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web419 – FSCK(File System Check) – Resolved

Posted In: Outage — Nov 18th, 2016 at 5:11 am EDT by HE: Customer Relations
Shared services are affected

Incident Description:

Our system administrators have detected an issue with this server. The server is being restarted and is now doing a mandatory file system check (FSCK). During this time the web server will be unavailable, meaning that websites hosted on the server will not be working.

Which Customers are Impacted?

All clients using this web server.

How are Customers Impacted?

All websites/FTP/control panel will not be reachable.

How often will we be updated?

3 hours

Time to Resolution (ETA)

3 hours

Incident Updates

N/A

Resolution Description

FSCK has completed and all services resumed back to normal. Thank you.

web418 – Scheduled Maintenance – Resolved

Posted In: Maintenance — Nov 14th, 2016 at 10:20 am EDT by HE: Victoria Witten
Shared services are affected

Incident Description:

On 19th of November system administrators will convert the web418 shared server to a virtual machine environment.  The server will be offline for up 20 minutes during the switch over.

Which Customers are Impacted?

All customers on the web418 server.

How are Customers Impacted?

Server will be inaccessible during the switch over.

How often will we be updated?

As provided.

Time to Resolution (ETA)

20 minutes.

Incident Updates

  • 2016/11/19 03:00 AM EDT - Maintenance has begun.
  • 2016/11/19 03:10 AM EDT- Maintenance has been completed.

Resolution Description

Maintenance has been completed.  The services are running.

iis1001 – ASP.Net – Down

Posted In: Uncategorized — Nov 14th, 2016 at 1:49 am EDT by IX: Jason H.
Shared services are affected

Incident Description:

iis1001 – ASP.Net is down. Server became stuck and our System Administrators have to restart it by force. No data loss is expected to occur from this.

Which Customers are Impacted?

Shared clients using this web server.

How are Customers Impacted?

All clients using this web server.

How often will we be updated?

30 Minutes

Time to Resolution (ETA)

30 Minutes

Incident Updates

  • 2016/11/14 1:59 am EST : Server has come back up

Resolution Description

Services have been restored.

Live Chat – Maintenance – RESOLVED

Posted In: Uncategorized — Nov 13th, 2016 at 5:42 am EDT by IX: Jason H.
Chat support is affected

Incident Description:

Our live chat provider is experiencing issues which have caused our live chat support to be temporarily unavailable. We are in communication with our provider and they are currently working on resolving this issue. It is expected that service will be normal throughout the remainder of the maintenance window, there may be some momentary disconnections that can last up to 2 minutes.

We apologize for the inconvenience, but our ticket and phone support are fully operational.

Which Customers are Impacted?

All customers using Live Chat.

How are Customers Impacted?

May not be able to reach us via Live Chat.

How often will we be updated?

When updates become available.

Time to Resolution (ETA)

There is currently no ETA.

Incident Updates

Maintenance has been completed and live chat is available.

Resolution Description

Maintenance has been completed and live chat is available.

iis1009 – Webshell and FTP – Down – Resolved

Posted In: Outage — Nov 08th, 2016 at 10:04 pm EDT by HE: Customer Relations
Shared services are affected

Incident Description:

Webshell and FTP services on iis1009 are inaccessible due to a Distributed Denial of Service attack. The IP address being targeted has been filtered.

Which Customers are Impacted?

All clients on iis1009

How are Customers Impacted?

The file management tool Webshell and FTP services will be unavailable.

How often will we be updated?

  • 2016/11/09 2:30 EST: iis1009 is under DDoS again. Having to block main IP again.

Time to Resolution (ETA)

7 hours

Incident Updates

N/A

Resolution Description

Distributed Denial of Service attack has resolved and server performance has returned to normal.

mysql404 – down – RESOLVED

Posted In: Outage — Nov 06th, 2016 at 1:21 pm EDT by HE: Victoria Witten
Shared services are affected

Incident Description:

Due to network adapter issues the mysql404 server is currently inaccessible.

Which Customers are Impacted?

All customers using the mysql404 server.

How are Customers Impacted?

Data on the server will be inaccessible.

How often will we be updated?

As provided.

Time to Resolution (ETA)

20 minutes.

Incident Updates

n/a

Resolution Description

The network adapter has been replaced and the server is accessible again.

Web418 – RAID Rebuild – Resolved

Posted In: Outage — Nov 03rd, 2016 at 11:00 pm EDT by HE: Customer Relations
Shared services are affected

Incident Description:

Web418 has fallen into Read-Only state and is currently rebuilding RAID. During this time sites and web server will be unavailable.

Which Customers are Impacted?

All customers on Web418

How are Customers Impacted?

Web services will be unavailable

How often will we be updated?

2 hours

Time to Resolution (ETA)

2 hours

Incident Updates

  • 2016/11/03 22:59 EDT - Rebuild is at 35%
  • 2016/11/03 23:37 EDT - Rebuild is at 61%
  • 2016/11/04 00:03 EDT - Rebuild is at 75%
  • 2016/11/04 00:57 EDT - Rebuild is at 98%
  • 2016/11/04 01:42 EDT - Rebuild has completed and the server is now under File System Check. FSCK is at 26%
  • 2016/11/04 02:22 EDT - Automatic FSCK failed and was restarted. FSCK is at 27%
  • 2016/11/04 02:50 EDT - FSCK is at 40%. Extending ETA 1.5 hours from now.

Resolution Description

FSCK has completed and all services have been resumed. Thank you for your patience.

Mail503 – Down – Resolved

Posted In: Maintenance — Oct 31st, 2016 at 12:12 pm EDT by HE: John Richards
Shared services are affected

Incident Description:

We are currently experiencing issues with Mail503 at this time. The server is having problems with the network adapter. It is not expected for any email to be lost during this outage.

Which Customers are Impacted?

Customers on Mail503

How are Customers Impacted?

Customers will not be able to send or receive messages.

How often will we be updated?

n/a

Time to Resolution (ETA)

30 minutes

Incident Updates

n/a

Resolution Description

Mail503 is up and mail services are now working correctly.

iis1001 – Scheduled Maintenance – RESOLVED

Posted In: Maintenance — Oct 28th, 2016 at 9:58 am EDT by HE: Victoria Witten
Shared services are affected

Incident Description:

We will be performing a File System check on the iis1001 server on Saturday the 29th of October at 1 AM EST.

Which Customers are Impacted?

All customers on the iis1001 server.

How are Customers Impacted?

Sites will be inaccessible during maintenance.

How often will we be updated?

As provided.

Time to Resolution (ETA)

7 hours.

Incident Updates

  • 2016/10/29 01:00 AM EDT - Maintenance has begun and FSCK started.
  • 2016/10/29 08:30 AM EDT - Maintenance has been extended 4 hours.
  • 2016/10/29 9:10 AM EDT - Maintenance has been completed.

Resolution Description

Maintenance has been completed.  The server is back up and running.

iis304 – Urgent Maintenance – Resolved

Posted In: Outage — Oct 25th, 2016 at 2:30 am EDT by IX: Jason H.
Shared services are affected

Incident Description:

Our administrators have detected an issue with this server and have taken it down for urgent maintenance. At this time services may be slow or unavailable and further information will be provided once available.

Which Customers are Impacted?

All customers utilizing this server.

How are Customers Impacted?

Services may become unavailable or slow.

How often will we be updated?

3 hours

Time to Resolution (ETA)

3 hours

Incident Updates

  • 2016/10/25 2:35 AM EDT : Currently updating xentools
  • 2016/10/25 2:55 AM EDT : xen-tools has been reinstalled. Server started.
  • 2016/10/25 2:56 AM EDT : disk D(hsphere) is under file system check (330GB).
  • 2016/10/25 4:30 AM EDT: CHKDSK is in stage 2 of 5 - 1%. Extended ETA 3 hours
  • 2016/10/25 5:10 AM EDT: Stage 2 of 5 - 23%
  • 2016/10/25 5:30 AM EDT: Stage 2 of 5 (33%  completed).
  • 2016/10/25 6:30 AM EDT : Stage 2 of 5 (93%  completed).
  • 2016/10/25 7:55 AM EDT:  Stage 4 of 5 (Still 1% completed). Extended ETA 3 hours
  • 2016/10/25 9:17 AM EDT: Stage 4 of 5 ( Still 1% complete)

Resolution Description

The server has been restarted and is online. Currently, the server is working within normal limits.

 
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