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Backup service degradation

This page documents progress on mitigating the Backup service degradation problems some customers currently experience. The inital description has been moved to the bottom of this page.

  • 07.04.2018 at 10:00 - Status update

  • 02.03.2018 at 15:00 - Status update

  • 26.02.2018 at 14:00 - Status update

  • 16.02.2018 at 12:00 - Initial description and mitigation plans

Work towards mitigation

Safespring is currently working at our highest priority to add resources to the service. We believe this will bring the problem under control and resume normal service quality for all users. As the migration process will be incremental we expect full mitigation to take time. The service will remain operational while this work happens.

Worklog Saturday 9.4.2018 10:00

  • Migration of data is still ongoing. No data loss or unexpected side issues have been reported during this work.

  • Max load on the main server is still high but under control. We've not had further reports of the original problem where backup sessions were incomplete.

  • Customers might still experience slow response during certain operations using the portal at peak load times - 20 to 60 seconds is not unusual. If this happens, the portal might seem stuck, but please wait to let it complete. Our experience is that the requests will eventually complete successfully.

Worklog Friday 2.3.2108 15:00

  • We've successfully developed and started using a migration process that will allow us to spread the load on the service.

  • Together with our largest customer we've migrated around ~40 nodes and their complete backup data and history. As of today, no data loss or unexpected side issues has arised.

  • We're seeing data migration speeds at around 500MB/s which is good considered the service has and still will be fully operational while the migrations take place.

  • No further customer reports of missed backing up of files has been reported. If you want to check if you might be affected, read the rest of this page.

Worklog Monday 26.2.2018 14:00

  • New hardware has been put in place and verified

  • A PKI infrastructure to expand the service to X new nodes has been verified.

  • New versions of backup clients have been developed, adding a required new CA certificate. Early releases of updated clients are available for select customers. We do not yet recommend all users to upgrade.

  • A first batch of nodes has been replicated, verified and successfully moved to the new server. We work with select customers in this process, focusing on relieving load on the main server as quickly as possible.

  • As we mature the replication process we expect to be able to move much larger batches of nodes, speeding up the migration considerably.


We have been experiencing database load issues on the server on which the BaaS service is based and are working on sharding the nodes among a pool of new servers. This has shown itself as a delay when using the API or the web portal while doing node operations which updated several fields at once, but we have now received reports of clients that misbehave in such a way that you might get OK reports even if the client has not inspected all of its files.

The cause of this seems to be the following:

dsmcad is the lightweight program used to keep track of when the schedule of a particular node is to be run. When this occurs, it starts the "dsmc" client to run and collects the result from it, then goes to sleep again, until the next scheduled event is set to happen.

For some reason (this has been a registered bug in the TSM client previously), with the situation now where the backend database is slower to answer queries, dsmcad ends up thinking the session is done or idle and asks "dsmc" to end, just like would happen if you run "dsmc" interactively and press Q twice to make a clean exit.

The devious part of this is that from the server side, it looks very much like the client node did backup everything it wanted to back up and then executed a clean exit, which means the nightly report will consider this run a full success.

How do you know if you are impacted or not?

We believe the chance of being impacted is related to scheduling of backups. Currently known instances of the problem occurs in periods with high to very high load on the service, typically during the night.

To check if this might have occured to a node you control, run:

dsmc query backup <file that frequently changes> -inactive

For Linux/Unix machines, you might use the file /var/log/cron. For Windows machines, some other local log file like C:\Windows\WindowsUpdate.log