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The Top Outages of 2021: Analysis and Takeaways

Presented by Angelique Medina and Chris Villemez

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Featured Speakers
Chris Villemez
Technical Marketing Engineer
Angelique Medina
Director of Product Marketing
3
Before We Begin...
• If you have any questions, please type them in the Questions window.
• If you have any audio problems, please chat us for help.
• A recording of this presentation will be sent to you in a few days.
3
@ThousandEyes
4
Agenda
• About ThousandEyes
• Noteworthy Outages of 2021
• Primer: Digital Service Building Blocks
• Top Ten Outage Countdown
• Lessons & Takeaways
• Q&A
4
@ThousandEyes
5
Actionable Insight for Internet, Cloud, and SaaS
Correlated Insights
Quickly isolate issues to app, network,
or service
Network Visibility
Overlay, hop-by-hop underlay, ISP
performance, and BGP routing
App Experience
SaaS, API, and internal app
performance and user experience
6
2021 Noteworthy Outages
Major
Significant
Shadow
Verizon
(1/26)
Facebook
(4/8)
Vodafone
India Route
Leak (4/16)
Cloudflare
Magic
Transit
(5/3)
DNS
services
DDoS'd
(May)
Rusian
telecom
route
hijacking
(6/3)
Fastly
(6/10)
Akamai
Prolexic
Routed
(6/16)
AWS
routing
issues
(7/12)
Akamai
DNS,
(7/22)
Facebook
(10/4)
Comcast
(11/9)
AWS
(12/7)
AWS
(12/15)
Azure
AD
(12/15)

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The Top Outages of 2021: Analysis and Takeaways

  • 1. 1
  • 2. 2 Featured Speakers Chris Villemez Technical Marketing Engineer Angelique Medina Director of Product Marketing
  • 3. 3 Before We Begin... • If you have any questions, please type them in the Questions window. • If you have any audio problems, please chat us for help. • A recording of this presentation will be sent to you in a few days. 3 @ThousandEyes
  • 4. 4 Agenda • About ThousandEyes • Noteworthy Outages of 2021 • Primer: Digital Service Building Blocks • Top Ten Outage Countdown • Lessons & Takeaways • Q&A 4 @ThousandEyes
  • 5. 5 Actionable Insight for Internet, Cloud, and SaaS Correlated Insights Quickly isolate issues to app, network, or service Network Visibility Overlay, hop-by-hop underlay, ISP performance, and BGP routing App Experience SaaS, API, and internal app performance and user experience
  • 6. 6 2021 Noteworthy Outages Major Significant Shadow Verizon (1/26) Facebook (4/8) Vodafone India Route Leak (4/16) Cloudflare Magic Transit (5/3) DNS services DDoS'd (May) Rusian telecom route hijacking (6/3) Fastly (6/10) Akamai Prolexic Routed (6/16) AWS routing issues (7/12) Akamai DNS, (7/22) Facebook (10/4) Comcast (11/9) AWS (12/7) AWS (12/15) Azure AD (12/15)
  • 7. 7 CDN Cloud BGP DNS The Building Blocks of Today’s Digital Services SaaS
  • 8. 8 DNS BGP Many Options, Complex Dependencies ISP Users CDN Your App Security
  • 9. 9 DNS BGP Many Options, Complex Dependencies ISP Users CDN Your App Cloud APIs Data Center Cloud IaaS Security
  • 10. 10 Step 1: DNS – Where are We Going? Users CDN Your App BGP ISP DNS Root Server TLD Server Authoritative Server
  • 11. 11 Step 2: How do We Get There? Users BGP ISP DNS CDN Your App
  • 12. 12 Step 3: CDNs - Do We Have to Travel So Far? Users Your App CDN BGP ISP DNS
  • 13. 13 Step 4: Rinse and Repeat For Services & API Calls Your App SaaS Apps Cloud APIs Data Center Backend Services
  • 15. 15 Azure AD (12/15) #9 #8 #10 #7 #6 Cloudflare Magic Transit, May 3, 2021 Comcast, November 9, 2021 Verizon, January 26, 2021 Facebook, April 8, 2021 ~40 minutes App + routing issues ~1.5 hours Authentication service returning HTTP server errors Initial phase manifested as HTTP errors (5xx, 4xx). Phase 2 showed unusual routing to one PoP with packet loss & latency – possibly part of mitigation efforts. Lesson: App providers can move users to sub-optimal or out of region PoPs at their discretion. Internet Report Ep. 34 Massive levels of packet loss for Magic Transit customers, which involves advertising customer prefixes (with their permission. Some customers were only briefly impacted due to rapidly readvertising prefixes through another provider. Lesson: Have redundancy + a playbook to activate when needed. ~2 hours Network traffic loss Internet Report Ep. 37 ~2 hours Network traffic loss + routing issues ~1 hour Network traffic loss Packet loss across US East and Midwest parts of backbone. Varying levels of user impact based on user location and service being accessed. Lesson: Outages can have very different impacts based on a variety of variables. Visibility is key. Internet Report Ep. 33 Two-part outage, with first more localized to users around Sunnyvale PoP. Second part still centered around Sunnyvale, but broad impact across Midwest and East based users. Lesson: Don’t rely on provider updates to understand what’s happening. Azure AD, an authentication service used across Microsoft and its customers services was unavailable, preventing access to a large number of services. Lesson: Authentication is a critical dependency.
  • 16. 16 Akamai Prolexic Routed, June 16, 2021 #5 • Service unavailable ~4 hours • …But very different customer outcomes • Akamai withdrew routes enabling customer mitigation by advertising through alternate provider • Some customers recovered within minutes — others impacted entire incident duration Lesson: Plan for failure and have a setup and/or playbook in place before an outage occurs because they are inevitable and no provider is immune.
  • 17. 17 Akamai Edge DNS, July 22, 2021 #4 • Duration: ~1 hour • Impacted internal DNS service used to route global users to CDN nodes • No DNS = No CDN (even though CDN was technically up and running) • DNS + CDN are intertwined complicating question of redundancy • Multi-CDN has pros and cons (but apex domain control still important) Lesson: Plan for failure and have a setup and/or playbook in place before an outage occurs because they are inevitable and no provider is immune.
  • 18. 18 Fastly, June 10, 2021 #3 • Duration: ~1 hour • CDN service unavailable across ~85% of infrastructure • Some customers mitigated by rerouting to origin or alternate CDN, while others felt full impact of incident (e.g., NYTimes vs Reddit) Lesson: Understand the role of DNS in driving mitigation actions (e.g., controlling apex domain, TTL values, etc.). Plan for failure and have a setup and/or playbook in place before an outage occurs.
  • 19. 19 AWS, December 7 & 10, 2021 #2 Lessons: Don’t rely solely on provider status updates to understand what’s happening in real time and how it impacts you. Cloud provider interdependencies can cascade impacts far and wide. • Duration: ~7 hours • Centered in US-EAST-1, but broad impact on site availability (phase 1) + management access and API gateway • Lingering performance impacts even after remediation • High-interdependence of AWS services
  • 20. 20 Facebook, October 4, 2021 #1 • Duration: ~7 hours • Yes, Facebook DNS went “offline” but the scope was broader and, ultimately, whether DNS was up or not, Facebook services were unusable. • Impact to internal tooling was compromised by outage, delaying remediation Lesson: Keep management systems and tooling walled off from production environment. Consider external providers for critical services such as DNS and monitoring.
  • 21. Brief Summary of “Shadow” Outages • The DNS Comes Under Attack, May 2021 • Routing Mishaps Fly Under the Radar
  • 22. 22 Lessons and Takeaways • BGP is only as resilient as your design enables it to be • Public cloud is fantastic! But, know the dependencies! • DNS is often the culprit when things go wrong, but how to know? • CDN can be a blackbox for IT Ops and visibility. • SaaS is great, if it can be monitored.
  • 23. 23 @ThousandEyes Learn more Free Trial / Demo Next Steps Copyright ©2022 ThousandEyes • Subscribe! https://blog.thousandeyes.com • Get a real-time view of the health of the Internet https://thousandeyes.com/outages • Sign up for a Free Trial: https://www.thousandeyes.com/signup • Request a demo: https://www.thousandeyes.com/request-demo
  • 24. Q&A