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.
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.
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
The information contained in this article is general in nature and you should consider whether the information is appropriate to your specific needs. Legal and other matters referred to in this article are based on our interpretation of laws existing at the time and should not be relied on in place of professional advice. We are not responsible for the content of any site owned by a third party that may be linked to this article. SafetyCulture disclaims all liability (except for any liability which by law cannot be excluded) for any error, inaccuracy, or omission from the information contained in this article, any site linked to this article, and any loss or damage suffered by any person directly or indirectly through relying on this information.
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