Second Life Grid Status Reports

[RESOLVED 9:32Pm - Pacific] Our service provider has restarted the pipeline for accepting payments from Residents who use credit or debit cards as funding sources. For most affected Residents; relief should be immediate. If you are still unable to transact, and you have changed your card information within the past hour, please give the process an additional hour to clear the backlog.

Both we and the service provider will be monitoring the pipeline today for recurring problems. If you are still having problems, please contact us via the Support Portal.

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[9:22PM - Pacific] Some Residents are suffering transaction failures on their account funding sources. This is an issue with our service provider, which we are currently investigating. Changing or re-entering account payment information will not help resolve the situation. Please watch this blog for further information as it becomes available.

Our Support Portal vendor will be performing a software hotfix on Wednesday, 25th March, 7:00 am - 8:00 am Pacific.

During this time period our Knowledgebase, Tickets and Live Chat will not be available.  Telephone support will be unaffected by this work.

wiki.secondlife.com and jira.secondlife.com (the Issue Tracker) will be briefly offline at various points during a maintenance period being carried out by our third party vendor.  This will be from 10:00 pm Pacific on Thursday 26th March to 1:00 am Pacific on Friday 27th March.

Please refrain from editing articles or commenting on JIRAs during this time frame.

Thanks!

[Resolved 01:45am PST] All regions are back, and logins are open again.

We are receiving reports of people being disconnected from Second Life and experiencing difficulties in logging back in. We are working to fix this as soon as possible.

A network problem caused some residents to be logged out of Second Life and login failures for a number of residents at or around 3.20am this morning.

The issues was brief and the system logins have returned to normal.

[RESOLVED] We’ve gotten the all clear on the maintenance and do not expect any further problems.

Some of you may have noticed you’ve been disconnected and are having trouble logging back in. Our network provider is currently performing scheduled maintenance to upgrade some systems and this is resulting in dropped connections and periods where you may not be able to log in. We apologize for the late announcement. We don’t expect this to take more than 15-20 minutes.

[RESOLVED, March 17 12:16PM Pacific] Very early this morning, Linden Lab removed several netblocks from the Spamhaus PBL, inclusion in which appeared to be the main cause of the email issues issues. The PBL is supposed to be a list of “machines that shouldn’t send email”. A look at our email infrastructure shortly before 1200 PDT 2009-03-17 seems to indicate that the issue is now resolved on the whole, though it may take up to a day for mail systems across the internet to recognize the PBL updates. It’s not clear when our IPs were added to their list, but that appears to have been the cause of the IM-to-email and object emails failing to reach their intended targets.

[UPDATED 13:32] There is an issue in the Public Issue Tracker regarding this problem.  Residents experiencing this issue may wish to visit http://jira.secondlife.com/browse/SVC-2573.

[REOPENED 3/16 13:18] We are investigating continued reports of IM to email problems.  We will update this post when we have further information on this issue.

[RESOLVED - 10:40AM Pacific] IMs to Email are now working again. We are still receiving some reports of failed emails, to @hotmail.com, @live.com and @yahoo.com addresses.  If you are still experiencing problems, please contact your email provider, or try an alternative email address.

We are aware of an issue where some IMs are not working properly, or at all. These are currently affecting both Offline IMs and Object IMs.

We are continuing efforts to resolve this issue and will update this blog post when more information is available.

Last week we posted information on four maintenance sessions that our credit card processor was planning to run (See previous post here).

This is a reminder that the final maintenance session will take place at 3:00am Pacific on Tuesday 17th March and will conclude within sixty minutes.

During each session, debit/credit card processing will be unavailable. This includes registering cards as new funding sources, or making card-backed LindeX purchases at the Website or through the viewer.

Should there be any changes to this we will update you here.

[RESOLVED 21:00 Pacific] The Support Portal is back. Live Chat and Support Tickets are accessible.

[15:01] Due to the increasingly unstable Live Chat support environment we are now taking the Live Chat feature offline pending the maintenance by our service provider scheduled for later this evening.  The support ticket system is largely unaffected by this problem.  Residents should file support tickets for assistance, or wait until the Live Chat maintenance is completed this evening.

Tonight’s service provider maintenance will be conducted between 18:30 and 20:30.  The entire support portal - Live Chat, Support Ticket, and Knowledge Base - will be taken offline for this maintenance.

[UPDATE 14:12] The service provider of our live chat support system will be taking our chat support system temporarily offline this evening, some time between 18:30 and 20:30 to attempt to correct the current connection issues.  We will post more detailed information including an exact time as the maintenance time approaches.

We are currently experiencing connection issues with the Live Chat service. If you are in a Live Chat session and are disconnected, please try opening a new session. The outages generally only last for a minute or two, allowing you to contact us again almost immediately.

We apologize for any inconvenience this may cause. We are working to resolve this issue as soon as possible and will update this blog with further information when it is available.

[RESOLVED] [07:40AM PST] Issues have now been resolved and voice is now available again.

[07:21AM PST] We have be notified that inworld voice is currently unavailable.  The issue is currently being investigated and we hope to have this resolved soon as possible.   We will continue to update you on the progress.