Could not connect to Server (Error code: -1)

[Adam Lyons]

Hi,

We seem to have a few issues with Hornbill today with the attached error code

.

 

We can all access Hornbill but cannot assign requests/place requests on hold/attach emails to requests. We can update and send emails from Hornbill and our users can also log self service requests.

Has anyone come across this before?

 

Thanks,

Adam

[Victor]

@Adam Lyons we will have to restart some services in your instance to fix the disruption... The main impact will be that users will have to log back in as they will be logged off automatically.

[Adam Lyons]

Hi Victor,

 

Thanks for the quick reply. If you could let me know once the services have been restarted I can communicate to my colleagues to log back in.

 

Thanks,

Adam

[Victor]

@Adam Lyons this has now been done so the service should have been restored to normal parameters. We do apologize for the disruption, we are now investigating the root cause for this and we will implement additional measures to ensure it does not reoccur.

[Adam Lyons]

Hi Victor,

Thanks for the reply. I can confirm that everything is back and working, I did email hornbill.support@hornbill.com please feel free to ignore the email.

Thanks,

Adam

[Victor]

@Adam Lyons ...ah... well, emailing would not have reached support ... we don't actively monitor the mailbox due to many automation tools in place... Yes, I can see the email there... I am sorry, we missed it, but the way to request formal support from us would be via our support request webform here: https://www.hornbill.com/support/. Type in your instance ID and email address and you will get access to the "Get Help" option which will raise a request in our support queue.