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Notices

Network Alerts

Emergency Maintenance Herndon VA - janus.axcess.host (IAD2)

27 Feb 2015 22:00


Dear Axcess Hosting Client.

Axcess Internet is aware of a problem with connectivity to one of our servers in the Herndon Virgina Data Center.

Engineers are on scene and dianosing the problem.

We will upate this message when more information becomes available.

Sincerely,
Axcess Internet®
Network Operations Center 


Scheduled Maintenance–30-Dec-2014

30 Dec 2014 20:00


Axcess Internet will be conducting maintenance on the Internet router that supports the Sunnyside Data Center at the following times/dates.

Date: 30 Dec 2014
Time: 12:00PM to 1:00PM (PDT)
Duration: 30 minutes (intermittent connectivity)

During the above time(s) access to the SmarterMail Server and Axcess’ websites will be affected.  No mail will be lost during the transition.

If you have questions or concerns regarding this maintenance, please contact the Axcess Internet Network Operations Center at 1-866-429-2377 or submit a ticket online.

Sincerely,
Axcess Internet®
Network Operations Center


Emergency Server Maintenance-LAX1

26 Nov 2014 23:56


Axcess Internet is aware of a problem with one of our servers in the LAX Data Center.  The server in question is nike.axcess.host, IP address: 72.51.38.182.

Axcess’ engineers are working diligently to repair the system and bring it back online.  We apologize for any inconvenience and trust that service will be restored within the hour.

Sincerely,
Axcess Internet®
Network Operations Center


Emergency Maintenance–Los Angeles Datacenter

30 Oct 2014 22:10


Dear Axcess Hosting Client,

The Axcess Internet Network Operations Center will be conducting emergency maintenance on the one of our servers in the Los Angeles Data Center at the times and date below:

Time: 10PM to 2AM PST
Date: October 30, 2014
Duration: 1-2 hours
Server(s) Affected: CHRONOS.VXSERVER.NET (Now: NIKE.AXCESS.HOST)
Server IP: 72.51.38.182

This server is reporting hard drive errors and the system must under go an emergency hardware diagnostic to determine the viability of the drive.

We apologize for this inconvenience and appreciate your understanding.

Sincerely,
Network Operations
Axcess Internet Services, Inc.®


Maintenance Alert: VPS Pods in Los Angeles, Toronto and Portsmouth

2 Oct 2014 18:16


Dear Axcess Hosting Client:

We would like to notify you of the upcoming scheduled maintenance windows for the upgrade of the Zunicore Pods. This required maintenance will bring our cloud platform to a later version of the software in order to best support you.

There will be a global portal outage for various periods throughout the maintenance windows listed below.

  • Maintenance Window #1
    Saturday, October 11, 2014 – Maintenance Window (11pm EST to 7am EST; 4am GMT to 12pm GMT; 8pm PST to 4am PST)
  • Maintenance Window #2
    Saturday, October 18, 2014 – Maintenance Window (11pm EST to 7am EST; 4am GMT to 12pm GMT; 8pm PST to 4am PST)
  • Maintenance Window #3
    Saturday, October 25, 2014 – Maintenance Window (8pm EST to 4am EST; 1am GMT to 9am GMT; 5pm PST to 1am PST)

Virtual Servers in the LAX datacenter may experience multiple outages throughout Maintenance Window #1 as hypervisors are upgraded. The virtual sessions will be turned off during these outages and will be turned back on, once the hypervisor comes back online. Please note that you will need to verify that any critical data has successfully been backed up prior to the maintenance window. Also, you will need to make any necessary arrangements, if there are any specific steps that need to be taken to return functionality to your application when bringing your virtual sessions back online.

Virtual Servers in the TOR datacenter will have rolling outages throughout Maintenance Window #2 as hypervisors are upgraded. The virtual sessions will be turned off during these outages and will be turned back on, once the hypervisor comes back online. Please note that you will need to verify that any critical data has successfully been backed up prior to the maintenance window. Also, you will need to make any necessary arrangements, if there are any specific steps that need to be taken to return functionality to your application when bringing your virtual sessions back online.

Virtual Servers in the POR datacenter will have rolling outages throughout Maintenance Window #3 as hypervisors are upgraded. The virtual sessions will be turned off during these outages and will be turned back on, once the hypervisor comes back online. Please note that you will need to verify that any critical data has successfully been backed up prior to the maintenance window. Also, you will need to make any necessary arrangements, if there are any specific steps that need to be taken to return functionality to your application when bringing your virtual sessions back online.

If you have any questions regarding the above maintenance please contact our Network Operations Center at 1-866-429-2377 or you may also submit a ticket online.

Thank you for your continued business and support.

Sincerely,
Axcess Internet®
Network Operations Center


Scheduled Maintenance—March 29, 2014

28 Mar 2014 23:18


Dear Axcess Mail Client,

The Axcess Internet Network Operations Team will be conducting maintenance on @netaxcess.com mail domain.  We will be migrating this domain and all email to the Office 365 solution.  This will require DNS changes to the @netaxcess.com mail domain which may cause customers to experience delays in sending and receiving emails as the ISP updates their local DNS records.

We apologize for the inconvenience; however, it is necessary in order to meet our migration deadline to the new mail solution.  More information on this change can be found here.

If you have problems connecting to the mail server via your email client software (i.e. Outlook, Outlook Express, Windows Live Mail, Mac Mail, etc…) please visit our Webmail Application at https://secure.axcessmail.net to access your email.

Sincerely,
Axcess Internet®
Network Operations Center


Maintenance Notice-20131122-01

16 Nov 2013 08:01


Dear Axcess Customers:

The Axcess Internet Network Operations Center will be conducting an upgrade of JUNOS version on the core routers within the data center. This upgrade is necessary to resolve an existing bug related to viewing certain statistics, as well as correct any bugs that would potentially cause issues in the future.

  • DATE:  Friday, November 22 thru Saturday, November 23, 2013
  • TIME:   Fri 23:59 - Sat 04:59 (PDT)
  • EQUIPMENT:  Multiple Core Routers
  • DURATION:  Five (5) hours
  • AFFECTED MARKET(S):  Virtual Servers in the Los Angeles Data Center (LAX1)

To maintain full functionality during this time, Engineers will take advantage of the redundant router configuration by failing over traffic to one router while upgrading the JUNOS on the other router.

Customers should not experience any downtime throughout this window.  If you do encounter problems please contact our Support Team by phone at 1-866-4AXCESS (429-2377) or you may also open a ticket by clicking here.

If you have any questions or concerns regarding this maintenance notice please contact us at 1-866-4AXCESS (429)-2377 or open a support ticket.

Sincerely,
Axcess Internet®
Network Operations Center


Virginia Data Center Event

5 Nov 2013 05:35


Dear Axcess Customer,

We are currently experiencing an issue in our Virginia Data Center (IAD2), that may be impacting your solution.

We are working quickly to resolve this matter.

Further details to come, as more information becomes available.

We thank you for your patience.

Axcess Internet®
Network Operations Center


Emergency Power Maintenance July 29 2013 8:00AM to 12:00AM EDT

27 Jul 2013 07:26


Dear Axcess Client,

On Monday evening, July 29, between the hours of 8:00pm and 12:00am EDT, the Axcess Network Operations Center, in collaboration with our upstream provider Engineering Team and building management engineering team, will be performing maintenance on the electrical panel feeding power to the Virginia Data Center (IAD).  This maintenance was deemed necessary after a routine IR scan confirmed that two circuit breakers that feed the power distribution units (PDU) in the data center need to be replaced before there is a failure. If one of those breakers were to fail, the feed to the PDU would be disrupted and it would go down thus causing the servers on that PDU to shut down. As this is potentially a service impacting event, we are working with the our upstream provider and building engineering team to repair these breakers before the failure happens unexpectedly. The building management team requires the maintenance be performed at this time.

Our upstream provider engineers will be onsite to assist with the maintenance and Axcess NOC personnel will be monitoring the maintenance in real-time in order to be prepared to troubleshoot any issues if necessary. Please be advised that the scheduled work should NOT be service impacting. However, best practices for maintenance of this nature suggest that a full off-site backup be created in advance as a precautionary measure.

If you have any questions, please feel free to contact us at the Axcess Support Center or by phone at 1-866-4AXCESS.

Thank you for you continued business and support

Sincerely,
Axcess Internet
Network Operations Center


Emergency Maintenance

25 Jul 2013 07:51


Dear Axcess Member,

The Axcess Internet Network Operations Team will be conducting emergency maintenance on all Axcess Mail Servers.  We will be updating IP Addresses associated with the server.  Although we do not expect any outages from the server itself; customers may experience delays in sending and receiving emails as their ISP updates the local DNS records.

We apologize for the inconvenience; however, it is necessary in order to remove our servers from an arbitrary block placed on our servers by MSN, Hotmail and AOL.

If you have problems connecting to the mail server via your email client software (i.e. Outlook, Outlook Express, Windows Live Mail, Mac Mail, etc…) please visit our Webmail Application at https://secure.axcessmail.net to access your email.

Sincerely,
Jim Restucci
CEO, Network Operations
Axcess Internet Services, Inc.®


RCA for May 7, 2013 Network Service Degradation in Herndon, VA Data Center

22 May 2013 05:32


On May 7, 2013 at approximately 3:19 PM ET, customers of the Herndon Data Center (IAD) experienced, to varying degrees, a degradation of network service that lasted for roughly 9 minutes. The issue causing the degradation was mitigated and traffic normalized by 3:28 PM ET.

At 3:19 PM ET, the Axcess Internet Network Operations Center began receiving alerts for multiple devices missing polls in our Herndon Data Center (IAD). Network Engineers and the Data Center Operations team were immediately mobilized to begin an investigation of the alerts.

Upon inspection of the issue, the teams were able to determine that an error occurred in the automated provisioning of a firewall that had allowed the trusted and untrusted ports of the firewall to reside on the same VLAN. This error resulted in a network loop that consumed network resources and created varying degrees of latency and packet loss for customers on the affected switch segment. The firewall was disabled from the network and traffic normalized at 3:28PM ET.

Currently, the Axcess Engineering, Data Center Operations, and Network Operations teams are investigating the root cause of this provisioning issue and will put into place any corrective measures needed to prevent future occurrences.

Axcess sincerely apologizes for any inconvenience this may have caused and appreciates your patience as we worked to remedy the issue.

Should you have any additional questions, please contact us through your normal support channels, or visit the Axcess Support Center online.

Sincerely,
J. A. Restucci
CEO, Network Operations
Axcess Internet Services, Inc.®


Setup E-Mail Using Outlook 2003

9 May 2013 05:37


Current revision posted to Technical Support by Axcess Internet® on 5/8/2013 3:37:16 PM

Setup E-Mail Using Outlook 2003

Filed under: email, Setup, Configuration, Outlook, mail, 2003, emailconfig

 

How do I set up Outlook 2003 for POP3 or IMAP4 access to my e-mail account?

 

  1. Open Outlook 2003. If the Outlook 2003 Startup page doesn't open, do the following:
    1. On the Tools menu, click E-Mail Accounts.
    2. On the E-Mail Accounts page, under E-mail, click Add an e-mail account, and then click Next to go to step 2.
    If the Outlook 2003 Startup page opens when you start Outlook:
    1. Click Next on the first page of the wizard.
    2. On the Account Configuration page, click Next again.
  2. On the Server Type page, select IMAP or POP3, and then click Next. Consider using IMAP because it supports more features.
  3. Provide the following information on the Internet E-mail Settings page:
    Under User Information:
    1. In the Your Name box, enter the name you want users to see when you send e-mail from this account.
    2. In the E-mail Address box, enter your e-mail address.
    Under Server Information:
    1. If you're using IMAP, enter your IMAP server name in the Incoming mail server (IMAP) box. If you're using POP, enter your POP server name in the Incoming mail server (POP3) box.For information about how to find your incoming POP3 or IMAP4 server name, see Finding the Server Settings.
    2. In the Outgoing mail server (SMTP) box, enter the SMTP server name.For information about how to find your outgoing SMTP server name, see Finding the Server Settings.
    Under Logon Information:
    1. In the User Name box, enter your e-mail address.
    2. In the Password box, enter your password. If you want Outlook to remember your password, make sure the check box next to Remember password is selected.
      note
      Note:
      Don't select Log on using Secure Password Authentication (SPA).
      • At the lower-right side of the page, click More Settings, and then fill in the Internet E-Mail Settings dialog box as follows:
        1. On the General tab, under Mail account, type the name you want to use for this e-mail account.
        2. On the Outgoing Server tab, select My outgoing server (SMTP) requires authentication. Make sure Use same settings as my incoming mail server is selected.
        3. On the Advanced tab:
        • Under Incoming server (IMAP), or Incoming server (POP3), select the This server requires an encrypted connection (SSL) check box.
        • Under Outgoing server (SMTP), select the This server requires an encrypted connection (SSL) check box, and then click OK.
        • If you're using POP3 and you want to keep a copy of your messages on the server, under Delivery, click Leave a copy of messages on the server. If you don't select this option, all messages will be removed from the server and stored locally on your computer.
      • On the Internet E-mail Settings (IMAP) page, click Next.
      • On the Congratulations page, click Finish
      • If you're using IMAP4, a message appears that asks you if you want to download folders for the mail server you added. Click Yes. Use the Outlook 2003 user interface to select which folders to synchronize between the server and your local computer, and then click OK.

Maintenance Notice-20130315-01

18 Apr 2013 14:00


Dear Axcess Customers:

The Axcess Internet Network Operations Center will be conducting an upgrade to our Primary Enterprise Mail Server on the dates and times indicated below.

  • DATE:  Saturday, March 20, 2013
  • TIME:   00:00 to 01:00 (GMT +8)
  • EQUIPMENT:  Primary Mail Server, 5460DQC-LAX1
  • DURATION:  Approximately one (1) hour
  • AFFECTED MARKET(S):  Enterprise and Dial-Up Internet Mail (Note: Axcess Enterprise Connect users will not be affected by this maintenance)

During this maintenance customers should experience very little downtime, if any.  While the primary mail server is being upgraded, the secondary and tertiary mail servers will handle all mail traffic.

We apologize in advance for any inconvenience.

Questions or concerns regarding this maintenance notice should be addressed by contacting us at 1-866-4AXCESS (429)-2377 or by opening a support ticket.

Sincerely,
Axcess Internet®
Network Operations Center


What is Remote Axcess

14 Apr 2013 13:22


Current revision posted to Technical Support by Axcess Internet® on 4/13/2013 11:22:15 PM

What is Remote Axcess

Filed under: Axcess, remote-axcess

Remote Axcess PIN

Remote Axcess

Axcess Internet® - Remote Axcess

For you security and safety Axcess Internet® uses LogMeIn® Rescue to conduct our Remote Axcess sessions. When directed to do so by our technician enter your name and PIN above and click on the CLICK HERE button.

How does this work?

In order for our technician to connect to your system we must install a small program on your computer which will give our technician the ability to remotely control your computer.

Once connected you will be able

This article has moved to watch everything that our technician does and you maintain control over your machine during the entire session, you can instantly disconnect the session or take control from the technician at any time.  Upon completion of your session the software will automatically disable itself until the next time you require a session.

The following system requirements are needed to conduct a Remote Axcess sessionURL:

  • Microsoft Windows 7, 8, XP, Vista, Server 2003, Server 2008 (including 64 bit versions of each); Windows 98, ME, and 2000
  • Apple Macintosh OS X 10.4 (Tiger), 10.5 (Leopard), 10.6 (Snow Leopard), 10.7 (Lion), and 10.8 (Mountain Lion)
  • For optimal performance, the customer should be connected to the Internet via a broadband connection (T1, cable modem, ISDN, or DSL); 28K dial-up is also supported
  • 20MB, plus an additional 20MB of memory for each remote control session (Technician Collaboration can cause simultaneous remote control sessions on the customer device)

* If you are having problems installing the Citrix GotoManage software, Axcess recommends installing and using either Google Chrome or Mozilla Firefox instead of Microsoft Internet Explorer.

https://axcess.zendesk.com/entries/23574902-What-is-Remote-Axcess-


RCA for Feb 12th San Antonio Network Outage

19 Feb 2013 23:23


Root Cause Analysis (RCA) - Feb 12th - San Antonio Network Outage

Axcess Internet Services, Inc.® utilizes space in the PEER 1 Hosting/Serverbeach Datacenter in San Antonio, Texas.  PEER 1 Hosting/Serverbeach currently uses two unique transport providers for their circuits running between San Antonio and Dallas. The network outage that we experienced on February 12th 2013, uncovered the fact that both transport providers use a common third party, long-haul provider for the underlying fiber infrastructure.

The underlying provider was performing a planned fiber maintenance in the Waco, Texas area that ran from 00:00CT to 06:00CT the morning of February 12th.  During that maintenance, both backbone circuits that run between San Antonio and Dallas were taken offline; one for 3 hours and 30 minutes and the other for 5 hours and 13 minutes.  While both circuits were down simultaneously for 3 hours and 30 minutes, clients hosted on our servers in the San Antonio Datacenter would have seen an outage.

These transport circuits were initially ordered as diverse paths, which means that no single maintenance should be able to impact both at once. However, it was discovered during this incident that one of the providers was recently sold to another company and physical circuit path routing may have been changed without our knowledge.

Initial diagnosis of this event took longer than normal as Axcess Internet®, PEER 1 Hosting/Serverbeach was not notified of this planned maintenance. PEER 1 Hosting/Serverbeach was also performing non-impacting port reconfiguration work in the same area of the network as the fiber maintenance, so this complicated the initial diagnostics. In light of this issue PEER 1 Hosting/Serverbeach are taking the following steps:

  1. They have already been in the process of replacing two fiber providers in the San Antonio to Dallas corridor for several months now. A new deal has been signed already with a separate third provider, and has been in the deployment phase.  The end result will be a redundant circuit ring through one provider and separate redundant circuit through another.  PEER 1 Hosting/Serverbeach is taking the appropriate precautions to ensure that these new circuits will run on completely separate paths.
  2. They are working with both current providers to obtain more information about how these previously diverse circuits were diverted to be in shared paths and a full history of circuit re-locations.
  3. How the transition of the account was handled when one provider changed ownership and why they were not properly informed of the planned maintenance.  They are also following up with the second provider regarding their lack of notification.
  4. They are obtaining confirmation from both our current providers that there will not be any work on our circuits for the next 8 weeks.
  5. They are also performing a PEER 1 network wide audit of the current fiber paths being used throughout the transport links to ensure full network redundancy is available in all locations.

Axcess Internet® will also be auditing our escalation lists and contact detail for all transport/transit vendors. PEER 1 Hosting/Serverbeach has apologized to us and we are in turn apologizing to you.

Axcess Internet® greatly appreciates your patience and continued support and we want to assure you that we are taking steps to ensure that this type of issue will not occur again.

Sincerely,
J. A. Restucci
CEO, Network Operations
Axcess Internet Services, Inc.®

          
+1 866 429 2377
Sunnyside, Washington, 98944, United States
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