Tronic Cloud Incidents and Status Page - Notice history

All systems operational

100% - uptime

Voice Infrastructure (Melbourne) - Operational

100% - uptime
01/11/2024
01/12/2024
31/01/2025

Voice Infrastructure (Sydney) - Operational

100% - uptime
01/11/2024
01/12/2024
31/01/2025

Tronic Cloud V1 Voice Infrastructure - Operational

100% - uptime
01/11/2024
01/12/2024
31/01/2025
100% - uptime

StartUP Server 1 - tronic.3cx.com.au - Operational

100% - uptime
01/11/2024
01/12/2024
31/01/2025

StartUP Server 2 - troniccloud.3cx.com.au - Operational

100% - uptime
01/11/2024
01/12/2024
31/01/2025
100% - uptime

Tronic Support Ticketing System - Operational

100% - uptime
01/11/2024
01/12/2024
31/01/2025

VoIP Portal - Operational

100% - uptime
01/11/2024
01/12/2024
31/01/2025
100% - uptime

Tronic NBN Internet by Aussie Broadband - Operational

100% - uptime
01/11/2024
01/12/2024
31/01/2025

Tronic SMS for 3CX and/or SMS Portal (text.tronic.com.au) - Operational

100% - uptime
01/11/2024
01/12/2024
31/01/2025
100% - uptime

Amazon Web Services → Sydney Datacentre - Operational

Amazon Web Services → EC2 Sydney Datacentre - Operational

Amazon Web Services → EC2 Melbourne Datacentre - Operational

Amazon Web Services → Lightsail Sydney Datacentre - Operational

Notice history

01/01/2025

Inbound Virtual Mobile Calling Interruption from Telstra Mobiles
  • Update
    Update
    This incident has been resolved.
  • Resolved
    Resolved

    Telstra engineers have identified a recent change within their infrastructure that caused some calls to be disconnected at the 13-second mark. They have now performed a rollback of the change to resolve the issue.

    Tronic engineers will continue monitoring call durations throughout this evening and tomorrow morning to confirm that the issue is no longer present.

  • Monitoring
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Identified
    Identified

    Tronic is aware of an upstream connectivity issue affecting some inbound calls towards virtual mobile numbers, specifically where the caller is using a Telstra mobile. This is resulting in calls disconnecting after 12-13 seconds.

    Outbound calls or inbound calls to geographic or 13/1300/1800 are unaffected, and calls to virtual mobile numbers from other mobile providers (Optus/Vodafone) are unaffected.

    As a temporary workaround, you can connect normally by calling back an affected caller.

    The affected upstream’s technicians are working to rectify this with Telstra as soon as possible, however no ETA is currently available.

    We will provide updates as soon as we receive any further information, including ETAs, from the upstream provider.

01/12/2024

Planned Maintenance - Stage 3
  • Completed
    14/12/2024 at 6:00 PM
    Completed
    14/12/2024 at 6:00 PM
    Maintenance has completed successfully
  • In progress
    14/12/2024 at 2:00 PM
    In progress
    14/12/2024 at 2:00 PM
    Maintenance is now in progress
  • Planned
    14/12/2024 at 2:00 PM
    Planned
    14/12/2024 at 2:00 PM

    Date: 15th December 2024
    Time: 01:00 AM – 05:00 AM AEST
    Duration: Approximately 4 hours
    Impact: Reboots of servers in both primary and secondary sites.

    The final stage of our scheduled maintenance will involve server reboots at both the primary and secondary sites, performed independently to maintain SIP service availability.

    To ensure uninterrupted service, please verify: (Note: All Tronic installed, and maintained hardware is programmed correctly)

    • Equipment is registered using the FQDNs voice.tronic.com.au, voice.vic.tronic.com.au, and voice.nsw.tronic.com.au.

    • DNS SRV lookup is enabled.

    If you have any questions or require assistance, please contact our support team through our ticketing system at support@tronic.com.au

    Thank you for your patience and understanding.

Planned Maintenance - Stage 2
  • Completed
    13/12/2024 at 6:00 PM
    Completed
    13/12/2024 at 6:00 PM
    Maintenance has completed successfully
  • In progress
    13/12/2024 at 2:00 PM
    In progress
    13/12/2024 at 2:00 PM
    Maintenance is now in progress
  • Planned
    13/12/2024 at 2:00 PM
    Planned
    13/12/2024 at 2:00 PM

    Date: 14th December 2024
    Time: 01:00 AM – 05:00 AM AEST
    Duration: Approximately 4 hours

    Impact: Reboots of servers in both primary and secondary sites.

    During this stage, we will reboot servers at both the primary and secondary sites. These reboots will be carried out independently to ensure uninterrupted operation of SIP services.

    To avoid potential disruptions, please ensure: (All Tronic maintained and installed equipment is correctly configured already)

    • Equipment is registered using the FQDNs voice.tronic.com.au, voice.vic.tronic.com.au, and voice.nsw.tronic.com.au

    • DNS SRV lookup is enabled on your equipment

    If you have any questions or require assistance, please contact our support team through our ticketing system at support@tronic.com.au.

    Thank you for your cooperation.


Planned Maintenance - Stage 1
  • Completed
    12/12/2024 at 3:00 PM
    Completed
    12/12/2024 at 3:00 PM
    Maintenance has completed successfully
  • In progress
    12/12/2024 at 2:00 PM
    In progress
    12/12/2024 at 2:00 PM
    Maintenance is now in progress
  • Planned
    12/12/2024 at 2:00 PM
    Planned
    12/12/2024 at 2:00 PM

    Date: 13th December 2024
    Time: 01:00 AM AEST
    Duration: Approximately 1 hour
    Impact: No service interruptions or server reboots.

    We will be performing routine maintenance on our sip trunk and billing infrastructure. This stage is designed to enhance the reliability and security of our servers. There will be no impact on services during this window.

    If you have any questions or require assistance, please contact our support team by our ticketing system at support@tronic.com.au

    Thank you for your understanding.

01/11/2024

Tronic SMS for 3CX and SMS Portal Issues
  • Resolved
    Resolved

    Resolved - Resolved: SMS Service Issue

    We are pleased to inform you that the issue affecting our SMS services has been resolved. Our upstream carrier has added additional SMS routes to improve reliability. If you are still experiencing any issues, please advise us. We apologize for any inconvenience this may have caused and appreciate your patience.

  • Identified
    Identified

    Update: Telstra Number Delivery Issue Affecting SMS

    We have confirmed the issue is limited to sending and receiving SMS on Telstra numbers. This is an upstream Telstra delivery problem, and Tronic SMS systems are affected by association.

    In our testing, SMS to Vodafone and Optus networks are working as expected.

    For more information, visit: Telstra Status on Downdetector.

    We will provide updates as we learn more.

  • Investigating
    Investigating

    We are aware of an issue affecting some clients using Tronic SMS for 3CX and/or the SMS Portal (text.tronic.com.au). The cause is currently unknown, but our team is actively investigating and working to resolve the problem. We will provide updates as soon as more information becomes available. Thank you for your patience.

New scheduled Legacy V1 SIP trunk maintenance - Outbound Calling
  • Completed
    23/11/2024 at 11:00 AM
    Completed
    23/11/2024 at 11:00 AM
    Maintenance has completed successfully
  • In progress
    23/11/2024 at 10:00 AM
    In progress
    23/11/2024 at 10:00 AM
    Maintenance is now in progress
  • Planned
    23/11/2024 at 10:00 AM
    Planned
    23/11/2024 at 10:00 AM

    Please be advised that upstream senior voice engineers will be conducting an upgrade to the partner SIP trunking platform at sip.tronic.com.au or 202.52.129.50.

    NOTE: This doesn't affect 3CX clients. Only a small number of legacy and Avaya VoIP clients.

    During the window, the SIP trunking server on 202.52.129.50 will be migrated to an upgraded call distribution platform.

    This upgrade will enhance the service performance and reliability, provides additional resiliency to our voice platform and enables us to deliver new features and technologies

    While no direct impacts are expected, and we have thoroughly tested everything prior to the migration. If you do have any issues , please let us know by support ticket at support@tronic.com.au if you have any issues.

Scheduled Maintenance - SIP Trunking - Saturday 16/11/24
  • Completed
    16/11/2024 at 11:00 AM
    Completed
    16/11/2024 at 11:00 AM
    Maintenance has completed successfully
  • In progress
    16/11/2024 at 10:00 AM
    In progress
    16/11/2024 at 10:00 AM
    Maintenance is now in progress
  • Planned
    16/11/2024 at 10:00 AM
    Planned
    16/11/2024 at 10:00 AM

    • Change: During the window, (SIP trunking, including residential and Voice Line customers) will be migrated to an upgraded call distribution platform.

    • Expected Impact: While no direct impacts are expected, and we have thoroughly tested with the most common systems connected to our platform, it is possible that some rarely used devices will face compatibility issues. We will be monitoring our email support channels immediately following the change and throughout Sunday to address any unlikely issues.

    Reason for the Change: This upgrade will enhance the service performance and reliability, provides additional resiliency to our voice platform and enables us to deliver new features and technologies.

Service Update: Inbound Call Issues to Teams
  • Resolved
    Resolved

    Calls have started to connect yesterday afternoon @ 17:00 ACDT. At this time, it seems calls are working as expected. If you are still experiencing inbound call issues on Teams services, please let us know.

  • Investigating
    Investigating

    • Posted at: 2024-11-12 15:18:04 +1100

    • Affected services: Voice Infrastructure (Sydney) and - Voice Infrastructure (Melbourne)

    Investigating - We are aware of an issue affecting inbound calls to Teams customers. The inbound calls are reaching the our network, but fail when passed to Microsoft. We are investigating and will provide more details as we identify the source of the problem.

    Please note this does not affect outbound calls from Teams customers.

Service Update: Inbound Call Issues from Telstra Network
  • Resolved
    Resolved

    Our upstream carrier has confirmed that the fix deployed by Telstra on 14/11/2024 successfully resolved the issue, and no further problems related to this fault are expected. If you continue to encounter issues such as no audio or "ticking" noises on mobile inbound calls (specifically with Telstra), please contact our support team at support@tronic.com.au.

  • Update
    Update

    Latest Update:

    Telstra have deployed a software correction on 14/11/2024. Initial observations of voice traffic indicate improvement, with no poor call quality detected. Further analysis is underway to confirm that the root cause has been fully addressed, with continuous traffic monitoring ongoing today.

    If you continue to experience no audio or "ticking" noises from Mobile inbound calls (specifically Telstra), please contact our support desk on 0870785300.

  • Update
    Update

    Latest Update:

    Telstra is deploying a software correction that we are hopeful will resolve the issue. This update is currently being applied and is expected to be implemented by close of business today.

    We will continue to provide feedback as we receive updates.

  • Update
    Update

    Current Update:

    Telstra has identified potential network factors that may require further investigation. To assist in their analysis, they have requested updated call samples, which have been provided.

    The analysis has been handed to the subject matter experts (SMEs) responsible for the network area in question to determine next steps towards identification and resolution.

    We will continue to provide feedback as we receive updates from our upstream carrier.

  • Update
    Update

    The engineering team at Telstra is actively working to resolve an ongoing fault affecting several telecommunications providers, including Aussie Broadband, Symbio.

    While the direct impact to Tronic clients is currently limited to a couple of clients, the issue spans multiple service providers, leading to broader service disruptions.

    We appreciate your patience as we work with our upstream carrier to address the problem. Further updates will be provided as we receive additional information.

    Thank you for your understanding and patience.

  • Update
    Update

    Telstra has not yet confirmed or located the source of the problem, and no ETA has been provided.

    We continue to liaise with our upstream carrier on progress towards a resolution. While we are pushing our upstream carrier to expedite the fix, ultimately, we are dependent on Telstra to resolve this incoming call issue.

    Thank you for your patience and understanding.

  • Update
    Update

    There is still a known issue with poor inbound audio quality from the Telstra mobile network to various providers.

    Our upstream voice engineering team is working closely with this carrier to resolve this as soon as possible, and the issue has been escalated.

    Unfortunately, we do not have an estimated restoration time yet. We will provide updates as soon as they become available. Thankyou.

  • Monitoring
    Monitoring

    Tronic is still waiting for updated information from upstream carriers in relation to Telstra number issues.

  • Identified
    Identified

    We are currently aware of an issue affecting inbound calls from Telstra’s network. Users may experience symptoms such as absence of audio and ticking noises. The issue appears to be intermittent and is mostly affecting calls from mobile numbers.

    Our upstream carrier has confirmed that the issue originates from the Telstra network. They have logged a ticket with Telstra and escalated the matter.

    We will provide further updates as we receive more information from our upstream carrier.

01/11/2024 to 01/01/2025

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