Current Time: 15:26:04 EST
 

iis503 – CHKDSK

Posted In: Outage — Aug 01st, 2014 at 12:51 am EST by kmbugua

Incident Description:

Our System Administrators had to perform a reboot to server iis503.  The server will be unavailable during this process. At this time, there is no ETA but updates will be provided regularly as they become available.

Which Customers are Impacted?

All customer on server iis503.

How are Customers Impacted?

All websites on iis503 will be unavailable, along with webshell and FTP services. Mail services is working as normal.

How often will we be updated?

As soon as possible.

Time to Resolution (ETA)

N/A

Incident Updates

N/A

Resolution Description

N/A

Mail67 Server Maintenance

Posted In: Outage — Jul 31st, 2014 at 6:51 pm EST by IX: Omari J.

Incident Description:

Our System Administrators have been notified of failing RAID hardware in mail server 67. As part of the ongoing process to better our servers, we are now migrating all mail services from this server to a different mail server. This process is expected to take 5-6 hours, but there will be no lost email. Updates will be provided regularly as they become available.

Which Customers are Impacted?

All customers on mail67 will be affected

How are Customers Impacted?

Mail services may not be available

How often will we be updated?

2 hours

Time to Resolution (ETA)

5-6 hours

Incident Updates

N/A

Resolution Description

N/A

Maintenance: cp8-14 – Resolved

Posted In: Maintenance — Jul 29th, 2014 at 9:21 pm EST by Alan Marion

Incident Description:

We are currently performing maintenance on our control panels 8 though 14.

The new version of Apache will not support the following options in .htaccess:
php_value
php_flag
AddType application/x-httpd-php

In case your web site loads as an empty page you should check site’s .htaccess and remove mentioned lines.

Which Customers are Impacted?

Customers on cp8-14

How are Customers Impacted?

You may notice 5-10 minutes of downtime during this maintenance.

How often will we be updated?

N/A

Time to Resolution (ETA)

N/A

Incident Updates

N/A

Resolution Description

Maintenance is complete now. All CPs from 8 to 14 have been updated successfully with out issues. Please contact support if any issues are to arise.

Dashboard Maintenance – Resolved

Posted In: Maintenance — Jul 28th, 2014 at 3:36 am EST by IX: Kristopher G.

Incident Description:

Today 7/28/2014 at 4 a.m. EDT, all customers will not have access to their dashboards for 1 hour. Website, database, and email services will not be impacted during this maintenance. Once the maintenance has completed all account management services will be available again. If anyone has any questions please feel free to contact our support team for assistance.

Which Customers are Impacted?

All customers will be affected

How are Customers Impacted?

Account/dashboard management will be unavailable

How often will we be updated?

N/A

Time to Resolution (ETA)

1 Hour

Incident Updates

N/A

Resolution Description

Maintenance is now complete. Thank you for your patience

Support Phones Down – Resolved

Posted In: Outage — Jul 26th, 2014 at 8:33 pm EST by IX: John B.

Incident Description:

The customer support phones are currently down.  We are working to get them back up and running, and will provide an ETA and more details as soon as possible.  Live chat and tickets are still available for use.

Which Customers are Impacted?

All customers.

How are Customers Impacted?

Customers are unable to reach technical support by  phone.

How often will we be updated?

Every hour

Time to Resolution (ETA)

None yet, but we will provide one as soon as possible.

Incident Updates

08/26/2014 - 10:13PM - We are still investigating the reason for our phone system going down, and are currently talking with our software provider for any information.  We'll provide another update as soon as we have more info.

Resolution Description

Our phone system is back online.  We'll continue monitoring the status of our phone system for any other issues.

Server Network Outage – Resolved

Posted In: Outage — Jul 24th, 2014 at 2:17 pm EST by IX: Ryan D.

Incident Description:

Our systems administrators are currently undergoing server network outage on a number of servers.  The server blade that housed these servers is experiencing some hardware malfunctions, and had to be brought down.  During this outage , these servers will be unavailable.  Our systems administrators are in the process of rebooting these servers on fresh hardware, which should take between 15-20 minutes per server.  We will update this blog post with information as we receive updates from the systems administrators.  We apologize for any inconveniences this may cause.

 

Servers affected:

iis408
iis410
iis525
iis1012
iis1021
iis1023
iis1025
iisn306
iisn308
iisn310
iisn407
iisn408
iisn409
iisn412
mssql20
mssql1003

Which Customers are Impacted?

All customers on the affected servers

How are Customers Impacted?

Servers will be unavailable during this maintenance

How often will we be updated?

Hourly.

Time to Resolution (ETA)

N/A

Incident Updates

  • 7/23/2014 2:37 PM EST - iis410, iis1021, iisn412, iis408, iisn306, iisn310, iisn308, iisn409, iisn408, iis525, iisn407, mssql1003 are back up and running.
  • 7/23/2014 2:50 PM EST - iis1012, iis1023, iis1025, iis1005 are back up and running.

Resolution Description

All servers have been brought back online.

web261 Maintenance – Resolved

Posted In: Outage — Jul 22nd, 2014 at 3:23 pm EST by IX: Angela A.

Incident Description:

Our System Administrators have monitored the RAID rebuild, during the re-build the system flagged one of the drives as failing. As a result the drive failed and will be replaced. During this time the domains may not be available.

Which Customers are Impacted?

All customers on web261

How are Customers Impacted?

Services may be down or unavailable

How often will we be updated?

4 hours

Time to Resolution (ETA)

N/A

Incident Updates

N/A

Resolution Description

Maintenance is complete and server is up.

Payment Gateway Down – Resolved

Posted In: Outage — Jul 22nd, 2014 at 8:19 am EST by IX: Ryan D.

Incident Description:

We are currently experiencing problems communicating with our payment gateway.  We are working with our provider to get this issue resolved as soon as possible.  During this period, credit/debit card orders will not be able to process through our ordering system.  Paypal and other payment types will continue to function normally.

Which Customers are Impacted?

All customers attempting to process through credit card orders.

How are Customers Impacted?

Credit card orders will not process through the ordering system.

How often will we be updated?

3 Hours

Time to Resolution (ETA)

Unknown

Incident Updates

  • 7/22/2014 8:50 AM EST - Communication issue has been resolved, payment gateway is now processing payments correctly.

Resolution Description

The issue with our payment gateway has been resolved, orders will process through successfully now.

web317 Maintenance – Resolved

Posted In: Outage — Jul 21st, 2014 at 3:09 pm EST by Alan Marion

Incident Description:

Our System Administrators have monitored the RAID rebuild, during the re-build the system flagged one of the drives as failing. As a result the drive failed and will be replaced. During this time the domains may not be available.

Which Customers are Impacted?

All Customers on web317.

How are Customers Impacted?

Services may be down or unavailable.

How often will we be updated?

4 hours

Time to Resolution (ETA)

N/A

Incident Updates

  • 7/21/2014 4:02 PM EST - The drive for the server has been replaced, it is currently in RAID rebuild status. The rebuild is currently 7% complete.
  • 7/21/2014 6:59 PM EST - The drive for the server has been replaced, it is currently in RAID rebuild status. The rebuild is currently 39% complete.

Resolution Description

Maintenance is complete and server is back online.

Live Chat – Unavailable – Resolved

Posted In: Outage — Jul 20th, 2014 at 5:12 am EST by IX: Kristopher G.

Incident Description:

Currently we are experiencing issues with our Live Chat services. We do apologize for the trouble. During this time, please feel free to contact our support lines via phone at 1-614-534-1961 or create a ticket through the help desk system via your account at my.ixwebhosting.com.

Which Customers are Impacted?

Live Chat Services

How are Customers Impacted?

Live chat services will be unavailable

How often will we be updated?

N/A

Time to Resolution (ETA)

N/A

Incident Updates

N/A

Resolution Description

Live chat is now back up and available to all customers. Thank you for your patience during this time.

Web317 Maintenance – RAID Rebuild – Resolved

Posted In: Maintenance — Jul 19th, 2014 at 10:59 pm EST by IX: John B.

Incident Description:

Our system administrators have found an issue with Web317.  The server’s RAID is being rebuilt, and  the web server will be unavailable during this time.

Which Customers are Impacted?

All customers on Web317

How are Customers Impacted?

All websites on Web317 will be unavailable for the duration.

How often will we be updated?

1 hour

Time to Resolution (ETA)

N/A

Incident Updates

  • 2014/7/19 11:55 PM EDT - RAID rebuild is currently at 34%
  • 2014/7/20 12:41 AM EDT - RAID rebuild is currently at 64%
  • 2014/7/20 2:30 AM EDT - RAID rebuild failed. Bad drive was changed out and build restarted. Currently at 1%
  • 2014/7/20 3:30 AM EDT - RAID rebuild is currently at 30%
  • 2014/7/20 4:23 AM EDT -  RAID rebuild is currently at 59%
  • 2014/7/20 5:17 AM EDT - RAID rebuild is currently at 73%
  • 2014/7/20 6:20 AM EDT - RAID rebuild is currently at 95%

Resolution Description

RAID rebuild is now complete and server is back online.

DNS Name Servers Under DDoS attack – Resolved

Posted In: Outage — Jul 15th, 2014 at 5:51 am EST by IX: Kristopher G.

Incident Description:

Our Name Servers are currently experiencing a large Denial of Service attack. This is causing DNS queries to become slow or fail for some domains on our super DNS servers. Our system administration team is working to identify the source and block this attack. The name servers are currently receiving too many requests to process them all. We are working to resolve this issue as quickly as possible.

Which Customers are Impacted?

Customers using any of our web, email or database services.

How are Customers Impacted?

Services may be slow or down.

How often will we be updated?

As often as possible.

Time to Resolution (ETA)

N/A

Incident Updates

  • 2014/07/15 5:55 EDT - DDOS has stopped, however our administrators are further investigating this attack.

Resolution Description

DDOS has stopped, however our administrators are further investigating this attack. Currently at this time we have not identified any issues caused by this attack.

Dashboard Maintainence – Maintenance Complete

Posted In: Outage — Jul 14th, 2014 at 12:27 pm EST by IX: Omari J.

Incident Description:

Today 7/15/2014 at 4 a.m. EDT, all customers will not have access to their dashboards for 30 minutes. Website, database, and email services will not be impacted during this maintenance. Once the maintenance has completed all account management services will be available again. If anyone has any questions please feel free to contact our support team for assistance.

Which Customers are Impacted?

All customers will be affected

How are Customers Impacted?

Account/dashboard management will be unavailable

How often will we be updated?

N/A

Time to Resolution (ETA)

30 minutes

Incident Updates

N/A

Resolution Description

Dashboard Maintainence - Maintenance is now complete

IIS400 Maintenance – CHKDSK – Resolved

Posted In: Maintenance — Jul 09th, 2014 at 2:32 am EST by IX: Antonio S.

Incident Description:

iis400 has undergone a reboot and entered into check disk (CHKDSK). The server will be unavailable during this process.

Which Customers are Impacted?

All customers on iis400

How are Customers Impacted?

All websites on iis400 may be be unavailable, as well as webshell and FTP access.  Email will continue working as normal.

How often will we be updated?

N/A

Time to Resolution (ETA)

3 Hours

Incident Updates

  • 2014/7/9 3:40 AM EST - CHKDSK is still performing. New ETA 3 hours.
  • 2014/7/9 4:50 AM EST - CHKDSK stage 2 of 5.
  • 2014/7/9 6:42 AM EST - CHKDSK stage 4 of 5.

Resolution Description

server is up

IIS407 – Maintenance – Resolved

Posted In: Outage — Jul 07th, 2014 at 8:02 am EST by IX: Ryan D.

Incident Description:

The File system on iis407 has become corrupted, and requires a system restoration.  Customer data is saved, no data loss has occurred on the file system.  During server recreation, customer’s sites will be unavailable.

Which Customers are Impacted?

All customers on iis407

How are Customers Impacted?

During recreation affected customers' sites will be unavailable.

How often will we be updated?

Hourly

Time to Resolution (ETA)

5 Hours

Incident Updates

  • 2014/07/07 11:02 AM EST - System restoration is complete, server is back up and running.

Resolution Description

System restoration has completed, server is back up and running with no loss of data.

 
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