North American outage reported

10 Comments

AngerIs it just me, or are these happening a little more often than usual? Our buddies at Zenprise have given us the extent of the damage so far.

The issue was first reported at 12:20 p.m. PT. Zenprise diagnosed and tested issues on various networks to determine the cause of the outage. At 12:23 p.m. PT, Zenprise sent an email notification to its customers that BlackBerry service is down and the issue is with the BlackBerry network. Note: At about 12:30 p.m. PT, AT&T first learned there was a problem.

And straight from RIM…

* BlackBerry subscribers may be unable to send or receive messages. Subscribers may also be unable to register their device, roam in another location, or use other services such as Internet browsing.
* BlackBerry Internet Service subscribers may be unable to use the BlackBerry Internet Service web site or perform activities such as creating new accounts, accessing their internet mailbox, integrating third-party email accounts, or viewing email attachments.
* Devices may not receive new service books. BlackBerry Connect and BlackBerry-enabled devices that require a new PIN may be unable to receive the PIN.
* BlackBerry Enterprise Servers may be unable to connect to the BlackBerry Infrastructure.
* Wireless service providers and device resellers may be unable to use BlackBerry administration web sites or perform activities such as creating subscriber accounts or provisioning services for subscribers.

UPDATE: Judging by the deluge of delayed e-mails blinking away on my BlackBerry from last night, the problem looks resolved. Based on other reports, things started kicking back into gear between 7 and 8 PM last night. As for the reason, Jim Balsillie has stated that the outage was a result of a system upgrade.

  • MacBastard

    I’m on T-Mobile in Seattle using BIS, and I’m still getting my mail and still able to browse. I think RIM’s telling AT&T it’s affecting everyone just to make them feel better.

  • MacBastard

    I’m on T-Mobile in Seattle using BIS, and I’m still getting my mail and still able to browse. I think RIM’s telling AT&T it’s affecting everyone just to make them feel better.

  • angela

    I can’t figur out if RIM is back in business. I am resending emails, but can’t tell if they are going through. They say ‘sent’ but I don’t feel confident they are going through. Does anyone know?

  • angela

    I can’t figur out if RIM is back in business. I am resending emails, but can’t tell if they are going through. They say ‘sent’ but I don’t feel confident they are going through. Does anyone know?

  • http://none harsha

    Simon,

    My company is currently evaluating zenprise and other monitoring tools. While Zenprise did detect the ACTUAL SRP outage from 12:30 – 12:40 PST that was really the end of what they reported on. As I’m sure you know the problem lasted for at least 4 hours more. SRP was connected after 12:40 as far as Zenprise was concerned at it was rather difficult to gain any information after that. Alerting me to an apparent 10 – 15 minute outage really gave me a false sense of security thinking the problem was resolved.

    As unfortunate as thing may be this was the case last week as well with the AT&T outage. While you blogged that Zenprise detected the outage, that really wasnt the case.

    I don’t like to be someone who rains on the parade but before you promote a company or site I think you should have a bit more real world information on things.

    – Ryan

  • harsha

    Simon,

    My company is currently evaluating zenprise and other monitoring tools. While Zenprise did detect the ACTUAL SRP outage from 12:30 – 12:40 PST that was really the end of what they reported on. As I’m sure you know the problem lasted for at least 4 hours more. SRP was connected after 12:40 as far as Zenprise was concerned at it was rather difficult to gain any information after that. Alerting me to an apparent 10 – 15 minute outage really gave me a false sense of security thinking the problem was resolved.

    As unfortunate as thing may be this was the case last week as well with the AT&T outage. While you blogged that Zenprise detected the outage, that really wasnt the case.

    I don’t like to be someone who rains on the parade but before you promote a company or site I think you should have a bit more real world information on things.

    – Ryan

  • Ahmed

    Hi Ryan, I work for Zenprise and our other customers didn’t seem to have this issue. There is a field in the Zenprise console that updates itself with the last time one of our SRP connectivity tests failed. Additionally, you should be able to open up the details of the diagnostic tests we run to see all of the instances of failed connections to the RIM network. Our other customers told us that these fields were constantly updating throughout the outage. I would be more than happy to get on a call and walk you through the console. Feel free to send us an email at support@zenprise.com.

  • Ahmed

    Hi Ryan, I work for Zenprise and our other customers didn’t seem to have this issue. There is a field in the Zenprise console that updates itself with the last time one of our SRP connectivity tests failed. Additionally, you should be able to open up the details of the diagnostic tests we run to see all of the instances of failed connections to the RIM network. Our other customers told us that these fields were constantly updating throughout the outage. I would be more than happy to get on a call and walk you through the console. Feel free to send us an email at support@zenprise.com.

  • Semi-stunned consumer

    If you want to see deep concern on RIMs part for single point of failure or that your less than mission critical email is down, guess again – here’s an expression of deep concern:

    “It was an intermittent delay, a couple of hours,” he said. “It’s old news. It happened days ago.”

    Balsillie’s comments were in response to a question about Monday’s outage and how it might impact the company’s relationship with corporate customers

    http://www.news.com/8301-10784_3-9871065-7.html

  • Semi-stunned consumer

    If you want to see deep concern on RIMs part for single point of failure or that your less than mission critical email is down, guess again – here’s an expression of deep concern:

    “It was an intermittent delay, a couple of hours,” he said. “It’s old news. It happened days ago.”

    Balsillie’s comments were in response to a question about Monday’s outage and how it might impact the company’s relationship with corporate customers

    http://www.news.com/8301-10784_3-9871065-7.html