Hyonix - Notice history

All systems operational

Operational

Hyonix Panel - Operational

Hyonix Backend - Operational

Hyonix API - Operational

Operational

Los Angeles, California (LAX1) - Operational

Dallas, Texas (DAL1) - Operational

Ashburn, Virginia (IAD2) - Operational

New York, New York (NYC2) - Operational

Miami, Florida (MIA1) - Operational

London, United Kingdom (LON1) - Operational

Amsterdam, Netherlands (AMS2) - Operational

Hong Kong, Hong Kong (HKG1) - Operational

Tokyo, Japan (TYO1) - Operational

Sydney, Australia (SYD1) - Operational

Frankfurt, Germany (FRA10) - Operational

Toronto, Canada (TOR10) - Operational

Chicago, Illinois (CHI1) - Operational

Operational

Los Angeles, California (LAX1) - Operational

Dallas, Texas (DAL1) - Operational

Ashburn, Virginia (IAD2) - Operational

New York, New York (NYC1) - Operational

New York, New York (NYC2) - Operational

Miami, Florida (MIA1) - Operational

London, United Kingdom (LON1) - Operational

London, United Kingdom (LON-THN) - Operational

Slough, United Kingdom (LON5) - Operational

Amsterdam, Netherlands (AMS2) - Operational

Amsterdam, Netherlands (AMS-NIKHEF) - Operational

Hong Kong, Hong Kong (HKG1) - Operational

Tokyo, Japan (TYO1) - Operational

Sydney, Australia (SYD1) - Operational

Frankfurt, Germany (FRA10) - Operational

Toronto, Canada (TOR10) - Operational

Chicago, Illinois (CHI1) - Operational

Notice history

Aug 2025

No notices reported this month

Jul 2025

Los Angeles, California (LAX1) Network Instability
  • Resolved
    Resolved

    This incident has been marked as resolved as we do not see any further issues at this time.

  • Monitoring
    Monitoring

    Upstream routers that we connected to was having loads issue, resulting in heavy packet losses and intermittent connectivity. Our team observed that in some case the connectivity was lost for up to 11 minutes.

    Currently the issue has been fixed and our main upstream has been re-activated. Our team will continue to monitor this issue closely and will update if we detect any problems.

    We sincerely apologizes for any inconvenience caused - Please do let us know if you have any further questions by opening a ticket.

  • Identified
    Identified

    We've fallen back to our backup to ensure reachability, networks currently remains stable, however some routes might not be optimal at this time until our main link becomes available. We will provide updates once we hear back from upstream NOC.

  • Investigating
    Investigating

    Our team is aware of an issue that impact our network reachability. We are looking into this and will provide updates as more information available to us.

    We are observing very high packet losses toward from our upstreams. Currently reaching out to them for resolution. Our engineer will start falling back to our backup link if not resolved within a few minutes.

Ticket Responses Not Being Imported Through Email
  • Resolved
    Resolved

    All tickets have been processed and followed up at this time. We will proceed to close this incident as it has now been wrapped up!

    Our team has also implemented checks in place to ensure this will not happen again in the future.

    Thank you for your patience and understanding on this issue.

  • Update
    Update

    We've processed over 60% of past tickets at this time, our team is still working actively to get the remaining tickets processed.

    If you have any unanswered questions or unresolved issues, please let us know by opening a new ticket or replying to the existing ticket so our team can prioritizes accordingly.

    Thank you for your patience and understanding.

  • Identified
    Identified

    Our team has identified an issue that caused ticket responses via emails not being imported properly. The root cause is due to Google disabling password authentication method: https://workspaceupdates.googleblog.com/2023/09/winding-down-google-sync-and-less-secure-apps-support.html

    Our team has checked and confirm that we have not received any notification about this change on our account with Google Workspace. This is why we have been unaware of this change and did not switch authentication method accordingly. We only came to aware of this issue due to recent reports from clients. Our backend platform (WHMCS) also did not handle the error or report this error to our logs so we were unable to detect it.

    At this time, we have begun to process old ticket replies and will notify affected customers of this issue, and follow up with customers questions that have not been answered. All ticket response through our platform was not impacted.

    It is estimated that the current queue to be fully processed within 2 days. Our team will post updates as we progresses.

    We sincerely apologizes for any inconvenience caused by this issue. Our development team has started to look into how to catch this error so we don't have the same issue in the future.

Jun 2025

CHI1 Network Maintenance
  • Completed
    June 08, 2025 at 4:42 PM
    Completed
    June 08, 2025 at 4:42 PM

    Maintenance has completed successfully with no downtime!

    If you still have issues with your Chicago server, please let us know via ticket.

    Thank you for your patience and understanding!

  • In progress
    June 06, 2025 at 8:00 AM
    In progress
    June 06, 2025 at 8:00 AM
    Maintenance is now in progress
  • Planned
    June 06, 2025 at 8:00 AM
    Planned
    June 06, 2025 at 8:00 AM

    We've received notices from our main network upstream in Chicago (CHI1) that there will be a network maintenance started in Jun 6, 2025 10:00:00 AM UTC+2.

    No downtime is expected as there are redundancy setup in place, however some routes might have higher latency and potential slight packet losses during this time.

    We also do have backup upstream available and will closely monitor this maintenance to take actions if necessary.

    Please let us know via ticket if you have any questions regarding this maintenance.

Los Angeles degraded performance
  • Resolved
    Resolved

    This incident has been marked as resolved as there was no further issues.

  • Monitoring
    Monitoring

    After extended troubleshooting with all parties, we've identified that the issue is caused by a faulty cross-connect from Datacenter side. The cross-connect has been replaced at this time and our network is now back at full capacity. We will continue to monitor this issue for another 48 hours before closing.

    If you have any further questions about this incident, please let us know via ticket!

    Thank you for your patience and understanding.

  • Update
    Update

    Currently our team is engaging Zayo technician but we still haven't been able to identify the root cause yet. We are suspecting an cross-connects fault on either Datacenters. Once Zayo has fully tested the fiber and the issue still not resolved, our team will start engaging with both Datacenters to troubleshoot on-site cross-connects.

  • Identified
    Identified

    Our team is aware of a connectivity issue in our LAX1 location and has identified that our main transport link (dark fiber) has lost connectivity, our network has automatically fell back to on-site backup upstream. We've observed a brief inbound network loss for up to 15 minutes as networks start propagating routes globally. Outbound network was fallen back immediately.

    Currently, all service remains fully operational, however some network routes might not be optimal and might have higher latency than normal as our network is currently running on backup link.

    Our team has reached out to dark fiber provider (Zayo) for clarification and is escalating the issue.

    We will provide updates as more information become available to us.

    Thank you for your patience and understanding!

Jun 2025 to Aug 2025

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