tag:status.emberit.com,2005:/historyEMBER HELP DESK Status - Incident History2024-03-29T03:52:30-04:00EMBER HELP DESKtag:status.emberit.com,2005:Incident/111534182022-09-16T13:50:33-04:002023-12-05T15:30:46-05:00Phone Number Offline<p><small>Sep <var data-var='date'>16</var>, <var data-var='time'>13:50</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Sep <var data-var='date'>16</var>, <var data-var='time'>11:26</var> EDT</small><br><strong>Investigating</strong> - Our main number (610.409.9555) is currently offline. Please utilize our 866 number for phone support (866-EMBERIT). All other methods are fully operational.</p>tag:status.emberit.com,2005:Incident/87845032021-12-08T07:15:17-05:002023-12-05T15:30:46-05:00Support Portal Offline<p><small>Dec <var data-var='date'> 8</var>, <var data-var='time'>07:15</var> EST</small><br><strong>Resolved</strong> - Amazon AWS issue has been resolved. EMBER Ticket portal and email support is now fully operational. Please utilize the ticket portal for support requests. Thank you.</p><p><small>Dec <var data-var='date'> 7</var>, <var data-var='time'>16:02</var> EST</small><br><strong>Identified</strong> - EMBER's support portal is still experiencing outages, along with our email support system, help@emberit.com. This is due to the larger AWS outage affecting services from Amazon, Disney+, Ring, Alexa, and others. Please use our phone for support. 866-EMBER-IT.<br /><br />https://www.theverge.com/2021/12/7/22822332/amazon-server-aws-down-disney-plus-ring-outage</p><p><small>Dec <var data-var='date'> 7</var>, <var data-var='time'>13:32</var> EST</small><br><strong>Investigating</strong> - EMBER's partner, ConnectWise has confirmed they are experiencing an outage with our ticketing system. For now, please contact our support desk directly if you need assistance: 866-EMBER-IT. Updates to follow. Thank you.</p>tag:status.emberit.com,2005:Incident/68532962021-04-28T09:16:47-04:002023-12-05T15:30:46-05:00Global MS Teams Outage<p><small>Apr <var data-var='date'>28</var>, <var data-var='time'>09:16</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Apr <var data-var='date'>27</var>, <var data-var='time'>08:54</var> EDT</small><br><strong>Identified</strong> - Update from Microsoft: "We’ve identified the root cause and performed mitigation actions. We’re seeing signs of recovery and will continue to monitor the service. Users still experiencing impact should restart their clients to expedite recovery. "</p><p><small>Apr <var data-var='date'>27</var>, <var data-var='time'>08:25</var> EDT</small><br><strong>Investigating</strong> - Microsoft has confirmed a global issue with Microsoft Teams services. You may experience issues logging into the app or using the website. We will update again when additional information is available.<br /><br />Thank you.<br /><br />Matt @ EMBER</p>tag:status.emberit.com,2005:Incident/65372462021-03-15T18:55:56-04:002023-12-05T15:30:46-05:00Microsoft 365 Outage<p><small>Mar <var data-var='date'>15</var>, <var data-var='time'>18:55</var> EDT</small><br><strong>Resolved</strong> - Closing this case. Microsoft is currently deploying fix.<br /><br />Update from Microsoft. <br /><br />Critical Authentication errors across multiple Microsoft services - Validating Mitigation<br /><br />SUMMARY OF IMPACT: Starting at approximately 19:15 UTC on 15 Mar 2021, a subset of customers may experience issues authenticating into Microsoft services, including Microsoft Teams, Office and/or Dynamics, Xbox Live, and the Azure Portal. Other Azure services/offerings that rely on authentication infrastructure downstream may see further impact.<br /><br />We recommend that customers with custom applications that use Azure AD refresh their metadata cache.<br /><br />CURRENT STATUS: Engineering teams have rolled out a fix to all affected regions for Azure AD. Internal telemetry and customer reports suggests that the error rate for dependent services is rapidly decreasing. Microsoft services are in the process of recovery. Some services and offerings may have varying times of recovery following the underlying fix. The next update will be provided in 60 minutes or as events warrant.<br /><br />This message was last updated at 22:52 UTC on 15 March 2021</p><p><small>Mar <var data-var='date'>15</var>, <var data-var='time'>16:37</var> EDT</small><br><strong>Identified</strong> - Update from Microsoft:<br /><br />SUMMARY OF IMPACT: Starting at approximately 19:15 UTC on 15 Mar 2021, a subset of customers may experience issues authenticating into Microsoft services, including Microsoft Teams, Office and/or Dynamics, Xbox Live, and the Azure Portal.<br /><br />CURRENT STATUS: Engineering teams have been engaged and are currently investigating. The next update will be provided in 60 minutes or as events warrant.</p><p><small>Mar <var data-var='date'>15</var>, <var data-var='time'>15:55</var> EDT</small><br><strong>Investigating</strong> - Microsoft is experiencing issues with Office 365, Microsoft Teams, and some Azure services. This may prevent you from being able to log in. We will provide additional information as it's available.<br /><br />Thank you.<br /><br />Matt @ EMBER</p>tag:status.emberit.com,2005:Incident/64445602021-03-03T12:47:27-05:002023-12-05T15:30:46-05:00Multiple reports of speed issues in our VF Datacenter.<p><small>Mar <var data-var='date'> 3</var>, <var data-var='time'>12:47</var> EST</small><br><strong>Resolved</strong> - The following update was provided by Cogent Communications: The outage Verizon was experiencing in their network that was impacting connectivity to and from them appears to have been resolved as of approximately 10:30 AM Eastern. At this time EMBER will be resolving this incident.</p><p><small>Mar <var data-var='date'> 3</var>, <var data-var='time'>11:47</var> EST</small><br><strong>Update</strong> - The following update was provided by Cogent Communications: "Multiple customers are experiencing issues with connectivity through Verizon. Verizon has acknowledged a major issue on their end and are investigating. There is currently no ETR." EMBER will continue to monitor the situation and provide updates as they become available.</p><p><small>Mar <var data-var='date'> 3</var>, <var data-var='time'>09:58</var> EST</small><br><strong>Monitoring</strong> - TierPoint has identified latency issues with Verizon. This appears to be an issue with Verizon specifically and not the datacenter. We're marking this issue as "monitoring" and will update again once TierPoint has identified the Verizon issue has been resolved. Thank you.<br /><br />-Matt @ EMBER</p><p><small>Mar <var data-var='date'> 3</var>, <var data-var='time'>09:18</var> EST</small><br><strong>Investigating</strong> - We are investigating connectivity issues at our TierPoint facility.</p>tag:status.emberit.com,2005:Incident/61193962021-01-26T19:54:00-05:002023-12-05T15:30:46-05:00Internet Outage<p><small>Jan <var data-var='date'>26</var>, <var data-var='time'>19:54</var> EST</small><br><strong>Resolved</strong> - This internet outage is resolved.</p><p><small>Jan <var data-var='date'>26</var>, <var data-var='time'>12:31</var> EST</small><br><strong>Update</strong> - Verizon has reported that a fiber cut in Brooklyn, NY is affecting services for the east coast. No estimated time of repair yet. We will send another update when available. Thank you.</p><p><small>Jan <var data-var='date'>26</var>, <var data-var='time'>12:17</var> EST</small><br><strong>Monitoring</strong> - We are observing an large internet outage effecting services all over the spectrum. We're not sure where the outage is, but you may notice web pages fail to load or run slower than usual. If you're using a SaaS app, this may be problematic to access. We'll update again when we find out more. Thank you.</p>tag:status.emberit.com,2005:Incident/60271632021-01-15T08:57:07-05:002023-12-05T15:30:46-05:00365 Email Issues<p><small>Jan <var data-var='date'>15</var>, <var data-var='time'>08:57</var> EST</small><br><strong>Resolved</strong> - Microsoft has determined this issue to be resolved.</p><p><small>Jan <var data-var='date'>14</var>, <var data-var='time'>23:18</var> EST</small><br><strong>Update</strong> - Update from Microsoft:<br /><br />Title: Users may be unable to access their Exchange Online mailbox<br /><br />User Impact: Users attempting to access their mailbox using any connection method may experience failures.<br /><br />More info: Users experiencing failure may see a timeout or Active Directory overload exception.<br /><br />Current status: Our continued investigation into the root cause of impact found that recent adjustments to the impacted infrastructure, designed to improve communications between components of the service, caused authentication requests to stop entirely, resulting in impact. We have corrected these changes, and have confirmed that it has mitigated impact for all but a single section of the degraded infrastructure. We understand that the impact during this issue has been significant and we are restarting the remaining affected infrastructure in an effort to fully remediate impact.<br /><br />Scope of impact: This issue impacts any user attempting to access their Exchange Online mailbox.<br /><br />Start time: Friday, January 15, 2021, at 12:10 AM UTC<br /><br />Root cause: Our Active Directory service was not properly authenticating users into their mailboxes as expected, causing impact.</p><p><small>Jan <var data-var='date'>14</var>, <var data-var='time'>21:22</var> EST</small><br><strong>Identified</strong> - Update from Microsoft:<br /><br />Title: Users may be unable to access their Exchange Online mailbox<br /><br />User Impact: Users attempting to access their mailbox using any connection method may experience failures.<br /><br />More info: Users experiencing failure may see a timeout or Active Directory overload exception.<br /><br />Current status: We've confirmed that a portion of Active Directory infrastructure isn't performing as expected, causing impact to the Exchange Online service. We're determining potential mitigation actions for this issue.<br /><br />Scope of impact: This issue impacts any user attempting to access their Exchange Online mailbox.</p><p><small>Jan <var data-var='date'>14</var>, <var data-var='time'>20:06</var> EST</small><br><strong>Investigating</strong> - Microsoft is reporting widespread issues with Exchange Online (email). At this time Outlook may appear disconnected and emails may be delayed. We are waiting for further updates from Microsoft, which we expect in the next 60 minutes. Thank you.</p>tag:status.emberit.com,2005:Incident/56535252020-11-25T15:49:11-05:002023-12-05T15:30:46-05:00Ticket Portal: help.emberit.com is down<p><small>Nov <var data-var='date'>25</var>, <var data-var='time'>15:49</var> EST</small><br><strong>Resolved</strong> - Systems appear to be up and running at this time. Connectwise considers this resolved. Thank you for your patience. Please resume using help.emberit.com for your support needs.<br /><br />-EMBER</p><p><small>Nov <var data-var='date'>25</var>, <var data-var='time'>12:51</var> EST</small><br><strong>Update</strong> - This outage has been tied back to a larger, global issue happening at Amazon AWS. Their East-US datacenter is experiencing issues affecting hundreds of different cloud-based systems. Please continue to use our email help@emberit.com for now.<br /><br />Thank you.<br /><br />-EMBER</p><p><small>Nov <var data-var='date'>25</var>, <var data-var='time'>09:55</var> EST</small><br><strong>Identified</strong> - We have confirmed that our partner, Connectwise, is experiencing an outage which is affecting our ticket portal. Please utilize the email help@emberit.com to create a ticket until this is resolved.<br /><br />Thank you<br /><br />-EMBER</p>tag:status.emberit.com,2005:Incident/54965112020-11-05T22:54:58-05:002023-12-05T15:30:46-05:00Phone System<p><small>Nov <var data-var='date'> 5</var>, <var data-var='time'>22:54</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'> 5</var>, <var data-var='time'>10:49</var> EST</small><br><strong>Investigating</strong> - We've received a couple reports of calls to our help desk being dropped. We are investigating the issue.</p>tag:status.emberit.com,2005:Incident/52037772020-09-29T13:03:41-04:002023-12-05T15:30:46-05:00Office 365 Outage<p><small>Sep <var data-var='date'>29</var>, <var data-var='time'>13:03</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>20:15</var> EDT</small><br><strong>Monitoring</strong> - Microsoft is reverting an update they made that caused the outage. Services are slowly being restored now. We'll continue monitoring the situation overnight.<br /><br />https://status.office365.com/<br /><br />Thank you.<br /><br />Matt Toto<br />Ember IT</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>18:55</var> EDT</small><br><strong>Identified</strong> - Microsoft has confirmed an outage with Microsoft Office 365. This includes Teams and Email. Please follow the status here: https://status.office365.com/<br /><br />We will update when we confirm they've restored services.</p>tag:status.emberit.com,2005:Incident/48907792020-08-20T10:20:39-04:002023-12-05T15:30:46-05:00Teams Meetings - Outage<p><small>Aug <var data-var='date'>20</var>, <var data-var='time'>10:20</var> EDT</small><br><strong>Resolved</strong> - While this issue is still going on, Microsoft is reporting it's simply due to a spike in traffic. We're closing this case, but be aware you may still experience a hiccup or two while attempting to log into a Teams Meeting.<br /><br />Thank you.<br /><br />Matt Toto</p><p><small>Aug <var data-var='date'>19</var>, <var data-var='time'>13:15</var> EDT</small><br><strong>Identified</strong> - Microsoft has identified an issue with Microsoft Teams in which users are not able to join a meeting. Next update is expected in a few hours. We will notify with additional info when we have it.<br /><br />Thank you.<br /><br />Matt Toto</p>tag:status.emberit.com,2005:Incident/48832262020-08-19T09:12:33-04:002023-12-05T15:30:46-05:00Office 365 Intermittent Issues<p><small>Aug <var data-var='date'>19</var>, <var data-var='time'>09:12</var> EDT</small><br><strong>Resolved</strong> - Microsoft considers this issue resolved. Some users may still experience issues until Thursday, when their patch finishes rolling out. <br /><br />Thank you.<br /><br />Matt Toto</p><p><small>Aug <var data-var='date'>18</var>, <var data-var='time'>13:43</var> EDT</small><br><strong>Identified</strong> - Microsoft has notified us that Office 365 is having some intermittent issues with Outlook, Outlook Web Access and the web portal. Ember IT technicians are having trouble connecting to the Admin Portal to make changes on behalf of our clients. Outlook may delay sending emails out. We will update again once we know more.<br /><br />Thank you.<br /><br />Matt Toto</p>tag:status.emberit.com,2005:Incident/46226272020-07-16T08:58:26-04:002023-12-05T15:30:46-05:00Office 365 Issue - Outlook Crashing<p><small>Jul <var data-var='date'>16</var>, <var data-var='time'>08:58</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jul <var data-var='date'>16</var>, <var data-var='time'>08:58</var> EDT</small><br><strong>Update</strong> - Microsoft now considers this issue is now resolved.<br /><br />Thank you.</p><p><small>Jul <var data-var='date'>15</var>, <var data-var='time'>15:11</var> EDT</small><br><strong>Investigating</strong> - We are relaying an issue happening with Office 365 at the moment. Please note:<br /><br />Title: Users experiencing Outlook connection issues and crashes<br /><br />User Impact: Users may experience crashes or may be unable to access Exchange Online via Outlook.<br /><br />More info: Our analysis indicates that Outlook on the web and mobile clients are unaffected. Users may be able to leverage those protocols as an alternative means to access email and service features while we remediate this problem.<br /><br />Current status: We've identified the probable cause of the issue and are applying fixes. We've confirmed that our fixes are effective and users will experience service restoration as our solution reaches their respective environments; however, deployment to all affected users may take several hours to complete.<br /><br />Scope of impact: This issue may potentially affect any of your users attempting to use Outlook.</p>tag:status.emberit.com,2005:Incident/35160952020-03-02T09:19:12-05:002023-12-05T15:30:46-05:00Microsoft Teams Outage, including Ember IT Phones<p><small>Mar <var data-var='date'> 2</var>, <var data-var='time'>09:19</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Feb <var data-var='date'> 3</var>, <var data-var='time'>15:22</var> EST</small><br><strong>Update</strong> - Microsoft has confirmed the issue has been resolved.</p><p><small>Feb <var data-var='date'> 3</var>, <var data-var='time'>09:45</var> EST</small><br><strong>Identified</strong> - Microsoft is having an outage with Microsoft Teams this morning. Since Ember IT uses Teams for our phone system, we're having intermittent phone issues. Please utilize the ticketing system to communicate issues. <br />Note from Microsoft's Health Portal:<br /><br />Title: Can't access Microsoft Teams<br /><br />User Impact: Users may be unable to access Microsoft Teams.<br /><br />Current status: We're investigating an issue where users may be unable to access Microsoft Teams. We're reviewing systems data to determine the cause of the issue.<br /><br />Scope of impact: This issue may potentially affect any of your users attempting to access Microsoft Teams.<br /><br />Next update by: Monday, February 3, 2020, 10:30 AM (3:30 PM UTC)</p>tag:status.emberit.com,2005:Incident/36123052020-02-25T16:35:09-05:002023-12-05T15:30:46-05:00Datacenter Issue<p><small>Feb <var data-var='date'>25</var>, <var data-var='time'>16:35</var> EST</small><br><strong>Resolved</strong> - The issue is considered resolved. Ember IT will send out a postmortem report by EoD Wednesday.</p><p><small>Feb <var data-var='date'>25</var>, <var data-var='time'>15:13</var> EST</small><br><strong>Monitoring</strong> - We believe we have resolved the issue but actively monitoring while onsite in the datacenter. At this point all services should be up and running. More info to follow.</p><p><small>Feb <var data-var='date'>25</var>, <var data-var='time'>14:39</var> EST</small><br><strong>Investigating</strong> - We are aware of a partial outage in the Valley Forge Datacenter. We are investigating and will report when more information is known.</p>tag:status.emberit.com,2005:Incident/34946232020-01-31T09:10:09-05:002023-12-05T15:30:46-05:00ticket.emberit.com is down<p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>09:10</var> EST</small><br><strong>Resolved</strong> - The issue at the vendor has been resolved. Our ticketing system is fully operational. Thank you for your patience. -Matt</p><p><small>Jan <var data-var='date'>30</var>, <var data-var='time'>14:52</var> EST</small><br><strong>Identified</strong> - We are aware of an issue with ticket.emberit.com. You won't be able to log in to place a ticket. In the meantime, please email support@emberit.com to create a ticket. We're working with our vendor to get this resolved as soon as possible. Thank you.</p>tag:status.emberit.com,2005:Incident/27812052019-07-29T13:48:21-04:002023-12-05T15:30:46-05:00Internet Connectivity Down at Ember IT Office<p><small>Jul <var data-var='date'>29</var>, <var data-var='time'>13:48</var> EDT</small><br><strong>Resolved</strong> - Service has been restored at the Ember IT Main Office. We are back to operating at 100%</p><p><small>Jul <var data-var='date'>29</var>, <var data-var='time'>13:35</var> EDT</small><br><strong>Identified</strong> - We have identified the issue & currently working w/ our vendor to resolve. We'll advise w/ realistic expectation of service restoration once available. - Jamie</p><p><small>Jul <var data-var='date'>29</var>, <var data-var='time'>12:39</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Jul <var data-var='date'>29</var>, <var data-var='time'>11:40</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Jul <var data-var='date'>29</var>, <var data-var='time'>11:40</var> EDT</small><br><strong>Investigating</strong> - There is an internet outage at the Ember IT office. We are currently working w/ our vendors to resolve the issue & do not have an ETA on service restoration. This may effect response times to support cases & answering support calls.</p>tag:status.emberit.com,2005:Incident/25213172019-06-10T15:41:22-04:002023-12-05T15:30:47-05:00Phones are down<p><small>Jun <var data-var='date'>10</var>, <var data-var='time'>15:41</var> EDT</small><br><strong>Resolved</strong> - Our main number is correctly routing to our phone system. Thank you for your patience while we worked with our phone vendor to get this resolved.<br /><br />Matt @ Ember IT</p><p><small>Jun <var data-var='date'>10</var>, <var data-var='time'>11:01</var> EDT</small><br><strong>Update</strong> - Our main number is not currently routing correctly (610.409.9555). However we're able to dial out and return calls. Again please utilize the ticket portal to initiate a support request and we'll get back to you as quickly as possible.<br /><br />Thank you.<br /><br />Matt @ Ember IT</p><p><small>Jun <var data-var='date'>10</var>, <var data-var='time'>09:21</var> EDT</small><br><strong>Identified</strong> - Ember IT is experiencing a phone system outage. We are working with the vendor on an ETA. Please utilize the ticket portal ticket.emberit.com to initiate a support case. We will be able to return your call.<br /><br />Thank you. Matt @ Ember IT</p>tag:status.emberit.com,2005:Incident/23827782019-05-09T11:54:17-04:002023-12-05T15:30:47-05:00Ticket Portal Issues<p><small>May <var data-var='date'> 9</var>, <var data-var='time'>11:54</var> EDT</small><br><strong>Resolved</strong> - Ticket.emberit.com should be redirecting properly now.<br /><br />Thank you.<br /><br />Matt @ Ember IT</p><p><small>May <var data-var='date'> 9</var>, <var data-var='time'>09:34</var> EDT</small><br><strong>Identified</strong> - GoDaddy confirms they're having an issue with forwarders, which is how we redirect ticket.emberit.com to it's actual location of: https://ww3.autotask.net/ClientPortal/Login.aspx?ci=100559. Sometimes hitting refresh works and you're redirected properly. We expect this to be resolved shortly. However in the meantime you can ask staff to use the direct link above to enter a ticket. <br /><br />Thank you.<br /><br />Matt @ Ember IT</p>tag:status.emberit.com,2005:Incident/23150542019-04-08T12:46:29-04:002023-12-05T15:30:47-05:00Citrix Down<p><small>Apr <var data-var='date'> 8</var>, <var data-var='time'>12:46</var> EDT</small><br><strong>Resolved</strong> - All Citrix systems are up and running at this time. Thank you for your patience. We'll sound out further details about what the issue was shortly.<br /><br />Matt @ Ember IT, CTO.</p><p><small>Apr <var data-var='date'> 8</var>, <var data-var='time'>11:36</var> EDT</small><br><strong>Update</strong> - Customers are beginning to come back online. We will reach out when each connection is restored.<br /><br />thank you.</p><p><small>Apr <var data-var='date'> 8</var>, <var data-var='time'>09:30</var> EDT</small><br><strong>Update</strong> - We're continuing to work on the Citrix issue. We expect to have an update in the next hour. Thank you.</p><p><small>Apr <var data-var='date'> 8</var>, <var data-var='time'>08:28</var> EDT</small><br><strong>Identified</strong> - Users are experiencing issues connecting to Citrix. We've identified the issue and are working to resolve.</p>tag:status.emberit.com,2005:Incident/22399862019-03-04T15:39:21-05:002023-12-05T15:30:47-05:00Phone Outtage<p><small>Mar <var data-var='date'> 4</var>, <var data-var='time'>15:39</var> EST</small><br><strong>Resolved</strong> - Phones have been restored. This was a short, nationwide Windstream outage that's now resolved. Thank you for your patience. <br /><br />Matt Toto, CTO</p><p><small>Mar <var data-var='date'> 4</var>, <var data-var='time'>14:19</var> EST</small><br><strong>Investigating</strong> - Ember IT is experiencing a phone outage. We are waiting to for more information from our carrier. In the meantime to put in a ticket, please utilize our ticket portal at http://ticket.emberit.com. Ember IT techs will contact you back via cell phones until the system is back up. <br /><br />Thank you.<br />-Matt Toto, CTO</p>tag:status.emberit.com,2005:Incident/22149542019-02-19T16:08:24-05:002023-12-05T15:30:47-05:00Phone outage<p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>16:08</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>16:07</var> EST</small><br><strong>Update</strong> - Phones are back up!</p><p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>15:31</var> EST</small><br><strong>Investigating</strong> - Our phones appear to be offline. We're waiting to hear back from support on the status. Please use our ticket portal @ ticket.emberit.com to put in a new support request.<br /><br />Thank you.<br /><br />Matt Toto, CTO</p>tag:status.emberit.com,2005:Incident/20845702018-12-06T09:55:19-05:002023-12-05T15:30:47-05:00Ticket Portal & ShareFile Passwords<p><small>Dec <var data-var='date'> 6</var>, <var data-var='time'>09:55</var> EST</small><br><strong>Resolved</strong> - Ember IT experienced an issue with our ticket portal (ticket.emberit.com) earlier this week. This lasted about 2 days until we were finally able to get it resolved. This was an issue at GoDaddy in which they stopped forwarding the address properly. We apologize for the inconvenience. Please continue to use the ticket portal for all new cases.<br /><br />Another item to mention, Citrix sent out an email forcing users to reset their ShareFile passwords this week. This wasn't the result of a breach but a best practice, standard operating procedure. They didn't provide their partners like us any heads-up that this was happening so we could better prepare our customers. You may have received an email that looked like a phishing scam asking you to update your ShareFile password. This is a legit email. We've given Citirx feedback to improve their process next time so we could be a bit better prepared. Note that if you're using Okta for Single Sign-On and Two-Factor Authentication, this wouldn't effect your ShareFile password. You can simply ignore the Citrix email.<br /><br />Thank you</p>tag:status.emberit.com,2005:Incident/19572562018-10-17T13:23:50-04:002023-12-05T15:30:47-05:00Using Chrome on ticket.emberit.com<p><small>Oct <var data-var='date'>17</var>, <var data-var='time'>13:23</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Oct <var data-var='date'> 8</var>, <var data-var='time'>16:37</var> EDT</small><br><strong>Investigating</strong> - We have a handful of reports that users are experiencing an issue putting tickets in on the ticket portal when using Chrome. We are reaching out to our partner to review this with them. In the meantime I would recommend notifying your staff to use another browser until this is resolved. Thank you.</p>tag:status.emberit.com,2005:Incident/19639152018-10-11T14:41:41-04:002023-12-05T15:30:47-05:00Ticket.EmberIT.Com Down<p><small>Oct <var data-var='date'>11</var>, <var data-var='time'>14:41</var> EDT</small><br><strong>Resolved</strong> - Ticket system access has been restored.</p><p><small>Oct <var data-var='date'>11</var>, <var data-var='time'>13:47</var> EDT</small><br><strong>Investigating</strong> - ticket.emberit.com is currently down. We are investigating with our partner to find out the status. We will keep you up to date as we learn more. In the meantime please utilize our helpdesk via phone: 610.409.9555.</p>