SecuReporter is often unreachable over the weekends from all across Europe

2

All Replies

  • Zyxel_USG_User
    Zyxel_USG_User Posts: 51  Ally Member
    First Comment

    OK, I tried another play- still Saturday noon CET. I try to login directly to SecuReporter. I got the 500 error in the browser. Repeatingly pressing refresh, it eventually connects to SecuReporter, but some fields are not updated in the graph. Other test connections to asian sites are OK in the meantime, no timeouts whatsoever.

    When I switch between tabs inside SecuReporter, some fields are updated, some not. Going back and forth between different tabs eg between dashboard and security indicator, it refreshes other fields and others are not updated. That happens consistently on all tabs inside SecuReporter on weekends, IF I get a logged-in session at all. This does not happen during Monday-Friday midday.

    Please investigate.

  • Zyxel_Judy
    Zyxel_Judy Posts: 2,045  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula

    Hi @Zyxel_USG_User ,

    Thank you for your detail description.

    To proceed with your case, we need some additional information. Please share the following details via private message (you can send this by clicking on my account > Message):

    1. The IP address you used to log in
    2. Your Zyxel Account username
    3. The organization/site you attempted to visit
  • Zyxel_USG_User
    Zyxel_USG_User Posts: 51  Ally Member
    First Comment

    I sent you the message, thank you.

  • Zyxel_USG_User
    Zyxel_USG_User Posts: 51  Ally Member
    First Comment

    Just in case, it is Monday now, business hours. When I use this redirection using the dots in the menu and choose SecuReporter, it takes me instantly there. This does not work on weekends.

    image.png
  • Zyxel_Judy
    Zyxel_Judy Posts: 2,045  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula
    Answer ✓

    Hi @Zyxel_USG_User ,

    The SecuReporter database error that caused Server errors (500) last Friday. The issue was fixed around 01:10 UTC+0 on Monday, and after that the SecuReporter portal is functioning normally.

    Please monitor the system this weekend. If you encounter the issue again via private message, please share:

    • A screenshot of the error
    • The IP address you used to log in
    • Your Zyxel Account username
  • Zyxel_USG_User
    Zyxel_USG_User Posts: 51  Ally Member
    First Comment

    Last weekend, SecuReporter was reachable during the weekend. Now tried to login, no chance. It is Wednesday, and a new error is shown:

    image.png

    Are we supposed to live with this, using your firewalls?…. Is this how your customers are treated?

  • Zyxel_Judy
    Zyxel_Judy Posts: 2,045  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula

    Hi @Zyxel_USG_User ,

    We regret to confirm that there was an incident with the SecuReporter portal on Wednesday, March 5th. The issue was resolved on Thursday morning. We also have the enhancement plan for this issue.

    It seems you didn’t experience any access issues with the SecuReporter portal last weekend, correct?

  • Zyxel_USG_User
    Zyxel_USG_User Posts: 51  Ally Member
    First Comment
    edited March 7

    Yes, I happily stated 😊 that last weekend SecuReporter was up and running- see above:

    "Last weekend, SecuReporter was reachable during the weekend. "

  • Zyxel_Judy
    Zyxel_Judy Posts: 2,045  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula

    Hi @Zyxel_USG_User ,

    How was your SecuReporter access on March 8th and 9th last weekend in Europe?

  • Zyxel_USG_User
    Zyxel_USG_User Posts: 51  Ally Member
    First Comment

    Hi again, thanks for asking. Yes, I am happy to mention that SecuReporter was reachable during the weekend. I am very happy observing that you take your customers' concerns seriously. Thank you.

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