Sync to Cloud Issue Resolved

Background Info

Last week some of our Australian users reported issues syncing their devices with SafetyCloud. Our Aussie users were reporting messages such as ‘Server host name could not be found’ or on iOS, ‘Code:- 1003 an error occurred: a server with the specified hostname could not be found.’  As a result these users weren’t able to connect to SafetyCloud to perform a sync, update their devices or receive template and audit updates from SafetyCloud.  The issue was not consistent with some customers reporting some of their devices were unaffected.

The Issue

We performed much troubleshooting and found that issue was around DNS resolution to safetycloud.safetyculture.com.au affecting Telstra 3G and LTE customers in NSW, Victoria and South Australia.  Telstra Network Support confirmed a DNS issue within their network for any safetyculture.com.au domains.

Resolution

On Sunday 6th April, 2014 at 10:00am AEST, the safetyculture.com.au domain DNS management was transferred to a highly available, scalable and globally distributed DNS management system. All safetyculture.com.au domains and systems were thoroughly tested to confirm normal operation. On Monday 7th April, 2014, Telstra performed extensive DNS testing across their entire network which confirmed reliable and stable resolution of all safetyculture.com.au domains agains the new DNS service, affected customers are now being contacted by our support staff to confirm this has been resolved.

We’re please to let you know

There was no system downtime or unavailability during the DNS migration.

The SafetyCulture Team

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