AUTHENTICATION PROBLEM 07-04-20

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Antonio TESSARI

• April 08, 2020 20:18
• Edited

Yesterday 7/4/20 we noticed following maintenance activities on OXO systems, (re-synchronization of the communication service with cloud rainbow, or simple reboots for maintenance or release upgrades) the previously active connected telephone services were no longer restored. We noticed the problem around 11:30 / 12: 00 and continued throughout the afternoon.

I think it's something related to ID authentication. It seems that systems that have kept synchronization active have kept services running all day.

It has been the cause of prolonged inconvenience for many customers.

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  Brian BIRD

  • April 08, 2020 21:57

  Hello Antonio

  We experienced the same issue here in Australia with a number of customer OXOs disconnecting from the Rainbow network for many hours. We raised 7 cases with ALE Tech support. We were informed that the Rainbow/OXO PCGs (Public Cloud Gateways) became overloaded. ALE added 7 new PCGs to the network and this seems to have resolved the issue - certainly in Australia.

  We asked a large number of our resellers to disconnect and then reconnect their OXOs to the Rainbow network and they were connecting within 2 minutes.

  We have had no more reports of customer disconnections since the new PCGs were added to the network.

  I hope this helps.

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  Brian BIRD

  • April 08, 2020 22:00

  I should state that this was only occurring on OXOs that were being manually disconnected from the Rainbow network by OXO warm resets or manually disconnecting Rainbow to synchronize newly programed Any Device sets that were created.

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  Antonio TESSARI

  • April 08, 2020 22:02

   

  Thank's

  We found the problem in Italy, part of the EMEA REGION as Rainbow calls it

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