Intermittent Matrix Access Issue - TroubleShooting Guide and Workaround Videos
July 23, 2023
Valued Stellar Customers:
We understand that many of you have been experiencing access issues with Matrix due to an ongoing situation with the internet provider Spectrum. We genuinely appreciate your patience as we work diligently to resolve the issue. We want to assure you that restoring seamless access to Matrix for all our customers is our top priority. Your loyalty means everything to us, and we are determined to deliver the excellent service you expect.
As we work towards a resolution, please feel free to reach out to our customer support team at support@stellarmls.com, if you have any questions or require assistance.
Here's What We Know
- The Stellar MLS technology and operations team engaged with Spectrum Enterprise Solution Support and has confirmed the issue is on Spectrum's side (intermittent Domain Name System, also known as DNS, security issue.) We escalated through several levels of Spectrum's support team to finally get them to open a formal ticket for the issue and also initiate a service ticket with Amazon Web Service (AWS)*, their cloud server provider.
- The issue is only with Spectrum, not other internet service providers. Xfinity, Century Link, and other providers have no reported cases. Stellar MLS staff using other providers can't replicate the issue.
- Matrix is not the cause. All security certificates are up to date and loaded into the servers. CoreLogic opened a ticket with AWS to check their servers; no issues were reported. However, CoreLogic is providing support to help resolve the issue.
*Amazon web service (AWS), is an online platform that provides scalable and cost-effective cloud computing solutions. AWS is like a big digital storage and processing space that you can rent. It is one of the three most popular cloud service solutions in North America, along with Microsoft Azure and Google Cloud Platform.
Troubleshooting Guide and Workaround Videos
Please note that the Firefox browser is not impacted by the issue.
The MLS-Touch app is unaffected and can be used to access Matrix listing data, saved searches, and contacts. Download from your Google Play Store or App Store and access via SSO with your Stellar MLS credentials.
Thank you for being a valued Stellar MLS customer!