RCA Review: Addressing Latency in the NY Region Tuesday, July 25

 

Today we had an incident that lasted for approximately one hour in the NYC region. I wanted to take the time to address this incident and review what happened, why it happened, what we did to resolve it, and what we’re doing to prevent future issues like this. 

 

Impact and cause of incident

The incident began at 11:00 a.m. ET when some customers in the New York City region experienced high latency over our DNS1 Anycast network. 

The cause of this incident stemmed from an issue with one of our hosting providers in which a circuit was inadvertently turned off. This resulted in DNS traffic to the Washington, D.C. region to be rerouted to servers in New York City. While this traffic shift is what we expect BGP to do in instances like this, the load was too great to resolve some requests in a timely manner. This resulted in the latency issue experienced by some of our customers.

Prior to receiving our first ticket, our team had already recognized the issue was with that particular upstream provider. We had visibility into the traffic moving from DC to NYC, and we were able to fully diagnose and solve the issues by 12:10 p.m. ET—24 minutes after our first support ticket was received.

But we’re committed to doing better. We’ve already had plans to increase our load capacity, including the NYC region, which will allow us to have greater resilience in the case of unbalanced loads resulting from unplanned traffic shifts. Our goal is to serve our customers and provide the best possible experience.

A while ago, I promised transparency, action, and accountability. I’m here to keep that promise.

Search
  • There are no suggestions because the search field is empty.
Latest posts
The Consequences of Non-Compliance and Managing Risks with DNS Filtering The Consequences of Non-Compliance and Managing Risks with DNS Filtering

Compliance doesn’t have to be complicated. With the right safeguards in place, many of the day-to-day requirements can be met with simple, lightweight controls. The real challenge isn’t necessarily the effort to stay compliant, but the consequences of slipping out of compliance.

How to Block Unwanted Websites On The Company Network How to Block Unwanted Websites On The Company Network

Internet access is essential to the productivity of most organizations—but not everything on the Internet is work-appropriate or safe. From time-wasting sites to phishing domains, employees can unintentionally expose your company to productivity loss, legal risks, or cyber threats just by visiting the wrong webpage. And before you think it couldn’t happen to you or your team—even the most cybersecurity aware can be duped by emerging threats like ...

DNS Filtering: How Does It Work? DNS Filtering: How Does It Work?

DNS Overview: What Is It and Why Does It Matter?

When you type a web address (like www.example.com) into your browser, a Domain Name System (DNS) lookup occurs behind the scenes. This process translates the website’s domain name into its corresponding IP address (e.g., 123.45.67.89). Some people compare DNS to a phonebook or directory for the internet.

Explore More Content

Ready to brush up on something new? We've got even more for you to discover.