As of Aug 2, 11:12pm PST
Several Accounts have reported accessibility issues. This is related to an issue with our European Data Center that we are currently investigating.
Aug 3, 12:02am PST
Our Team is still working on this issue as we are still tracking down the root cause of the Outage.
Aug 3, 12:57am PST
Issue has been resolved. Affected accounts have since gotten back saying that they have regained access.
This incident was caused by routing abnormalities and some protocol issues, resulting in loss of service to the European Data Center. Customers were unable to utilize Zendesk for accounts hosted in the EU DC. All Zendesk Chat customers were unable to utilize the service during the impact time.
Our Network Ops team noticed odd behaviour with one of the external facing routers where it caused the protocol connecting us with the ISP and internal networks to flap constantly. Due this router instability, it caused issues with external / internal routing which in turn caused service impact for the site.
The offending router was temporarily disabled (with other Internet circuits taking over) until the incident subsided. Once it was determined the router was in an odd state, it was brought offline and traffic was moved over to the stable router. Once traffic was moved over and stable, the faulty router rebooted to clear any stuck processes. The reboot cleared the oddity with the router and was found to be stable at that point.
We're working on upgrading routers in the EU data centre to avoid similar incidents going forward.
FOR MORE INFORMATION
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