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March 20, 2025 15:55 UTC

IT identified a drive that failed on the server data array. New drives were installed, and stability was restored.

Elizabeth Smith
Updated by Elizabeth Smith

Summary

ZENTRA Cloud was experiencing intermittent issues with our database. As a result, clients noticed missing data starting Saturday, 03/14/2025. This data was populated once stable connectivity was restored. This Issue affected ZENTRA Cloud 1.0, ZENTRA Cloud 2.0, API, General METER IT infrastructure, and the METER Group website. We replaced the hardware to remedy the issue.

Root cause: Drive failure in our data array occurred after planned maintenance on 03/14/2025.

Fix: Starting 03/25/2025, replacement drives were installed, synced, monitored, and validated. This was done piece-by-piece to ensure stability as they were replaced. By 03/28/2025, ZENTRA Cloud was back to a stable state.

Continuous Improvement:

  • We are investigating a new data array system that provides sync to Company Umbrella partners automatically every night.
  • METER is working with our supplier to validate that all emergency notification systems are working as expected.

Status

Resolved

Report

Resolved: March 28th - 01:00 UTC

ZENTRA Cloud incident has been resolved and there is stability to the intermittent issues with connectivity. The ZENTRA Cloud Team and METER IT have replaced hardware. Plans for future improvement and prevention are being worked on and a report will be posted soon.

Monitoring: March 27th - 018:30 UTC

ZENTRA Cloud is seeing increased stability to the intermittent issues with connectivity. The ZENTRA Cloud Team and METER IT have begun replacing hardware. Over the next [1] day the systematic replacements will be performed, and monitoring will be continuing to as the solution is applied.

Monitoring: March 26th - 018:30 UTC

ZENTRA Cloud is seeing increased stability to the intermittent issues with connectivity. The ZENTRA Cloud Team and METER IT have begun replacing hardware. Over the next [2] days the systematic replacements will be performed, and monitoring will be continuing to as the solution is applied.

Monitoring: March 25th - 018:00 UTC

ZENTRA Cloud is seeing increased stability to the intermittent issues with connectivity. The ZENTRA Cloud Team and METER IT have begun replacing hardware. Over the next [3] days the systematic replacements will be performed, and monitoring will be continuing to as the solution is applied.

Root Cause Identified: March 24th - 21:00 UTC

ZENTRA Cloud Team and METER IT has Identified the root cause of the intermittent connectivity of ZENTRA Cloud. Hardware has been ordered and will perform systematic hardware replacement as per industry standards.

Monitoring: March 23rd - 01:00 UTC

ZENTRA Cloud is seeing increased stability to the intermittent issues with connectivity. The ZENTRA Cloud Team is continuing to monitor the solution applied and working to find the root issues.

Monitoring: March 22nd - 20:00 UTC

ZENTRA Cloud is seeing increased stability to the intermittent issues with connectivity. The ZENTRA Cloud Team is continuing to monitor the solution applied and working to find the root issues.

Investigating: March 21st - 25:00 UTC

ZENTRA Cloud is seeing stability to the intermittent issues with connectivity. The ZENTRA Cloud Team has identified root cause and continuing to work toward the solution.

Investigating: March 20th - 22:30 UTC

ZENTRA Cloud is seeing stability to the intermittent issues with connectivity. The ZENTRA Cloud Team has identified root cause and continuing to work toward the solution.

Investigating: March 20th - 16:30 UTC

ZENTRA Cloud is seeing decreased stability to the intermittent issues with connectivity. The ZENTRA Cloud Team is continuing to work toward the solution.

Monitoring: March 19th - 18:50 UTC

ZENTRA Cloud is seeing increased stability to the intermittent issues with connectivity. The ZENTRA Cloud Team is continuing to monitor the solution applied and working to find the root issues.

Investigating: March 18th - 23:30 UTC

ZENTRA Cloud is seeing decreased stability to the intermittent issues with connectivity. The ZENTRA Cloud Team is continuing to work toward the solution.

Monitoring: March 18th - 15:30 UTC

ZENTRA Cloud is seeing increased stability to the intermittent issues with connectivity. The ZENTRA Cloud Team is continuing to monitor the solution applied and working to find the root issues.

Monitoring: March 18th - 03:30 UTC

ZENTRA Cloud is seeing increased stability to the intermittent issues with connectivity. The ZENTRA Cloud Team is continuing to monitor the solution applied and working to find the root issues.

Monitoring: March 17th - 22:30 UTC

ZENTRA Cloud is seeing increased stability to the intermittent issues with connectivity. The ZENTRA Cloud Team is continuing to monitor the solution applied and working to find the root issues.

Investigating: March 17th - 20:30 UTC

ZENTRA Cloud is continuing to experience intermittent issues with connectivity. The ZENTRA Cloud Team is working to find root issues and restore stability.

Investigating: March 17th - 15:55 UTC

ZENTRA Cloud is currently experiencing intermittent issues with our database. As a result, you may notice missing data starting from Saturday (3/15/25), this data will populate once stable connectivity is restored.

Please be assured that our team is actively investigating the cause of this issue and working diligently to resolve it as quickly as possible. We understand the importance of reliable data access and apologize for any inconvenience this may cause.

Follow this page to keep up to date on this incident.

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