Current Time: 15:26:04 EST
 

iisn310 Slow – Resolved

Posted In: Outage — Feb 02nd, 2016 at 4:46 am EST by IX: Omari J.
Shared services are affected

Incident Description:

Our administrators have found an ongoing issue causing iisn310 to perform slowly. The server has scripts executing and during the execution of these scripts, the scripts are getting stuck consuming available resources.  The administrators have found a number of factors that may be the cause of the issue and they are currently investigating these factors.

Which Customers are Impacted?

All customers on iisn310 will be affected

How are Customers Impacted?

The server will appear slow or down

How often will we be updated?

1 hour

Time to Resolution (ETA)

N/A

Incident Updates

N/A

Resolution Description

Our administrators have found and blocked an abuser on the server. All services should be back to normal now.

Control Panel Maintenance – Resolved

Posted In: Maintenance — Feb 01st, 2016 at 11:54 am EST by IX: Adam C
Shared services are affected

Incident Description:

Our Administrators have detected a potential issue on pgsqlcp4, one of our Shared Hosting control panel servers. To ensure there are no issues, they are proceeding with critical maintenance on this server as soon as possible. During this period, customers may be unable to access their control panels. This maintenance is expected to take approximately 10 minutes.

Which Customers are Impacted?

All customers on cp4

How are Customers Impacted?

Customers affected will be unable to access their control panels.

How often will we be updated?

10-15 minutes

Time to Resolution (ETA)

10 minutes

Incident Updates

N/A

Resolution Description

  • 2/1/2016 12:35 EST: Our administrators have completed their maintenance and cp4 is back online.

Inbound Support Phone Lines Down – Resolved

Posted In: Outage — Jan 28th, 2016 at 7:46 pm EST by IX: Greg Cook
Cloud services are affected
VPS services are affected
Shared services are affected
Phone support is affected

Incident Description:

We are currently experiencing issues with the phone lines. Calls placed to this phone number will ring and place the caller in the queue but the on hold caller will not be forwarded to an available representative. This matter is currently being addressed by our provider and we hope to have the lines available shortly. Any urgent matters can also be addressed through our live chat system or by creating a ticket on the dashboard.

Which Customers are Impacted?

Customers calling the support phone lines

How are Customers Impacted?

Wait times will be extended

How often will we be updated?

n/a

Time to Resolution (ETA)

n/a

Incident Updates

n/a

Resolution Description

The issue has been resolved.

Reported issue with Incoming Mail Delivery – Resolved

Posted In: Outage — Jan 28th, 2016 at 7:44 am EST by IX: John Richards
Shared services are affected

Incident Description:

Several customers have reported to our support staff that they are unable to receive incoming email messages on their servers. We investigated the issue and found that there is currently a global problem with DNS resolving correctly. With DNS not resolving properly, customers may see issues with their email services, websites appearing down, and are unable to log into their control panel. Our team is monitoring the situation and will provide information to our customers as it is received.

Which Customers are Impacted?

All customers hosting email on our services.

How are Customers Impacted?

Delivery of email may be delayed.

How often will we be updated?

n/a

Time to Resolution (ETA)

n/a

Incident Updates

n/a

Resolution Description

The issue has been resolved globally and email was delayed by an hour within IronPort and then delivered to all recipients.

Server Memory Upgrade Tuesday, January 26th 7AM to 1PM EST and Wednesday, January 27th 9AM to 2PM EST – Resolved

Posted In: Awesome! — Jan 25th, 2016 at 3:45 pm EST by IX: Greg Cook
Cloud services are affected

Incident Description:

Our System Administrators will be performing a memory upgrade to our Cloud by IX servers. The maintenance will take place during Tuesday, January 26th from 7:00am til 1:00pm EST and Wednesday, January 27th from 9:00am til 2:00pm EST.  At beginning of maintenance, System Administrators will migrate customers off of a blade, power it down, add additional RAM, boot it up, and move customers back.  The process is expected to take 1 hour per blade.  There is no expected impact on customer sites or services and they should not even notice the maintenance.

Which Customers are Impacted?

All Cloud by IX servers are affected.

How are Customers Impacted?

There is no expected impact on customers sites or services.

How often will we be updated?

As required.

Time to Resolution (ETA)

48 hours

Incident Updates

  • 2016/1/26 7:16 am EST - Maintenance started on Cloud by IX servers.
  • 2016/1/26 8:44 am EST - 3 out of 16 blades completed.
  • 2016/1/26 9:46 am EST - 5 out of 16 blades completed.
  • 2016/1/26 11:01 am EST - 8 out of 16 blades completed.
  • 2016/1/26 11:35 am EST - 11 out of 16 blades completed.
  • Linux Pool upgrade completed. We will continue Windows Pool January 27th from 9:00am til 2:00pm EST.
  • 2016/1/27 9:00 am EST - Maintenance has started on VM 5.

Resolution Description

Maintenance has completed on all blades

Maintenance and Memory Upgrade – Resolved

Posted In: Maintenance — Jan 19th, 2016 at 11:34 am EST by IX: Andrew Y.
Cloud services are affected

Incident Description:

System Administrators discovered a memory error in one of the blades serving CloudbyIX VMs.  To prevent possible complications, the blade will be taken offline while memory is replaced and additional memory is added.  During the maintenance, all VMs will remain online and operate normally but customers will not be able to create new linux VMs.  New Linux VMs will be able to be created normally once maintenance is completed.

Which Customers are Impacted?

Any customer attempting to create a new VM during maintenance.

How are Customers Impacted?

Creation of new Linux cloud servers will be postponed until maintenance is complete.

How often will we be updated?

We expect the maintenance to be complete in 1 hour.

Time to Resolution (ETA)

1 hour

Incident Updates

N/A

Resolution Description

N/A

Emergency maintenance on MySQL29 4:30 EST, January 18, 2016 -Resolved

Posted In: Maintenance — Jan 18th, 2016 at 4:04 pm EST by IX: Greg Cook
Shared services are affected

Incident Description:

The systems administrators have found that the MySQL29 server has likely had RAM failure. We will be replacing the RAM begining at 4:30 EST, January 18, 2016.  During this period sites that use this sever to host their MySQL databases will show errors. We apologize for any inconvenience and expect that this will be back online in 1/2 – 1  hour.

Which Customers are Impacted?

All customers whose sites utilize the MySQL29.

How are Customers Impacted?

All customers whose sites utilize the MySQL29 server will show errors during the emergency maintenance.

How often will we be updated?

30 minutes

Time to Resolution (ETA)

EST 1/2 - 1 hour

Incident Updates

  • 2016/1/18 4:34pm EST: Our System Administrators have begun on this maintenance.

Resolution Description

Maintenance has been completed and the server is back online now.

WVZ7 – Urgent System Maintenance – Resolved

Posted In: Outage — Jan 13th, 2016 at 6:05 am EST by IX: Omari J.
VPS services are affected

Incident Description:

Our administrators identified an issue with this VPS node and required a reboot. During this time containers will be unavailable until they have restarted.

Which Customers are Impacted?

All customers on the WVZ7 server will be affected

How are Customers Impacted?

The server will be inaccessible during the reboot

How often will we be updated?

N/A

Time to Resolution (ETA)

20 minutes

Incident Updates

N/A

Resolution Description

WVZ7 is now back up and running. All containers should now be accessible.

Cloud Phone Support Temporarily Unavailable – Resolved

Posted In: Outage — Jan 06th, 2016 at 3:30 pm EST by IX: Greg Cook
Cloud services are affected
Phone support is affected

Incident Description:

We apologize for the inconvenience, but on January 8th, from 4PM to 7PM EST, our Cloud phone support will be unavailable due to a staff event. Both live chat and our helpdesk ticketing system are still available in your control panel.

Which Customers are Impacted?

All customers will be affected.

How are Customers Impacted?

Phone support will be unavailable for the duration of the event.

How often will we be updated?

N/A

Time to Resolution (ETA)

7 PM EST

Incident Updates

N/A

Resolution Description

N/A

WVZ11 – Urgent System Maintenance – Resolved

Posted In: Maintenance — Dec 30th, 2015 at 2:50 am EST by IX: Kristopher G.
VPS services are affected

Incident Description:

Our administrators identified an issue with this VPS node and required a reboot. During this time containers will be unavailable until they have restarted.

Which Customers are Impacted?

All customers on WVZ11

How are Customers Impacted?

Services will be unavailable during reboot.

How often will we be updated?

1 hour

Time to Resolution (ETA)

1 hour

Incident Updates

N/A

Resolution Description

All containers have been resumed and maintenance is now complete. Thank you for your patience

WVZ11 – Urgent System Maintenance – Resolved

Posted In: Maintenance — Dec 24th, 2015 at 1:49 am EST by IX: Kristopher G.
VPS services are affected

Incident Description:

Our administrators identified an issue with this VPS node and required a reboot. During this time containers will be unavailable until they have restarted.

Which Customers are Impacted?

All customers on WVZ11

How are Customers Impacted?

Services will be unavailable during reboot

How often will we be updated?

1 hour

Time to Resolution (ETA)

1 hour

Incident Updates

N/A

Resolution Description

All containers are now up and running

Web403 Urgent Maintenance-Resolved.

Posted In: Maintenance — Dec 20th, 2015 at 3:17 pm EST by IX: Eric Lutton
Shared services are affected

Incident Description:

Our administrators have detected Network connectivity issue with Web403 and have taken it down for urgent maintenance. Data stored on this server is safe. At this time services may be 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.

How often will we be updated?

1 hour.

Time to Resolution (ETA)

1 hour and 30 minutes.

Incident Updates

  • 2015/12/20 4:22pm EST: Our Network Admins are still working on this issue. 

Resolution Description

Replaced faulty hardware to restore network connectivity.

Cloud Phone Support Temporarily Unavailable – Resolved

Posted In: Outage — Dec 18th, 2015 at 12:50 pm EST by IX: Adam C
Phone support is affected

Incident Description:

We apologize for the inconvenience, but on December 18th, from 1PM to 4PM EST, our Cloud phone support will be unavailable due to a staff event. Both live chat and our helpdesk ticketing system are still available in your control panel.

Which Customers are Impacted?

All customers will be affected.

How are Customers Impacted?

Phone support will be unavailable for the duration of the event.

How often will we be updated?

N/A

Time to Resolution (ETA)

4 PM EST

Incident Updates

N/A

Resolution Description

N/A

Inbound Cloud Support Phone Lines Down – Resolved

Posted In: Outage — Dec 17th, 2015 at 1:54 am EST by IX: Omari J.
Cloud services are affected
VPS services are affected

Incident Description:

We are currently experiencing issues with the Cloud phone lines. Calls placed to this phone number will ring and place the caller in the queue but the on hold caller will not be forwarded to an available representative. This matter is currently being addressed by our provider and we hope to have the lines available shortly. Any urgent matters can also be addressed through our live chat system or by creating a ticket on the dashboard.

Which Customers are Impacted?

Customers calling the cloud phone lines

How are Customers Impacted?

Wait times will be extended

How often will we be updated?

N/A

Time to Resolution (ETA)

N/A

Incident Updates

N/A

Resolution Description

The phones are not back to normal working status

MCP and HSphere maintenance – Thursday, December 17th 4:50 and 6:20 AM EST – Resolved

Posted In: Maintenance — Dec 16th, 2015 at 10:15 am EST by IX: KB Muhleman
my.ixwebhosting.com affected

Incident Description:

Our administrators will perform maintenance on our Management Control Panel and HSphere hosting control panel on Thursday, December 17th between 4:30 and 5:30 AM EST. During this maintenance period access to the Customer Dashboard and hosting control panel will be temporarily unavailable to customers. All user servers, websites, email, and other Control Panel functionality will be unaffected by this maintenance and will operate normally.

Update: Our administrators have informed us that maintenance has to be extended by half an hour. It should be finished by 6:20 am

Update: 7:15 am – we are performing small bug fixes. Hosting control panel maybe unavailable during short periods of time that will not exceed a few minutes.

Which Customers are Impacted?

All Customers

How are Customers Impacted?

Customer Dashboard and hosting control panel will be unavailable during the maintenance period

How often will we be updated?

As updates become available.

Time to Resolution (ETA)

1 Hour

Incident Updates

  • 4:45am - Maintenance was delayed by 20 minutes and is expected to start at 4:50am EST and be completed by 5:50am EST
  • 4:57am - Maintenance has started
  • 5:48am - Our administrators have informed us that maintenance has to be extended by half an hour. It should be finished by 6:20am
  • 7:15am - we are performing small bug fixes. Hosting control panel maybe unavailable during short periods of time which will not exceed few minutes.

Resolution Description

Maintenance is complete.

 
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