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IIS Server Urgent Maintenance – Resolved

Posted In: Outage — Jun 17th, 2016 at 12:58 am EDT by HE: Kris G.
Shared services are affected

Incident Description:

We are currently experiencing issues with multiple IIS servers. We are investigating the issue and working to bring them back up as soon as possible. We will update this post once we have more information regarding affected servers and resolution.

Which Customers are Impacted?

Once further information is gathered

How are Customers Impacted?

Services and websites may appear to be unreachable

How often will we be updated?

Once further information is gathered

Time to Resolution (ETA)

n/a

Incident Updates

n/a

Resolution Description

All services should now be back to their normal working state

DDoS (Distributed Denial of Service) attack. Resolved.

Posted In: Security Issues — Jun 13th, 2016 at 8:46 am EDT by HE: Toi Santamaria
Cloud services are affected
VPS services are affected
Shared services are affected
my.hostexcellence.com affected

Incident Description:

We are currently experiencing a DDoS (Distributed Denial of Service) attack against our services. Our system administration team is working to identify the source IPs and block this attack.

 

When accessing  your  my.hostexcellence.com accounts you may experience slowness.

We will update this status blog post as we get additional information from our systems administrators.

Which Customers are Impacted?

Anyone visiting their my.hostexcellence.com account may temporarily experience slowness.

How are Customers Impacted?

Slowness using  my.hostexcellence.com accounts.

How often will we be updated?

30 minutes.

Time to Resolution (ETA)

N/A

Incident Updates

N/A

Resolution Description

We no longer observe slowness on our services.

CP3 Server maintenance – Resolved

Posted In: Maintenance — Jun 12th, 2016 at 2:05 pm EDT by HE: Toi Santamaria
Shared services are affected

Incident Description:

Our administrators are performing maintenance on CP3 server  to fix R/O of  the root partition.

Which Customers are Impacted?

All customers on CP3 server.

How are Customers Impacted?

Services affected - Control panel  access and Webmail

How often will we be updated?

N/A

Time to Resolution (ETA)

110 minutes.

Incident Updates

  • 2016-06-12 2:26 PM EST - CP3  server under FSCK
  • 2016-06-12 3:36 PM EST - ETA is expected in another 20 minutes

Resolution Description

FSCK is completed and services restored.

iis319 server is down.Resolved.

Posted In: Outage — Jun 12th, 2016 at 10:25 am EDT by HE: Toi Santamaria
Shared services are affected

Incident Description:

Our administrators have found an  issue causing iis319 to be intermittently down.   The administrators are currently investigating .

Which Customers are Impacted?

All customer on affected server.

How are Customers Impacted?

Services unavailable.

How often will we be updated?

N/A

Time to Resolution (ETA)

10 minutes.

Incident Updates

N/A

Resolution Description

iis319 server  is up and  all services are available.

Control Panel Maintenance – Complete

Posted In: Maintenance — Jun 09th, 2016 at 2:33 am EDT by HE: Omari J.
Cloud services are affected
VPS services are affected
Shared services are affected
my.hostexcellence.com affected

Incident Description:

At 3:00 AM EDT on June 9th, 2016 we will be performing maintenance on our Manage Control Panel.  We expect this maintenance to last for 30 minutes and during this time access to the control panel will be unavailable.  This means that your websites, email, and databases will all be online, but access to edit your products and billing information will be unavailable.

Which Customers are Impacted?

All customers will be affected

How are Customers Impacted?

Customers will be unable to access their control panel to make edits to their account.  Email, websites, and databases will all be online

How often will we be updated?

We will update at the completion of the maintenance

Time to Resolution (ETA)

30 minutes

Incident Updates

N/A

Resolution Description

Maintenance has been completed and services resumed.

Manage Control Panel Unavailable – Resolved

Posted In: Outage — Jun 05th, 2016 at 4:11 am EDT by HE: Kris G.
Shared services are affected

Incident Description:

Currently at this time all access to MCP is inaccessible. Our administrators are currently working on resolving this as quickly as possible. We apologize for the inconvenience.

Which Customers are Impacted?

Any one attempting to access their control panel via manage. or my. will be unreachable.

How are Customers Impacted?

my. and manage. will be unavailable.

How often will we be updated?

1 hour

Time to Resolution (ETA)

N/A

Incident Updates

N/A

Resolution Description

All services have been restored and all manage pages are reachable.

MySQL401 Server is Down – Resolved

Posted In: Uncategorized — May 31st, 2016 at 11:39 am EDT by HE: Toi Santamaria
Shared services are affected

Incident Description:

Our System Administrators detected an error with the RAID array on MySQL401.

RAID refers to “redundant array of independent disks”, a technology that allows us to achieve high levels of data storage reliability. It does this by arranging the devices into an array protecting against drive failure. All data is shared across multiple drives with enough duplicated info (parity data) that if a single drive fails, the RAID can rebuild the lost information on another spare drive in the array.

System Administration Investigation revealed that a drive in the array failed and before the raid could be rebuilt on the spare another drive in the array failed and we lost parity data. We are recreating this server using data from the most recent backup performed May 28th.

Which Customers are Impacted?

Customers with databases on MySQL401. You can check to see if your databases are located on MySQL401 by logging in to your control panel. Click the manage button next to your hosting account, click the MySQL button and the host name will tell you which MySQL server your account uses.

How are Customers Impacted?

These databases will be unavailable until your account is recreated on the new server. Once recreated, the data restored will be from the backup taken on May 28th.

How often will we be updated?

Every 30 minutes.

Time to Resolution (ETA)

Up to 8 hours for all accounts to be restored.

Incident Updates

  • 2016-05-31 12:00 PM EDT - A new server is being created and we will apply our most recent backups to it once complete.
  • 2016-05-31 1:30 PM EDT - We have finished creating the server and now we will begin restoring from the backup.
  • 2016-05-31 2:32 PM EDT - 68 of 183 accounts restored.
  • 2016-05-31 3:04 PM EDT - 102 of 183 accounts restored.

Resolution Description

Databases are accessible now, sites are up.

Shared Phone Support – Resolved

Posted In: Other issues — May 31st, 2016 at 10:21 am EDT by HE: KB Muhleman
Shared services are affected
Phone support is affected

Incident Description:

We are currently experiencing issues with the phone system within our shared support offices. The vendor has been contacted and we are working to restore these services as soon as possible. Updates will be provided as they become available.

Which Customers are Impacted?

All customers attempting to contact shared support by phone will be effected.

How are Customers Impacted?

Incoming shared support

How often will we be updated?

N/A

Time to Resolution (ETA)

N/A

Incident Updates

N/A

Resolution Description

N\A

Ordering Wizard maintenance – Complete

Posted In: Maintenance — May 27th, 2016 at 3:43 pm EDT by IX: Daren H.

Incident Description:

On Monday, May 30th at 4:00AM EDT we will be performing a brief maintenance on our PCI Environment.  The maintenance is only expected to last for a total of 5 minutes and will have minimal customer impact.

Which Customers are Impacted?

We expect zero customer impact.

How are Customers Impacted?

It will affect new orders for any product.

How often will we be updated?

When Completed

Time to Resolution (ETA)

5 Minutes

Incident Updates

  • 2016/05/30 04:56 AM EDT - Maintenance has started. Apologies for the delay.

Resolution Description

Maintenance has been completed. Thank you for your cooperation.

Mail Server Queues – Resolved

Posted In: Other issues — May 26th, 2016 at 3:45 pm EDT by HE: Greg Cook
Cloud services are affected

Incident Description:

Some of our mail servers are experiencing higher-than-normal queues for sending Email.  We are investigating the issue.  Here are the servers currently affected:

smh01.opentransfer.com
smh02.opentransfer.com
smh03.opentransfer.com

These servers work with mail which is being sent from websites, not mail clients or webmail.

Which Customers are Impacted?

Mail which is being sent from websites may be delayed in receipt.

How are Customers Impacted?

Sent Email from websites may be delayed in receipt.

How often will we be updated?

Every hour

Time to Resolution (ETA)

Unknown at this time

Incident Updates

  • 2016/05/26 3:52 PM EDT - We are cleaning queues and investigating source of the problem.
  • 2016/05/26 4:45 PM EDT - smh03 is cleaned. We are still working on smh01-02
  • 2016/05/26 5:45 PM EDT - smh02 almost cleaned

Resolution Description

All mail servers have returned to normal operation.

 
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