ISP Error Causes Continent-Wide Outage
How a single mistake by a network engineer plunged millions into digital darkness.
By Nora Belle || Senior Author of ADM
5 min read || August 12, 2024
A Backbone Engineer's Nightmare
Welcome to another installment of “Who, Me?”, where we delve into the world of tech mishaps. Today’s tale is a cautionary example of how even the smallest error can have monumental consequences.
Meet Paton, a seasoned backbone engineer working for a prominent South African Internet Service Provider (ISP) several years ago. The company held a pivotal role in the region’s digital infrastructure, managing DNS servers for countless domains, including crucial country code top-level domains (ccTLDs). This meant that the company’s operations were akin to the heart of the internet for a vast geographical area.
A Routine Task, Unexpected Consequences
As a backbone engineer, Paton was responsible for the intricate network of Access Control Lists (ACLs). These digital gatekeepers determined which users and domains could access specific network resources. The complexity of these ACLs was akin to a labyrinth, controlling not only external access but also the delicate balance of the internal infrastructure, including the critical DNS servers.
One seemingly ordinary afternoon, Paton was tasked with updating network information. A routine job, it might seem, but the pressure was on. His colleagues were enticing him with the promise of fresh air and a cigarette break. In an attempt to expedite the process and join his colleagues, Paton made a fatal error.
Instead of meticulously updating the necessary netblocks, he inadvertently replaced the entire set of ACLs. It was a single click that would have far-reaching implications.
A Continent-Wide Blackout
The aftermath was nothing short of catastrophic. The internet in much of sub-Saharan Africa ground to a halt. The network operations center was inundated with calls from irate customers experiencing connectivity issues. The scale of the outage was unprecedented, and the company was thrust into a crisis management mode.
To compound the situation, rumors of a sophisticated hacker attack began to circulate. A local tech news outlet even ran a story claiming that a mysterious hacker had caused the outage. The company now faced a dual challenge: restoring internet connectivity while simultaneously combating false accusations and protecting its reputation.
The Truth Emerges
As the dust began to settle, the truth emerged. There was no malicious attack; it was a case of human error. Paton had accidentally wiped out the critical ACLs, leaving the network in a state of chaos. The realization was a bitter pill to swallow for the company, but it was essential for moving forward.
The process of restoring the ACLs and rebuilding the network was a Herculean task. It required the combined efforts of engineers working tirelessly to piece together the intricate puzzle. In the aftermath of the incident, the company implemented stringent change management protocols to prevent such a disaster from happening again.
Lessons Learned
Paton’s experience is a stark reminder that even the most experienced professionals can make mistakes. The pressure to meet deadlines and the allure of a short break can cloud judgment and lead to unforeseen consequences. It is crucial to maintain focus and prioritize accuracy, especially when dealing with critical systems.
The incident also highlighted the importance of robust disaster recovery plans. While no system is entirely immune to failure, having well-defined procedures in place can significantly mitigate the impact of such events.
Your Turn to Share
We’ve all made mistakes, some more costly than others. Have you ever experienced a tech mishap that caused unexpected chaos? Share your story with us by clicking here. Your experience might help others learn from your mistakes and prevent similar incidents.
By sharing our experiences, we can collectively contribute to a safer and more resilient digital world. Let’s continue the conversation and learn from each other.
