Incident Details

This page contains all current information on the status of this incident.

Incident Details
Incident Status closed
Services Impacted Office 365 mail (bristol-schools.uk)
Web Filtering
Start Time 2016-08-03 10:00 BST
End Time 2016-08-17 10:00 BST
Description Since the BLOXX upgrade, we are getting reports of very intermittent issues with access to HTTPS websites - mainly this includes access to Office 365.

We have reported this issue to BLOXX support, who are investigating.
Incident Updates
Time Detail
2016-08-09 13:07:48 BST Unfortunately this has been a particularly difficult issue to troubleshoot due to the fact that the problem occurs so infrequently and inconsistently. Various sets of log files have been gathered by BLOXX support, and they are now taking a further look into the problem to see how it can be rectified.
2016-08-12 13:14:10 BST This issue is still being investigated by BLOXX support. However, a temporary workaround has been put in place in the short term to alleviate some of the issues that users are experiencing. As a result, no SSL filtering is currently taking place where users utilise the PAC file for internet access. We recommend that where those users who do not have any proxy settings set, to use the pac file temporarily while the issue is resolved. The PAC file is located at: http://twspac.bristol-cyps.org.uk/twsfilter.pac
2016-08-12 15:23:51 BST BLOXX support believe they may have identified an issue. They have modified the filter servers and as a result we have now re-implemented SSL filtering to see if this fix resolves the issue. Any users accessing the internet via the PAC file who are still having issues accessing HTTPS websites are asked to contact the Schools IT Helpdesk on 37999 to report the issue.
2016-08-15 13:56:39 BST Further reports of problems this morning have led has to make a further change to the PAC file - this means SSL filtering is again not in place while we discuss this further with our filtering supplier. Apologies for the inconvenience.
2016-08-17 11:18:13 BST Bloxx support have been on site and have now advised us to make a change to our DNS servers to rectify the issue. This change has now been made and we have now re-implemented SSL filtering. Please contact the Schools IT Helpdesk if you have issues accessing Office 365 or Outlook. Please note that we believe the issue is ONLY related to Microsoft email services and not other HTTPS websites.
2016-08-19 08:03:18 BST Issue resolved: working with BLOXX we have modified our DNS setup to better handle Office 365 requests. We have had no reports of any issues since Wednesday 17th @ 9am . If you believe you still have an uissue please contact the Schools IT Helpdesk but at this point we believe the issue to have been fully resolved.