Managed Outlook Degraded Performance
Monitoring - We have deployed an Emergency DNS Change this afternoon that resolves the issue re: outbound email not being delivered to recipients.
Jun 13, 16:12 NZST
Investigating - A number of customers have identified issues with sending and receiving to certain domains.
These email attempts return a bounce back reply.
If you are affected, please contact our helpdesk to report.
Engineers are investigating.
Jun 13, 08:04 NZST
Managed Desktop - Frozen Start Menu / Task Bar
Update - We have worked with Microsoft and applied a potential resolution for the Start button / Taskbar freezing incident to most of the Managed Desktop 2017 services. We are seeing good results with no reported cases where the fix has been applied. We are continuing to monitor for occurrences of this via our support desk.

If you experience this issue, please contact the Lucidity Helpdesk (0800 467 833) who will provide you with support
Jun 12, 11:03 NZST
Update - We continue to work with Microsoft on the resolution of the Start button / Taskbar freezing incident. This incident is sometimes accompanied by another Chrome related issue where the browser becomes unresponsive. There are workarounds in place while this is being investigated. They are as follows:

Taskbar issue: Press ‘Windows’ key on keyboard to ‘unfreeze’ the taskbar.
Chrome issue: The user is required to logout of their session and log back in again. This resolves the issue.

At Microsoft’s request, we have deployed targeted changes to the Managed Desktop environment and are measuring the outcome of these changes this week to see if they resolve the incident.

Apply the workaround fixes if you experience this issue, alternatively please contact the Lucidity Helpdesk (0800 467 833) who will provide you with support
May 9, 09:29 NZST
Monitoring - We continue to work with Microsoft on the resolution of the Start button / Taskbar freezing incident. At Microsoft’s request, we have deployed targeted changes to the Managed Desktop environment and are measuring the outcome of these changes this week to see if they resolve the incident.

If you experience this issue, please contact the Lucidity Helpdesk (0800 467 833) who will provide you with a workaround.
Apr 17, 11:59 NZST
Managed Desktop 2014 Operational
Managed Desktop 2017 Operational
Skype for Business Operational
Teams Voice Operational
Cloud PBX Operational
Managed Outlook Operational
Internet Services Operational
Lucidity 365 Operational
Office 365 Operational
Dynamics 365 / CRM Operational
Virtual Private Servers Operational
Control Panel / Provisioning Systems Operational
Toll Free Calling Services Operational
Data Backup Services Operational
Managed SharePoint Operational
Cloud Cover Operational
Lucidity Support Desk Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
Lucidity Control Panel - The website will be made unavailable due to a security review. Jun 4, 20:00-20:15 NZST
The Lucidity Control Panel's website will be unavailable from 4 June 2019, 8pm (NZT) for a security review. A further notification will be sent out when the review has been completed and the website is accessible via the internet again.

If you need to continue to access this tool, please contact your Lucidity Account Manager for a workaround.

Please log password resets and provisioning requests via the helpdesk (support@lucidity.co.nz / 0800 467 833).
Posted on Jun 4, 18:59 NZST
Lucidity Control Panel - The website will be republished and accessible via Internet Jun 6, 13:00-13:15 NZST
Access to the Lucidity Control Panel's website will available via the internet from 6 June 2019, 1pm (NZT). The security review has been done and critical tasks to mitigate the security risk have been completed.
Posted on Jun 6, 12:09 NZST
Firewall Firmware Update Jun 19, 20:00-22:00 NZST
We will be performing updates on our firewall routers, During this scheduled maintenance, Managed Desktop users will experience four disconnections from the service. The Managed Desktop should reconnect automatically after 5 seconds.
Posted on Jun 11, 15:02 NZST
Past Incidents
Jun 16, 2019

No incidents reported today.

Jun 15, 2019

No incidents reported.

Jun 14, 2019

No incidents reported.

Jun 13, 2019
Managed Outlook
Completed - The scheduled maintenance has been completed.
Jun 13, 21:30 NZST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 13, 20:30 NZST
Scheduled - We are performing scheduled maintenance on secure mail gateway and there are no planned outages
Jun 13, 16:07 NZST
Jun 12, 2019
3rd Party DataCenter facility maintenance
Completed - The scheduled maintenance has been completed.
Jun 12, 17:00 NZST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 12, 09:00 NZST
Scheduled - Our Datacenter provider is undertaking maintenance on a chiller unit, No customer outages are intended. Cooling redundancy will be maintained during this window.
Jun 12, 08:20 NZST
Skype for Business - Cannot dial in
Resolved - This incident has been resolved
Jun 12, 08:14 NZST
Update - All services are now functional, Engineers are continuing to monitor. If you are continuing to have an issue please contact our support team without delay.
Jun 7, 13:35 NZST
Update - We have reverted the previous certificate change, for this to take affect we will be restarting the Skype servers, you may have a brief disconnection form Skype during this time.
Jun 7, 12:58 NZST
Update - All inbound/outbound external calling from Skype is working. There is an issue with internal Skype to Skype calling. We continue to investigate.
Jun 7, 12:20 NZST
Monitoring - We are aware that there are still some issues with S4B and we are working on these.
Jun 7, 10:57 NZST
Investigating - We are continuing to investigate this issue.
Jun 7, 10:06 NZST
Monitoring - A fix has been implemented and we are monitoring the results.
Jun 7, 09:59 NZST
Update - We have identified an issue that requires us to reboot our Skype for Business servers.
All Skype services will be unavailable for a short window while these reboots are completed.
Jun 7, 09:15 NZST
Investigating - After a security certificate update last night, we have had some reports of Skype for Business issues this morning. Some users are unable to dial in, and do not get a ring tone when attempting to dial out. This is currently under investigation.
Jun 7, 08:54 NZST
Jun 11, 2019

No incidents reported.

Jun 10, 2019

No incidents reported.

Jun 9, 2019

No incidents reported.

Jun 8, 2019
Hamilton Data Center - Generator maintenance
Completed - The scheduled maintenance has been completed.
Jun 8, 16:00 NZST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 8, 08:00 NZST
Scheduled - To ensure continued reliable operation, regular maintenance is performed on the generators at the Kapau Data Center.

The generator will be taken offline while the filters and oil are changed, coolant additive is checked etc. While the work is performed on the generator, affected data floors will rely on the spare board in the event of a power failure. Once the oil change is complete and if required a generator can be reinstated within 10 minutes.

The activity is of a significant nature, however a spare generator is available and the risk of outage is low.
Apr 24, 12:34 NZST
Skype for Business Certificate testing
Completed - The scheduled maintenance has been completed.
Jun 8, 00:30 NZST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 7, 21:30 NZST
Scheduled - Engineers will be undertaking testing to determine root cause of today's issues with the update Skype for business certificate
Jun 7, 18:54 NZST
Jun 6, 2019
Skype for Business - Certificate renewal
Completed - The scheduled maintenance has been completed.
Jun 6, 21:30 NZST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 6, 20:00 NZST
Scheduled - We will be performing updates to Skype for Business certificates. During this update process, service performance will be degraded.
Jun 6, 09:52 NZST
Office 365 - Outlook credential prompts issue
Resolved - This incident has been resolved.
Jun 6, 08:34 NZST
Monitoring - Microsoft have advised that a change has been rolled back and the Outlook Credentials issue is now resolved. If you have experienced this issue, please log off & then log back on Managed Desktop. You will prompted to enter your password for the first time but no further prompts will appear.

If you have any issues, please contact Lucidity Helpdesk - 0800 467 833.
Jun 5, 12:01 NZST
Update - Managed Desktop 2014 service is now available.
Jun 5, 10:54 NZST
Update - Managed Desktop 2014 service is now available.
Jun 5, 10:52 NZST
Identified - Microsoft have confirmed (EX181544) that there is an issue where users may be receiving credential prompts when using the Outlook Client.

If you do experience this issue, please log onto portal.office.com to access your emails.
Jun 5, 10:48 NZST
Update - The issue with the printers has now been resolved. We are now focusing on the Outlook password prompt issue. Please contact the Support Team if you are experiencing this issue.
Jun 5, 09:19 NZST
Update - There may also be issues with logging into Outlook. If you experience this issue please contact the Lucidity Support Team on 0800 467 833 or support@lucidity.co.nz
Jun 5, 09:01 NZST
Investigating - We are currently investigating an issue with some users reporting printers are not available upon login to Managed Desktop 2014.
Jun 5, 08:50 NZST
Jun 5, 2019
Hamilton Data Centre - 6 monthly UPS maintenance
Completed - The scheduled maintenance has been completed.
Jun 5, 00:00 NZST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 4, 19:00 NZST
Update - We will be undergoing scheduled maintenance during this time.
Apr 29, 10:01 NZST
Scheduled - To ensure continued reliable operation, regular maintenance is performed on the generators at the Kapau Data Center.

Each UPS will be taken offline, one at a time, while maintenance inspections and cleaning are performed.
Once this is completed, the UPS will be put back online and the next UPS maintained.

By only taking one UPS offline at a time, the load will always be protected by UPS on both A and B supplies.
Should the power fail while one UPS is offline, we expect the remaining UPS’s to cover the load
Apr 29, 09:58 NZST
Jun 3, 2019

No incidents reported.

Jun 2, 2019

No incidents reported.

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