Domain Registration errors

Incident Report for Enom

Postmortem

On June 5, 2022 at 12:30 PM ET, Tucows’ Domains platform experienced intermittent service interruption impacting Enom. During this incident users were unable to purchase domains, perform domain lookups, and there were delays in registrations and transfers.

The service interruption was caused by an unexpected behaviour on one of the storage devices causing API timeouts.

On June 6, 2022 at 6:54 PM ET, The engineering team increased the timeout configuration to reduce order processing delays. At 7:55 PM ET, they performed a code change and restarted the affected device to stabilize the impacted environments.

Tucows has an immediate plan to investigate the root cause of the unexpected behaviour.

Tucows is reviewing the architecture to further prevent future interruptions.

Tucows is to review and enhance monitoring for better visibility and to address the issue in a timely manner.

Thank you,

Tucows Engineering Team

Posted Jun 27, 2022 - 12:44 PDT

Resolved

This incident has been resolved.

Posted Jun 06, 2022 - 20:33 PDT

Monitoring

A fix has been implemented and we are monitoring the results.

Posted Jun 06, 2022 - 17:12 PDT

Update

Our engineers continue to work on the root cause of the error. Domain registrations may continue to see intermittent registration failures returned with "System error; failed to retrieve; contact(s)" and/or "The operation timed out". All TLDs remain impacted.

Thank you for your ongoing patience.

Posted Jun 06, 2022 - 13:18 PDT

Investigating

We are currently investigating reports of intermittent domain registration errors causing API time out errors or "failed to retrieve contacts" errors. This issue is affecting all TLDs. Our engineering team is looking into the matter and we will update you as soon as possible. Thank you.

Posted Jun 06, 2022 - 06:02 PDT

This incident affected: API.