Dear Customer,
We sincerely apologize for the inconvenience caused by the recent network outage. Below is a
detailed report of the incident.
Cause of the Outage
On June 19, 2024, a core router engine in Hong Kong experienced a failure, resulting in a network
outage. Although the router is designed with dual engines, initial estimates suggest a system issue
prevented automatic failover. As this router is a relatively new model, there may be a system bug. We
have sent detailed data to the router manufacturer for further analysis.
Incident Timeline
2024-06-19 09:16 Network outage in Hong Kong.
2024-06-19 09:20 Core router failure, unable to connect normally.
2024-06-19 09:25 All 100G ports failed to activate.
2024-06-19 09:45 Attempted to switch the RE routing engine to RE1, but 100G ports still could not activate.
2024-06-19 10:00 Attempted to restart the router engine RE0.
2024-06-19 10:15 RE0 restart completed, but the issue was not resolved. Proceeded to switch the routing engine to RE1.
2024-06-19 10:30 Switched the routing engine to RE1, but there were still routing issues towards China.
2024-06-19 11:31 RE1 restart completed, partial network recovery, but some network issues persisted.
2024-06-19 12:30 Removed the faulty RE0 routing engine and restarted.
2024-06-19 13:05 All lines were restored to normal.
The network outage was caused by a core router engine issue. After multiple restarts and engine
switches, the network was finally restored to normal operation by removing the faulty RE0 routing
engine. We sincerely apologize for the inconvenience caused by this outage. We will continue to
follow up on the manufacturer’s analysis to ensure similar issues do not occur in the future.
We understand the importance of network stability to you and are committed to providing more
reliable service. Thank you for your understanding and support. If you have any questions or need
further assistance, please do not hesitate to contact us.
Sincerely,
SpeedVM Technical Support Team
Wednesday, 19th June, 2024，15:30pm
