Since launching Cloud Files support last week, we’ve seen an overwhelming response from both new and existing users. Unfortunately we have seen this demand create some unexpected capacity constraints in the system and resulted in some system disruptions between the Jungle Disk and Cloud Files systems. Rackspace has had to temporarily disable some accounts (about 1-2% of all JungleDisk users) while the issues are resolved. If you are receiving errors while accessing a Cloud Files online disk you are likely in this group. We have sent an e-mail to affected users, but wanted to post a blog update as well to update you on the current status. Please know that no data loss has occurred.
Rackspace is currently adding users back to the system gradually until everyone is active. For current status, please monitor the Cloud Files Status page. We’ll be working closely with Rackspace going forward to ensure that sufficient capacity is always available for Jungle Disk users.
Note that Amazon S3 users and online disks on the Amazon S3 service are unaffected by the current situation.
8 Comments
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Chris said,
March 22, 2009 @ 2:26 pm
When did this outtage begin and what is the expected resolution time?
Jungle Dave said,
March 22, 2009 @ 2:34 pm
Customers being experiencing issues on Saturday and the decision was made to restrict access and reopen it gradually as capacity was available. Access is being reopened on an ongoing basis, but there is not currently at set time for complete restoration. If you have specific questions regarding your account please contact support.
beq said,
March 22, 2009 @ 6:12 pm
Just to confirm, for any Jungle Disk Cloud Files problems in the future, we should continue to rely only on the Jungle Disk support website instead of the Rackspace or Mosso support websites, is this correct?
I think some Jungle Disk users had contacted Rackspace/Mosso support about the users’ Cloud Files outage, and had initially received unclear answers…
Jungle Dave said,
March 22, 2009 @ 8:32 pm
The Jungle Disk support website should be your primary contact point. We are pointing to the Cloud Files status page because it contains the most current information (we do the same for S3 when it has issues).
Philip Mikal said,
March 23, 2009 @ 2:11 am
JungleDisk has clearly missed a great opportunity to build relationships with their customers given the poor handling of this outage. It is the complete opposite of what I would expect from a Rackspace company.
I wrote an email to Jungledisk support and received a canned response – essentially a duplicate of this blog post. Since no one read it or cared to actually answer the specific issues I addressed, I assume Jungledisk has little interest in keeping me as a customer.
Jungle Dave said,
March 23, 2009 @ 4:35 am
@Philip – sorry you feel that way. We’ve had support people following up with customers all weekend and there have been regular updates on the Cloud Files status page. We’ve finally gotten to the bottom of the issue and more details will be posted soon.
Brookmyre said,
March 26, 2009 @ 9:14 am
Hi,
When will this service be opened for new customers?
John
Jungle Disk » Jungle Disk 2.60c Released – Cloud Files access restored said,
September 1, 2009 @ 10:10 am
[...] throughout the weekend with the Cloud Files team to help ease the capacity constraints we previously discussed and restore full access to to Jungle Disk users of Cloud Files. Through our investigation [...]