Constant issues with Hornbill connection

[Andrew Tasker]

Good afternoon,

We have been experiencing issues for the past couple of days where our connection to the system is being interrupted or slow to react with searches taking several minutes to load.  It appears to be starting around midday and continuing into the afternoon.  Can anyone please advise if there are any known issues with this recently?

Thanks

Andrew

 

[Deen]

@Andrew Tasker I have checked with our infrastructure team and their doesn't seem to be any problems with your instance around that time (or any time).  It could be network related, it would be worth trying to access Hornbill from a different network at that time to see if the problem persists.

[Andrew Tasker]

@Deen It doesn't appear to be anything on our network as we have been able to use all other applications at these times with no issues, it is only Hornbill which has been affected.

[davidrb84]

@Dean we've also been having the same problem, particularly this morning (8.30 ish)

We're a home working team, so it's 10 or so Service Deskers working over several counties on different ISPs.

As a frame of reference, loading "my requests" has taken 45 seconds, usually it would take 5-10.

[davidrb84]

to add, this is confirmed as an issue showing the attached error, along with error 504, tried in several browsers and with and without our VPN connected.

[Victor]

@davidrb84 

 

[davidrb84]

if it helps, this suggests it could be infra end :-)

 

[Victor]

@davidrb84 as mentioned in Jeremy's post there are some issues on your node that we are looking into.

[Keith Stevenson]

David,

We saw no issues yesterday and the above effected instance was under no load. The issues on your instance this monring appears to be caused by an account on your instance (SD AUTO BOT). The two issues are unrelated. 

Kind Regards

 

Keith Stevenson

[Keith Stevenson]

Andrew,

As Mentioned above, we saw no issues yesterday that would have impacted your instance. Inorder to identify any issues we would require a copy of the Ping Check (available when you raise a call from within our portal) to see where the problem resides. 

Kind Regards

 

Keith Stevenson

[Andrew Tasker]

Hi Keith,

Are you able to confirm where I would be able to locate the Ping Check?

Thanks

Andrew

[Victor]

@Andrew Tasker it's the Status Check section available in the Support Section on our main website (navigate to Support section, type in your instance ID and email address and should be able to have access to this, given you are a designated contact fro your instance):

[Andrew Tasker]

Hi Victor,

 

What is the instance ID?  This issue is still ongoing and is not with our local internet connection.  We are receiving the error code -1 when our searches time out.

 

Thanks

Andrew

[Jeremy]

we also experienced an outage for a few minutes at approx 11.45 this morning.