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Cloud Phone Support Wait Times Dec. 17, 12:00PM – 2:00PM EST – Resolved

Posted In: Awesome! — Dec 17th, 2014 at 12:00 pm EST by IX: Andrew Y.
Phone support is affected

Incident Description:

Our Cloud services phone support team will be short staffed from 12:00PM – 2:00PM EST for our annual holiday party on December 17th.  During this time you may experience longer than usual wait times.  If you have an urgent issue you can still reach our chat and ticket support through the 24/7 Help Center icon in your account.  We apologize for any inconvenience that this may cause and thank you for your patience and understanding.

Happy Holidays!

Which Customers are Impacted?

N/A

How are Customers Impacted?

N/A

How often will we be updated?

N/A

Time to Resolution (ETA)

N/A

Incident Updates

N/A

Resolution Description

N/A

mail406 – FSCK – Resolved

Posted In: Outage — Dec 15th, 2014 at 4:10 pm EST by IX: Andrew Y.
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 filesystem check (FSCK). During this time the mail server will be unavailable, meaning that mail hosted on the server will be unavailable.

Which Customers are Impacted?

All clients using this mail server.

How are Customers Impacted?

All mail will not be available during this time.

How often will we be updated?

1 hour

Time to Resolution (ETA)

N/A

Incident Updates

  • Current progress of fsck is 35%
  • Complete - 7:32 PM EST 12-15-2014

Resolution Description

N/A

Call Quality Issues – Resolved

Posted In: Other Issues — Dec 15th, 2014 at 11:47 am EST by IX: Andrew Y.
Phone support is affected

Incident Description:

We are working to resolve intermittent audio quality issues. Some customers calling our support number report that the connection is very choppy making it hard to understand the support representative.

Which Customers are Impacted?

This affects all customers calling the support phone number.

How are Customers Impacted?

Hard to hear support representative.

How often will we be updated?

30 mins.

Time to Resolution (ETA)

N/A

Incident Updates

Issue has been resolved.

Resolution Description

Phone quality issues have been resolved.

Mail 406 Emergency Maintenance – Resolved

Posted In: Maintenance — Dec 14th, 2014 at 4:44 am EST by IX: Kristopher G.
Shared services are affected

Incident Description:

This server is currently under going emergency maintenance. During this time the server may be slow or inaccessible.

Which Customers are Impacted?

All customers utilizing mail services

How are Customers Impacted?

server will be slow or inaccessible during maintenance period

How often will we be updated?

2 hours

Time to Resolution (ETA)

N/A

Incident Updates

  • 2014/12/14 04:45 AM EST - Server is currently under maintenance.
  • 2014/12/14 05:34 AM EST - Administrators identified an issue with Raid. This is now resolved and server is back up and functional.

Resolution Description

Administrators identified an issue with Raid. This is now resolved and server is back up and functional.

Manage CP Maintenance – Resolved

Posted In: Maintenance — Dec 12th, 2014 at 8:25 am EST by IX: Angela A.
my.ixwebhosting.com affected

Incident Description:

Starting Tuesday, December 17th, maintenance is scheduled for two hours (from 6AM-8AM EST) for manage CP services (http://my.ixwebhosting.com). During this window, my.ixwebhosting.com will be unavailable.

Which Customers are Impacted?

All customers trying to log into http://my.ixwebhosting.com.

How are Customers Impacted?

Customers will not be able to manage their products for these 2 hours.

How often will we be updated?

N/A

Time to Resolution (ETA)

~ 2 Hours

Incident Updates

N/A

Resolution Description

N/A

web1128 – Maintenance – Resolved

Posted In: Outage — Dec 12th, 2014 at 7:27 am EST by IX: Angela A.
Shared services are affected

Incident Description:

This web server is undergoing a maintenance reboot. Server will be unavailable until data copy is finished.

Which Customers are Impacted?

All customers on web1128.

How are Customers Impacted?

Customer's websites will be inaccessible.

How often will we be updated?

N/A

Time to Resolution (ETA)

~ 30 minutes for data copy

Incident Updates

N/A

Resolution Description

All services on this server are online now.

Alipay payment processing – Resolved

Posted In: Maintenance — Dec 12th, 2014 at 6:14 am EST by IX: Antonio S.
Cloud services are affected
VPS services are affected
Shared services are affected

Incident Description:

Our administrators found a glitch in the Alipay confirmations, no orders were lost and we are currently investigating.

Which Customers are Impacted?

All customers that use Alipay

How are Customers Impacted?

N/A

How often will we be updated?

N/A

Time to Resolution (ETA)

2 hours

Incident Updates

N/A

Resolution Description

Aliplay has been resolved

Infrastructure Upgrades to Cloud Environment – Resolved

Posted In: Maintenance,upgrades to products — Dec 08th, 2014 at 7:31 am EST by IX: Andrew Y.
Cloud services are affected

Incident Description:

Starting December 10th, 2014, IX Web hosting will be performing upgrades to the hypervisor software supporting our Cloud servers.  These upgrades will provide security patches, greater stability for the environment, and advanced monitoring tools for our systems administrators.

We do not expect customers to experience any downtime during this maintenance though some servers may require reboot.

To ensure the stability of all services and to create as seamless an upgrade as possible, we will spread the upgrade out over several nights.  We will upgrade 6 to 8 blades each evening until all blades in a pool are upgraded before moving on to the next pool.

This maintenance will take place over the next several evenings between the hours of 1AM and 9AM (EST) in our Data Center in Columbus Ohio and will be performed by our senior System Administration team.

Progress:

  • VDC 1 – 12 total blades, 2 upgraded
  • VDC 2 – 15 total blades, 0 upgraded

Which Customers are Impacted?

VDC1, VDC2, VDC3

How are Customers Impacted?

There may be some slowness while the server is under maintenance.  A few servers may also require reboot during this maintenance.  If maintenance requires a server reboot, we expect a file system check to run and services will be unavailable until this completes.

How often will we be updated?

N/A

Time to Resolution (ETA)

N/A

Incident Updates

12/11/2014 - 12:46AM: We are currently starting upgrade process on VDC1 pool. 12/11/2014 - 9:00AM: To ensure the stability of all services and to create as seamless an upgrade as possible, we have decided to spread the upgrade out over several nights.  We will upgrade 6 to 8 blades each evening until all blades in a pool are upgraded before moving on to the next pool.  This maintenance will take place over the next several evenings between the hours of 1AM and 9AM (EST).

Resolution Description

12/11/2014 - 6:20PM: After performing updates on our non-customer affected servers we have determined that we may run into some issues. At this time we are going to be delaying this process for now. When we are able to proceed we will be creating a new blog post containing information on when we will be updating for customers servers.

Web258 Shared IP Under DDoS – Resolved

Posted In: Outage — Dec 03rd, 2014 at 8:08 am EST by IX: Andrew Y.
Shared services are affected

Incident Description:

The shared IP on web258 is under DDoS.  Our administrators have blocked this IP.

Which Customers are Impacted?

All customers on shared IP.

How are Customers Impacted?

Websites on shared IP will be inaccessible.

How often will we be updated?

4 hours

Time to Resolution (ETA)

Since a DDoS is an attack initiated by a 3rd party, it is not possible to estimate when they will end the attack.

Incident Updates

n/a

Resolution Description

The filter has been removed

Mail1 – Maintenance – Resolved

Posted In: Outage — Nov 28th, 2014 at 10:36 am EST by IX: Andrew Y.
Shared services are affected

Incident Description:

Mail1 has ran into an unexpected error.  We are currently copying all content from a backup.

Which Customers are Impacted?

All customers on Mail1.

How are Customers Impacted?

Mail1 is currently unavailable to customers.

How often will we be updated?

N/A

Time to Resolution (ETA)

N/A

Incident Updates

  • Mail service is stopped to synchronize with VM server.
  •  Content synchronization to VM completed.
  • Rerouting complete, mail services are now running in much better environment.

Resolution Description

mail.opentransfer.com has been migrated to VM due to emergency. All services are up, new server accepts POP3/IMAP/Webmail connections as well as delivers incoming and outgoing mail.

Linux Cloud Server Slowness – Resolved

Posted In: Outage — Nov 26th, 2014 at 12:36 pm EST by IX: Angela A.
Cloud services are affected

Incident Description:

There were some reports of slowness on our Linux Cloud servers. Our Cloud Administrators have determined that there is a DDoS attack and we are in the process of blocking and eliminating the attack.

Which Customers are Impacted?

Customers on our Linux Cloud Servers.

How are Customers Impacted?

Customers on these servers may experience slowness.

How often will we be updated?

N/A

Time to Resolution (ETA)

ETA will be posted soon.

Incident Updates

We have identified the source of the DDoS and it has been blocked by network administrators. We are in the process of checking to ensure the slowness is resolved.

Resolution Description

We identified the source of the DDoS and it has been blocked by network administrators.  Slowness associated with that DDoS is now gone.

IIS1007 – CHKDSK – Resolved

Posted In: Maintenance — Nov 24th, 2014 at 12:28 am EST by IX: Kristopher G.
Shared services are affected

Incident Description:

IIS1007 has gone in to Check Disk after maintenance reboot. Currently at this time server will be unavailable until CHKDSK is complete.

Which Customers are Impacted?

All customers on IIS1007

How are Customers Impacted?

All sites and services will be unavailable.

How often will we be updated?

2 hours

Time to Resolution (ETA)

Extended 2 hours

Incident Updates

  • 2014/11/24 01:30 AM EST - Administrators have found an issue with the NIC on the server. Optimistic ETA +1 hour.

Resolution Description

Maintenance is complete and all services are back to normal.

CP12 Issues – Resolved

Posted In: Outage — Nov 21st, 2014 at 9:24 am EST by IX: Angela A.
Shared services are affected

Incident Description:

Control panel is inaccessible, some websites and mail are down. The following servers are affected:

web1216 – Server is back online
mysql1214 – Server is back online
mail1202 – Server is back online
web1218 – Server is back online
web1217 – Server is back online
mail41 – Undergoing File System Check

Which Customers are Impacted?

All customers on listed servers.

How are Customers Impacted?

Customers on these servers will not be able to access the control panel. Websites and mail are also inaccessible.

How often will we be updated?

When information becomes available.

Time to Resolution (ETA)

  • 12/21/14 12:06 PM EDT: ~ 1 Hour
  • 12/21/14 2:11 PM EDT: ~3 Hours

Incident Updates

  • web1216 - Server is back online.
  • mysql1214 - Server is back online.
  • mail1202 - Server is back online.
  • web1218 - Server is back online.
  • web1217 - Server is back online.
  • mail41 - Server is undergoing a FSCK.

Resolution Description

All servers are back online.

IX Brand Site – Unavailable (Resolved)

Posted In: Outage — Nov 20th, 2014 at 3:16 am EST by IX: Kristopher G.
Shared services are affected
my.ixwebhosting.com affected

Incident Description:

We are currently experiencing connectivity issues with certain ISP providers reaching the IX main hosting page and customer log in. We are investigating the issue and we will provide any and all updates as we receive them.

Which Customers are Impacted?

N/A

How are Customers Impacted?

N/A

How often will we be updated?

As soon as possible.

Time to Resolution (ETA)

N/A

Incident Updates

  • 2014/11/20 3:37 AM EST - Our administrators were able to confirm that all traffic from outside our network is successfully resolving to our IX Brand website.

Resolution Description

We are happy to inform you that we were able to verify that this issue is no longer affecting any of our customers. Certain network routing was not reaching our IX Brand website but it has been  resolved and confirmed.

Cloud Issues – Resolved

Posted In: Outage — Nov 18th, 2014 at 5:35 pm EST by IX: Alan M.
Cloud services are affected

Incident Description:

Our system administrators detected an issue with Cloud servers this afternoon. Some cloud services have been effected and websites located on these servers are down. We are in the process of investigating this issue and we will be getting the affected severs back online as soon as possible.

Which Customers are Impacted?

Some customers on Cloud

How are Customers Impacted?

Some Cloud customers may not be able to access their cloud or websites located on their cloud. These Severs require a reboot.

How often will we be updated?

1 hour.

Time to Resolution (ETA)

n/a

Incident Updates

n/a

Resolution Description

n/a

 
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