Itarian platform + Remote control problem

Products ITarian RMM
21

Something is working stand by

22

I have called several times. left message since no answer.
I have email support also, no response.

Does not put much faith in Itarian at this point.
They will need a good explanation for this screw up and I wonder how they will justify the lack of support.

23

The message at tp, no details Network Outage in the USA.

24

Got logged into RMM but it shows all devices offline.
We are dead in the water.

25

I am in but non of my devices are appearing online. So no remote access yet.

26

All my devices are appearing now in the remote control.

27

Now they are no longer appearing online, so down again.

28

Showed up for a few seconds then down.
Still not response from Itarian.

No excuse for this.

29

Robin @StrobeTech gets my vote too as a great guy to deal with.

1 Like
30

Greetings,

We are aware of the ongoing outage, and are working on the issue.

We apologize for the disruption in service, and we thank you for your patience.

31

Same issues here!!

32

@DylanPage Is this outage just for customers on the US platform? The EU platform is working ok for us.

33

I can’t really understand how Itarian can handle this so bad.
No information the forums.
No response to the forum.
I sent an email to support at noon CST and got a response at 5pm, see below at the ridiculous response.
I called several times to support with no answer left a message. Got a call back at 6:30pm and was told he just got my voicemail.

Unplanned maintenance?
Who does unplanned maintenance that brings down the full network.
Does not include anything about an ETA.

Frankly, this is not acceptable for a company that sells mission critical services.

Services goes down and nobody around to respond.

Discussion
Anish Joykutty
2/24/2022 10:47 PM
Dear Customer. 
								Thank you for contacting ITarian Support Team.
								
								We are sorry for the inconvenience. We had unexpected maintenance issue on our end, and it caused the outage at the moment. The issue has been reported to the back-end team and they are working on to fix it at the earliest.
								
								Regards,
								Adam
								ITarian Support </td>
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														<td><b>PAIR-PROD</b></td>
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														<td>2/24/2022 10:46 PM</td>
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								<td>Your #4640187 ticket is assigned to Anish Joykutty and the ticket is in "In Progress" status </td>
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														<td><b>Heimir Eidskrem</b></td>
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														<td>2/24/2022 7:57 PM</td>
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34

and its still down with no ETA.

What will Itarian do to prevent this poor service and response from happening?

35

Still having issues with our itarian services as well. Tickets are not getting answered. We cant conduct business at the moment.

36

Itarian has never cared to communicate to their customers when they are having issues, it doesn’t surprise me that anything different has happened this time. Their status page says everything is great yet they have a banner at the login page saying there are issues but points to a comodo forum post that says all was resolved yesterday and no response to the person who asked about Itarian still being down.

It’s once again disappointing however it isn’t surprising.

37

Same issue for 2/25/22 at 2am CST

38

I just realized that Itarian support emails are going to SPAM folders.

ITarian, add the SMTP2Go SPF info to your DNS. Here, I’ll even point you in the right direction.

https://mxtoolbox.com/c/outboundemai…blic=SMTP-2-Go

::facepalm::

39

they apparently are not taking the situation very seriously, or do not have enough support to handle the platform. I question if this issue is related to some sort of DDOS attack or another cyber event.

Also, this page is completely useless:
Service Status (comodo.com)

40

Guess I will be looking into other platforms, I only support about 80 endpoints so I can only imagine what others with 100’s of machines are dealing with.