Office 365 errors with users on Telecom New Zealand

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40 posts

Geek

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#746482 17-Jan-2013 17:16

Hi all, I look after Microsoft public cloud services for SMB here in NZ which includes Office365. I recently returned from leave and had a review of this issue. When it was raised via Geekzone and other support incidents to Microsoft support our Global Network Service team was engaged – we were aware of it locally and we in fact engaged with comms from them – however based on the data that was provided they could not correlate the issue with existing known cable/network issue of the time. As its been noted here, there were issues with network connectivity and routing by carriers. We still do not know the full reason behind this, but I’ve been advised we made no network changes.

Microsoft has been working for some time now with carriers to optimise Microsoft cloud services traffic to our regional datacentres. This work is on-going and we are currently working on extending our own network to improve service performance and to help with offnet issues such as this one in the future.

We value this feedback however if you experience any service issues, please always log them with our support team via:

https://portal.microsoftonline.com/Support/ServiceRequests.aspx

If you aren’t getting any response, or need to speak with us locally, you can reach me and our team via nzcloud@microsoft.com

Ps. As noted in another current thread there is a current issue with the Seemewe cable from Perth to Singapore, this also carries much of our traffic and users may also experience some service degradation due to this.

Paul Bowkett
Microsoft New Zealand
http://microsoft365.com
http://twitter.com/paulbowkett
http://linkedin.com/in/paulbowkett

kiwirock

685 posts

Ultimate Geek

#746600 18-Jan-2013 00:19

Nice to see MS now peering at Auckland and Wellington, yesterday now. Did the fibre cable to Singapore have much to do with it?

Regs

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Snowflake

#746778 18-Jan-2013 12:14

kiwirock: Nice to see MS now peering at Auckland and Wellington, yesterday now. Did the fibre cable to Singapore have much to do with it?

NB: this comment is in relation to this NZNOG post: http://list.waikato.ac.nz/pipermail/nznog/2013-January/019728.html

This has been in the pipeline for a while now. Microsoft, and their global networking arm, have been working with Microsoft NZ who in turn have engaged a few of us 'users' in NZ to help try and find the best solution for latency and performance in the absence of a NZ Datacentre. Over the last year or two several changes and tweaks have been done - especially with Pacnet and Global Gateway - but the best final solution was obviously for a manage path direct from NZ to the Datacenters in Singapore/Hong Kong and that is what appears to be happening now.

One of the big benefits this will bring to us is that multi-party routing issues involving overseas telcos - like that in this thread - should hopefully be eliminated. Microsoft should have better visibility over the route and faults such as this one should be able to be diagnosed much faster - especially if there is a sudden decrease of traffic over the link.....

NB: This wont be a cheap exercise from Microsoft either - they are most likely paying for all your traffic to go from NZ to SIN now....

Thanks Microsoft for listening to us and actually doing something about it, and especially to Paul Bowkett at Microsoft NZ for following it through!

Sales Engineer
Snowflake
www.snowflake.com

about.me/nzregs
Twitter: @nzregs

freitasm

BDFL - Memuneh
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Geekzone

Lifetime subscriber

#746781 18-Jan-2013 12:18

kiwirock: Nice to see MS now peering at Auckland and Wellington, yesterday now. Did the fibre cable to Singapore have much to do with it?

This from NZNOG:

After following several recent threads on this list and other forums regarding Microsoft performance issues in New Zealand, I am pleased to now be in a position to solicit peering sessions at both APE and WIX (details below.) We are also peering with the route servers at both exchanges. Please feel free to email me directly with any related questions and also be on the look out for a Microsoft network engineer at NZNOG next week.

Microsoft Details:
AS macro: AS-MICROSOFT
Suggested max prefixes : 250
Prefer no MD5.
ASN: 12076
APEv4: 192.203.154.162
APEv6: 2001:07FA:0004:c0cb::9aa2
WIXv4: 202.7.0.220
WIXv6: 2001:07FA:0003:ca07::00dc
Full details at http://as8075.peeringdb.com

paulb001

40 posts

Geek

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#746860 18-Jan-2013 13:50

hi all, we have been working on enhancements for some time, with some recent offnet network issues the network operations team have been able to expedite the local point of presence overnight - this will allow ISP's to route Microsoft destined traffic to us and we then carry it to our regional datacentres. However we wont realise the full benefit of this until the seamewe cable from Perth to Singapore is repaired - something that is outside our control and affects most internet traffic out of Australia to Singapore.

Please feel free to send me feedback/questions to nzcloud@microsoft.com

Paul Bowkett
Microsoft New Zealand
http://microsoft365.com
http://twitter.com/paulbowkett
http://linkedin.com/in/paulbowkett

blur

384 posts

Ultimate Geek

#746886 18-Jan-2013 14:24

paulb001: hi all, we have been working on enhancements for some time, with some recent offnet network issues the network operations team have been able to expedite the local point of presence overnight - this will allow ISP's to route Microsoft destined traffic to us and we then carry it to our regional datacentres. However we wont realise the full benefit of this until the seamewe cable from Perth to Singapore is repaired - something that is outside our control and affects most internet traffic out of Australia to Singapore.

Please feel free to send me feedback/questions to nzcloud@microsoft.com

Thanks for the update Paul. If you could please keep us updated via this thread that would be appreciated.

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Benoire

2798 posts

Uber Geek

#749133 22-Jan-2013 20:57

Is this still going on for some people? I've lost access to most of the MS services, although they do periodically appear, I.e. I lost access to SkyDrive through the app until a short while ago but I still can't access portal.microsoftonline from the PC. Still syncing ok to the phone though. I'm with Snap.net.nz if that is of any use.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

RalphFromSnap

776 posts

Ultimate Geek

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Snap Internet

#749140 22-Jan-2013 21:10

Benoire: Is this still going on for some people? I've lost access to most of the MS services, although they do periodically appear, I.e. I lost access to SkyDrive through the app until a short while ago but I still can't access portal.microsoftonline from the PC. Still syncing ok to the phone though. I'm with Snap.net.nz if that is of any use.

Hi Benoire,

There are no known problems to MS services here, we have plenty of capacity via Hong Kong so its really only the additional latency (which everyone will be experiencing) We use MS services in house at Snap and have not noticed any service degradation throughout the whole event.

Maybe give us a call if you are still having problems?

Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator

nathan

5695 posts

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Inactive user

#749144 22-Jan-2013 21:18

Benoire: Is this still going on for some people? I've lost access to most of the MS services, although they do periodically appear, I.e. I lost access to SkyDrive through the app until a short while ago but I still can't access portal.microsoftonline from the PC. Still syncing ok to the phone though. I'm with Snap.net.nz if that is of any use.

could you explain in a bit more detail what happened to your SkyDrive please?

Benoire

2798 posts

Uber Geek

#749150 22-Jan-2013 21:25

nathan:
Benoire: Is this still going on for some people? I've lost access to most of the MS services, although they do periodically appear, I.e. I lost access to SkyDrive through the app until a short while ago but I still can't access portal.microsoftonline from the PC. Still syncing ok to the phone though. I'm with Snap.net.nz if that is of any use.

could you explain in a bit more detail what happened to your SkyDrive please?

As before it is currently sitting in the taskbar with a green bar moving under the cloud with 'processing changes' as a hover tooltip. I, however, haven't made any changes to SkyDrive for a week or so...

Outlook 2010 is also sitting with an hour glass beside the taskbar icon and hasn't connected since 7.15am this morning, I cannot connect through owa either. Only my phone works and if I connect through my office VPN I can use their connection to access my mail.

nathan

5695 posts

Uber Geek
Inactive user

#749153 22-Jan-2013 21:32

Will you please follow the steps below to collect your SkyDrive logs for us to examine?

1) Go to %localappdata%\microsoft\skydrive in explorer.

2) There should be some folders with version numbers. Find the latest one and run ?CollectSyncLogs.bat?, which should be in that folder.

3) It will generate a cab file on your desktop.

Benoire

2798 posts

Uber Geek

#749194 22-Jan-2013 22:28

Hi Nathan,

Finally worked out what service to upload with given I can't access skydrive!

Mega.co.nz came to the rescue.

Logs are here:

https://mega.co.nz/#!jwAhGJrA!RYXvMWtdTqw7N_w7nr_BxlORQJhJlFd9WsSnw88IdMA

nathan

5695 posts

Uber Geek
Inactive user

#749303 23-Jan-2013 09:09

what happens when you go to www.skydrive.com ?

did you hear back from your ISP about the connectivity issues?

It does sound like that sort of issue rather than with SkyDrive or Office 365

Atlanta55

65 posts

Master Geek

#756867 7-Feb-2013 11:25

Hi Folks,

Anyone having issues with Sharepoint on MS Office 365? It works probably 95% of the time fine but now and then we get DNS errors where the "Page cannot be Displayed" and pings to mycompany.sharepoint.com fail to get through.

Is that Singapore cable\SINGTEL issue still causing issues for people?

Regs

4066 posts

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Snowflake

#757082 7-Feb-2013 19:47

Atlanta55: Hi Folks,

Anyone having issues with Sharepoint on MS Office 365? It works probably 95% of the time fine but now and then we get DNS errors where the "Page cannot be Displayed" and pings to mycompany.sharepoint.com fail to get through.

Is that Singapore cable\SINGTEL issue still causing issues for people?

last i heard was that the cable ship was arriving at the site on Feb 15th and expecting to repair the cable on Feb 19th. Some problems with permissions to sail into the area....

BTW, this is why the Pacific Fibre cable with no redundancy idea sucks... southern cross cable is a much better architected system!

Not being able to ping mycompany.sharepoint.com is normal - the servers dont respond to 'ping' traffic as a security precaution.

Which ISP are you with? Another user was having issues with DNS records that was resolved by using a different DNS server.

Sales Engineer
Snowflake
www.snowflake.com

about.me/nzregs
Twitter: @nzregs

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