed out.

     

    Update 3-Feb 08:00
    We continue to work with our technology partner.  We have identified another workaround to address the issue:  if you delete and recreate your Exchange email account from your laptop or desktop you will be able to connect and resume normal email use.  Depending on the size of your account, it may take some time to sync all of your email.

     

    Update 1-Feb 08:15
    No further updates at this time.  If you are impacted by this problem, please change your email connection type to IMAP or use Webmail.

     

    Update 31-Jan 20:30

    ISSUE:
    Customers connecting via EWS (Microsoft Exchange) or MAPI to our CRUX2 and HYDRA email mail servers are seeing either an empty Inbox or the Inbox is not updating. 

    SCOPE:
    Email in folders is still available.  This does not affect those customers connecting via ActiveSync, IMAP, POP3 or WebMail.  Incoming and outgoing email is not affected.  

    RECOMMENDED WORKAROUND:
    Create a new email account and connect via IMAP or use our WebMail service: https://crux2.planetcentral.com.au

     

    We apologise for any inconvenience caused.

  • Date - 31/01/2021 20:30
  • Last Updated - 02/03/2021 20:57
Server maintenance (Resolved)
  • Priority - High
  • Affecting Server - crux2.planetcentral.com.au
  • Maintenance will be performed on the server.

  • Date - 06/02/2021 23:00 - 03/04/2021 17:20
  • Last Updated - 06/02/2021 23:36
Internet connectivity maintenance (Resolved)
  • Priority - High
  • Affecting System - Upstream connectivity
  • Our upstream provider has advised us that emergency infrastructure maintenance will be performed on one of our datacentre internet links.  

    We are not expecting any interruption to our overall service but will be monitoring the situation.

     

     

  • Date - 04/02/2021 23:00 - 06/02/2021 23:36
  • Last Updated - 01/02/2021 11:53
Server maintenance (Resolved)
  • Priority - High
  • Affecting Server - crux2.planetcentral.com.au
  • Important server maintenance is required in order to ensure ongoing high performance for our customers.

  • Date - 15/12/2020 22:30 - 15/12/2020 23:03
  • Last Updated - 15/12/2020 22:36
Server maintenance (Resolved)
  • Priority - High
  • Urgent server maintenance is required to ensure ongoing high performance for our customers.

  • Date - 15/12/2020 19:30 - 15/12/2020 20:30
  • Last Updated - 15/12/2020 20:14
SmarterMail admin not working in portal (Resolved)
  • Priority - Low
  • Affecting System - portal.planetcentral.com.au
  • We have been made aware that users cannot make changes to their email accounts through our portal (portal.planetcentral.com.au).
    We have confirmed this as an issue with our technology partner however we do not have a date for the fix.

    Our recommended work-around is to login directly to Webmail/ Webadmin on your allocated mail server using your admin credentials. 

    Need some help? Please open a ticket: https://portal.planetcentral.com.au/submitticket.php?step=2&deptid=5 and we'll be right on it for you.

     

     

  • Date - 15/10/2020 19:45 - 15/12/2020 20:14
  • Last Updated - 30/11/2020 15:00
Planned Maintenance: All email servers (Resolved)
  • Priority - High
  • Affecting System - Planned email server maintenance
  • Update @0100

    All email connectivity has been restored, all incoming email queues have been delivered.  All email working ok.


    Update @23:00

    Unfortunately we’ve hit a few challenges with this change and it will take longer to resolve than we had planned for.  Current time for email service is 1.00am Brisbane time.

     


    Impacted servers:       All email servers

    Impacted services:      All incoming and outgoing email.

    Date of planned work: Saturday 7th November, 2020
    Time of planned work: 8.00pm to 10.00pm Brisbane time (10.00am to 12.00pm UK time)

    Unfortunately will not be able to access your email account to send, receive or forward any emails during the planned work time.  New incoming emails will be stored and safely delivered once the maintenance on our servers has been completed.  We'll also send an email advising that the maintenance has been completed.

    Want to keep track of what we're doing?  You can check on any planned maintenance or unplanned service issues by checking out our portal:  https://portal.planetcentral.com.au/serverstatus.php

     

  • Date - 07/11/2020 20:00 - 30/11/2020 14:53
  • Last Updated - 08/11/2020 01:23
Security upgrades (Resolved)
  • Priority - High
  • Affecting Server - crux2.planetcentral.com.au
  • Scheduled security upgrades.  

    Customers who use this server may experience intermittent outages between 30 seconds and 2 minutes until the end of the upgrade.

     

  • Date - 18/10/2020 16:00 - 18/10/2020 18:07
  • Last Updated - 18/10/2020 16:42
Patch Saturday (Resolved)
  • Priority - High
  • Affecting Server -
  • Scheduled patching and update of server

  • Date - 17/10/2020 17:00 - 17/10/2020 21:02
  • Last Updated - 18/10/2020 09:46
Patch Saturday (Resolved)
  • Priority - High
  • Affecting Server - crux2.planetcentral.com.au
  • Security and update patching.

  • Date - 17/10/2020 09:30 - 17/10/2020 17:14
  • Last Updated - 17/10/2020 09:31
Server Maintenance (Resolved)
  • Priority - High
  • Affecting Server - crux2.planetcentral.com.au
  • Server cluster maintenance. Scheduled patching and updates.

  • Date - 16/08/2020 17:00 - 16/08/2020 18:00
  • Last Updated - 16/08/2020 18:05
Server Maintenance (Resolved)
  • Priority - High
  • Affecting Server - planetcentral.cloud
  • Upgrades and expansion of service

  • Date - 01/08/2020 10:00 - 01/08/2020 13:48
  • Last Updated - 01/08/2020 16:07
Server Maintenance (Resolved)
  • Priority - High
  • Affecting Server - planetcentral.cloud
  • Scheduled patching / system maintenance. Major software version update.

  • Date - 27/06/2020 09:00 - 27/06/2020 12:07
  • Last Updated - 27/06/2020 11:50
Server Maintenance (Resolved)
  • Priority - High
  • Affecting Server - crux2.planetcentral.com.au
  • Patching / scheduled maintenance

  • Date - 27/06/2020 09:00 - 27/06/2020 09:07
  • Last Updated - 27/06/2020 09:04

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