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Posts with tag outage

GrandCentral: What happens when your phone company is in beta?

GrandCentral Mailbox
Internet telephony company GrandCentral was down for several hours this morning. That wouldn't be so bad if GrandCentral's business model didn't depend on telling users to give out their GrandCentral phone numbers instead of their cellphone, work, home, and other numbers. GrandCentral, which is owned by Google, provides a single number that can ring through to each of your phones. And most of the time it works brilliantly.

But GrandCentral is still in beta. And while we've grown used to Google's beta products being more stable than many companies' final release products, we probably shouldn't be surprised when a beta product goes down. And this morning, a lot of people were probably worried about missing phone calls because of the outage.

The service was restored by noon, Pacific time. But the fact that a "power issue" at a single facility could knock out GrandCentral phone service across the country is going to make us think twice before giving out our GrandCentral phone number from now on. Hopefully one of the things Google will do before taking the beta label off of GrandCentral is build some redundancy into the system to avoid this sort of problem in the future.

Skype apologizes to paying customers with contract extensions

Skype Apology
Like any corporation recovering from a major service interruption, Skype is doing everything in its power to make sure customers don't jump ship and start using competing VoIP services. For two days last week, millions of Skype users were unable to connect. For some folks, this just meant you had to switch to a different chat program or pick up the cellphone to call your friends long distance. For some small businesses who had already cut their land line, this was the equivalent of the phones going down after a hurricane.

Today, Skype sent out an e-mail to customers who have signed up for services like Skype Pro, Skype Unlimited, SkypeIn or Skype Voicemail. In a nutshells, since these customers are paying on a subscription basis, the closest Skype can give to a cash incentive is a contract extension. So the company is giving all its paying customers an extra 7 days on their contract.

On the one hand, 7 days free for a 2 day outage seems like a good deal. But reliability? Priceless.

It's not clear whether Skype is offering any cash apologies to customers who sign up for SkypeOut credit but don't have a long term calling plan. You can read the entire e-mail after the jump.

Continue reading Skype apologizes to paying customers with contract extensions

Skype releases details on outage

Skype releases details on outageDisruptions and unstableness aside, and hopefully never returning, Skype has released details as to what caused the massive outage on August 16 that some experienced for two days.

The peer to peer network has issued a statement as to what went down. It seems that an abnormally high number of restarts after standard software updates affected resources, this caused the network to suffer and become unstable. This resulted in a flood of log-in requests all at one time when network resources were already low. And we all know what happened then, a nice downtime that left many of us out for days.

Skype has said that they have a self healing system built into their network, but a software bug knocked that out and prevented a network resource algorithm from working. Not to worry however, Skype has said that all issues have been identified, fixed and no malicious or security threatening activities had occurred. Oh, and they thank their users for being supportive.

Skype: we're back to normal

Skype After about two days of problems, Skype is back to normal. Skype's Villu Arak promises to post a more detailed explanation of exactly what went wrong and how it was fixed on Skype's blog Monday.

Incidentally, as Skype Journal points out, there's a new Skype build available for download, although the update has nothing to do with the outage and just offers a few bug fixes.

The outage has raised an important question. Can are customers really able to place their trust relatively new technologies like Skype and VoIP in general? A number of individuals and small businesses have eliminated their traditional telephone lines, replacing them with low-cost SkypeIn and SkypeOut accounts, although we'd venture to guess most people still have a cellphone as a backup.

It's not like old fashioned telcos never have outages, but two days is a long time to be without connectivity. During that time, a number of alternate VoIP services took advantage of the situation, promoting their technologies as resistant to Skype-type outages. That's because Skype's service wasn't actually affected. It was the authentication process that failed, preventing most Skype users from logging in. If you have a peer to peer VoIP service without a centralized authorization server, you're theoretically outage-proof. Theoretically.

Skype dispels outage rumors, still restoring service

Skype connectedWe got Skype to connect this morning. And then it went out on us again. Not everyone's been this lucky. More than a day after Skype's network outage began, the VoIP provider is still struggling to get users back online.

Yesterday there were a lot of rumors floating around as to what had caused the outage. It could have been a Microsoft Update. But it turns out that not everyone affected had installed the update. It could have been aliens. OK, probably not.

Here's the official list of what didn't go wrong, as provided by Skype:
  • The outage had nothing to do with Wednesday's planned maintenance.
  • The outage was not caused by any sort of malicious attack.
  • The Skype system did not crash.
  • The outage had nothing to do with alien invaders (yeah, Skype didn't mention this one, but we just wanted to quash any rumors before they get started).
And the official explanation of what did go wrong? A "deficiency in an algorithm within Skype networking software." That should satisfy all those people and small businesses who threw away their land lines for the promise of cheap VoIP service. There was an algorithm deficiency. Sounds simple enough, right? But why is it taking more than 24 hours to repair. And how can we be certain that it won't happen again?

Skype crashes due to network "software issue"

Skype connectingIf you're having trouble logging into Skype today, you're not alone. According to an official blog post, the engineering team has determined that there's a software issue that needs addressing, which could take 12 to 24 hours.

Skype downloads have also been temporarily disabled, so today might not be the best day to upgrade your Skype client or sign up for a new account. Apparently if you're the sort of person that leaves Skype running in the background all day, you can go ahead and leave your client open and you'll be logged in as soon as a fix is issued.

The incident has prompted some interesting speculation in the blogosphere. One possible explanation is that Microsoft pushed out some Windows XP and Vista updates yesterday that could have broken Skype compatibility for many users. Meanwhile Om Malik wonders if the outage exposes a limitation of peer to peer technology as Skype's authentication server could be getting hammered today. It seems like anyone who was logged into Skype when the outage began will remain logged in, while most users trying to login today are having difficulty.

del.icio.us experiences extended downtime

del.icio.usIf you're not directly affected and haven't heard the cries of agony of the tagging geeks (such as myself), you're among the few who haven't noticed that del.icio.us is down. The social bookmarking service's datacenter experienced a power failure last Wednesday and had been running sketchily up until yesterday, when it went down for "emergency maintenance." The power failure, it turns out, caused some RAID corruption. The good news is that no data has been lost; the bad is that a day later it's still down. In his blog entry understatedly titled "continued hiccups" del.icio.us daddy Joshua Schachter says that databases are being reindexed and for us to "hang in there." For how long is anybody's guess, but if it's not fixed today there may be rioting.

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