On June 22, 2009 we experienced a serious outage on our SureDesk™ systems.  While attempting a minor stability upgrade, our systems admins encountered an unfortunate irreversible bug that crashed the connection service to our SureDesk™ Gold environment

As it happens we also had a parallel upgrade standing by for release this weekend that we were able to move up to be in effect today and include when we restored service.

Service was down from 7:30am to 3:07pm and we sincerely regret the inconvenience to all affected SureDesk™ Gold users.   Going forward we have adjusted our upgrade policy for bugs to take less risks while system upgrades are also being rolled out. Please note SureDesk™ Platinum users were not affected.  Our Gold services don’t have a fully redundant failover standby which contributes to the difficulties in restoring service we saw today.

Also please note in addition to policy changes, we are streamlining work arounds if this were to happen again (which we do NOT expect) including old-school “Terminal Services” access and streamlined local synchronization of SureFiles™.   Feel free to contact us for more information.

On the good news Toot-Toot side you should find a number of benefits from the upgrade now that we suffered through the service interruption:

General reliability and performance improvements:

·         multi-monitor support

·         Additional intelligent printing and reliability

·         graphics and color resolution improvements - certain video such as now works better on the SureDesk™


Thanks for your patience and please let us know if we can do anything to be of help or if you need help restoring or upgrading your connection.

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