As you are aware, we have been engaged with iDirect over the last several months on a project to upgrade one of our primary network operating systems from iDS 7.0.7 to iDX 2.1.3.
Most recently, in preparation for the upgrade, we moved all customer traffic from the primary carrier location to a transitional network designed to allow all customers to continue to operate while the upgrade was performed.
This transition was accomplished with minimal service interruptions (under 5 minutes per remote), during the evening of September 9th and early morning of September 10th.
Early on the morning of September 11th, we began the process of upgrading our primary network carrier to iDX 2.1.3. During engineering validation of this new carrier, we determined that remotes were unable to acquire on the carrier frequency. iDirect engineers were engaged, and troubleshooting continued throughout the afternoon and evening of the 11th. By 20:00 that evening, iDirect had gathered sufficient information to complete a forensic analysis of the issue.
Over the course of September 12th-13th, iDirect engineers were able to reproduce the problem in their test lab. They have subsequently determined that a bug in their remote side software prevents Infinity remotes from acquiring RLock on outbound carriers with certain frequency/symbol rate combinations. Our primary outroute, unfortunately, is positioned at the precise frequency as to be affected by this software bug. This is a previously undetected problem for iDirect, and they continue to research to determine the full extent of the problem.
During a conference call this morning, we were informed by iDirect that they would not be able to develop a patch and test it to our satisfaction within the next two weeks. We have therefore determined that it is in the best interests of our customers to return our primary carrier to 7.0.7 and move all customer remotes back to that carrier.
We will begin this transfer tonight. As before, we will monitor remotes for activity and only move those who have shown no traffic for the preceding 10 minutes. It is unlikely that you will even notice that the transfer has occurred. The entire process will result in a service interruption of less than 5 minutes per remote.
Once iDirect has developed and tested a patch that fully and completely addresses the carrier acquisition issue, we will move forward with the iDX upgrade. We will notify you again at that time.
If you have any questions or concerns, please contact the NOC at 330-785-2101.