SmartNet Service Advisory

​status.smartnetna.com/#!/incident/162915
10/02/2019 11:30 am EDTOver the past 12-24 hours we SmartSupport received reports of users having issues in various areas across the US and Canada.  Initial analysis and review could not determine the underlying cause, as the issues reported (inability to fix / long times to fix or inability to connect / maintain connection) were not represented in a number of key logs used for troubleshooting during normal operations.  Additionally, these issues affected only a small and inconsistent subset of the user base which further hampered root cause analysis.
A deeper analysis was initiated and a GLONASS ephemeris issue was found to be causing the issue; starting in Western Canada and propagating across all of SmartNet Application Infrastructure.  Corrective actions have been taken to address the issue, address the underlying cause of the issue and to remove remnants of the offending ephemeris from SmartNet servers.  Customers should now see fixing and connection performance return to expected levels.
Regions Affected:

• Northeast US (CT, DE, MA, MD, ME, NH, NJ, NY, PA, RI, VA, VT, WV)
• Southeast US (AL, FL, GA, MS, NC, SC, TN)
• North Central US (IA, IL, IN, MI, MN, NE, ND, OH, SD, WI)
• South Central US (AR, KS, LA, MO, OK, TX)
• Northwest US (CO, ID, OR, UT, WA, WY)
• Southwest US (AZ, CA, NM, NV)
• East Canada (NB, NL, NS, ON, PE, QC) 
• West Canada (AB, BC)

Root Cause:

• GLONASS Ephemeris Issue

Additional End-User Steps Required:

• If an end-users / customer is still experiencing fix or connections issues, it is recommended that the rover measurement engine or ephemeris be reset to clear problems on the client side now that server side issues have been addressed.

- The SmartNet North America Team
Normal operations have resumed for all of SmartNet North America.
Resolved at 10/02/2019 11:30 pm EDT

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