On the night of March 10, an incident occurred at the OVH datacenter in Strasbourg.
If you type “OVH incident in Strasburg” in Google or another search engine, you will receive many links with information about the details of the incident, as well as photos and videos of the incident.
The Vialatm service has become unavailable. No more than 10 minutes after the failure, we contacted OVH support.
After 2.5 hours, we received a response with information about the incident:
We are currently facing a major incident in our DataCenter of Strasbourg with a fire declared in the building SBG2. Firefighters were immediately on the scene but could not control the fire in SBG2. The whole site has been isolated, which impacts all our services on SBG1, SBG2, SBG3 and SBG4. If your production is in Strasbourg, we recommend to activate your Disaster Recovery Plan. All our teams are fully mobilized along with the firefighters. We will keep you updated as more information becomes available.
Our dedicated server was located in the SBG2 building. We sent requests to technical support about the possibility of restoring backups; about the possibility of allocating a server in any other data center, but with the same IP as our server on SBG2. Unfortunately, we have not received answers to our questions, which have been asked repeatedly. We will continue to try to contact OVH.
But since the situation is unpredictable, we decided to rent a place in another data center. The service is currently deployed and available. In order for the devices to become available and displayed on the map right now, users need to reconfigure them to a different IP address - 188.8.131.52 . All ports for all devices are the same as in the old version. As a rule, this is done by sending an SMS command to the device. The command format for a specific device should be in the instructions for it.
In all likelihood, the history and part of the settings for devices (notifications for specific devices, not for groups) are lost forever.
Users can optionally choose one of the following options:
- We return the unused amount for access to the service within a week.
- For all users who decide to continue using the Vialatm service, we will extend access to the service for an additional 24 days free of charge.