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derek avatar image
derek asked ·

11/22/16: Reports of phones not working and unable to log into Service Web.

Phones all went down in office at 8:30 am EST. It's been 20 minutes outage is being reported currently through the number at ring central. 

Again ring central should be reaching out to us when outages like this happen not the other way around, and 20 minutes is too long of a time not to have an announcement from RingCentral. Within 5 minutes seems much more reasonable. 

They have discovered that a DataCenter at RingCentral is having the issue. 
This is only affecting mostly the Eastern area they are not sure exactly who the clients are quite yet. 

TraceRoute to service.ringcentral.com is failing.
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derek avatar image
derek answered ·
Couldn't log on with normal account as service.ringcentral.com is down which means you cannot log on to ring central community which is probably why no one else has posted this yet. 
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Jesse Evitts avatar image
Jesse Evitts answered ·
We're experiencing the same thing here.  All desktop phones are down, and cannot login to site.
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mike avatar image
mike answered ·
If your phones are down (and you also unable to log into the service web), then please run a tracerout .  See instructions on this page.  

How do I run a "tracert" (traceroute) report?

If you are unable to open a case in order to submit the tracert report, then please take a screenshot and post it here in this thread. 

If you are able to open a case please copy and past the following information to the body and/or title of the case notes. Parent Ticket 05204508, INC-18317


Thanks!
Mike 
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mike answered ·
9:02am  MST - Update:  We have just bee notified that this issue has been resolved. 
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derek answered ·
Is there an update as to what changes are made so this hopefully doesn't happen again?



root@obsd-build# traceroute -I  sip.ringcentral.com

traceroute to sip.ringcentral.com (199.255.120.146), 64 hops max, 60 byte packets

1  vlan400.pub-sw-1.clmxmixih00.ctstelecom.com (64.136.224.6)  1.124 ms  0.779 ms  0.807 ms

2  GigE-0-0-0-0.clmxmixih00-C9006-01.clmxmixih00.ctstelcom.com (64.136.224.57)  0.957 ms  0.638 ms  0.607 ms

3  Bundle-Ether-602.clmxmixih00-c9010-01.core.ctstelecom.com (67.219.192.246)  1.893 ms  0.911 ms  0.788 ms

4  Bundle-Ether-602.clmxmixih00-c9006-02.core.ctstelecom.com (67.219.192.181)  0.781 ms  0.783 ms  0.838 ms

5  ord01-eqix.ringcentral.com (206.223.119.97)  4.518 ms  4.499 ms  4.482 ms

6  * * *

7  * * *

 

 

#sh ip bgp 199.255.120.146

Tue Nov 22 10:14:10.761 EST

BGP routing table entry for 199.255.120.0/22

Versions:

  Process           bRIB/RIB  SendTblVer

  Speaker            7256085     7256085

Last Modified: Nov 22 02:10:17.964 for 08:03:52

Paths: (6 available, best #3)

  Advertised to update-groups (with more than one peer):

    0.9 0.10

  Advertised to peers (in unique update groups):

    67.219.192.17   67.219.192.15   206.223.119.187

  Path #1: Received by speaker 0

  Not advertised to any peer

  6461 7018 40627

    64.125.173.37 from 64.125.173.37 (64.125.0.208)

      Origin IGP, metric 45, localpref 100, valid, external, group-best

      Received Path ID 0, Local Path ID 0, version 0

      Community: 6461:5997

      Origin-AS validity: not-found

  Path #2: Received by speaker 0

  Not advertised to any peer

  6461 7018 40627, (received-only)

    64.125.173.37 from 64.125.173.37 (64.125.0.208)

      Origin IGP, metric 0, localpref 100, valid, external

      Received Path ID 0, Local Path ID 0, version 0

      Community: 6461:5997

      Origin-AS validity: not-found

  Path #3: Received by speaker 0

  Advertised to update-groups (with more than one peer):

    0.9 0.10

  Advertised to peers (in unique update groups):

    67.219.192.17   67.219.192.15   206.223.119.187

  40627

    206.223.119.97 from 206.223.119.251 (206.223.119.251)

      Origin IGP, metric 30, localpref 100, valid, external, best, group-best

      Received Path ID 0, Local Path ID 1, version 7256085

      Community: 24115:40627

      Origin-AS validity: not-found

  Path #4: Received by speaker 0

  Not advertised to any peer

  40627, (received-only)

    206.223.119.97 from 206.223.119.251 (206.223.119.251)

      Origin IGP, localpref 100, valid, external

      Received Path ID 0, Local Path ID 0, version 0

      Community: 24115:40627

      Origin-AS validity: not-found

  Path #5: Received by speaker 0

  Not advertised to any peer

  40627

    206.223.119.97 from 206.223.119.252 (206.223.119.252)

      Origin IGP, metric 30, localpref 100, valid, external

      Received Path ID 0, Local Path ID 0, version 0

      Community: 24115:40627

      Origin-AS validity: not-found

  Path #6: Received by speaker 0

  Not advertised to any peer

  40627, (received-only)

    206.223.119.97 from 206.223.119.252 (206.223.119.252)

      Origin IGP, localpref 100, valid, external

      Received Path ID 0, Local Path ID 0, version 0

      Community: 24115:40627

      Origin-AS validity: not-found

 

 

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Sorry we can't give specifics at to "what's been done" to prevent this in the future, as these sorts of interruptions can be caused by many things.  When you run a tracerout as you've done, and it fails before it reaches our servers, this indicates a problem somewhere on the internet, not necessarily with RingCentral. Our engineers work closely with the the ISPs when things like this occur but often times the fix is provided by one of the ISPs not RingCentral.  

One thing that you can do in the even of an outage is open a support case and request a copy of the RFO (reason for outage) report and include the incedent number in your request. In this case that number would be " INC-18317". 

 
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