Current Time: 15:26:04 EST
 

Live Chat Maintenance

Posted In: Outage — Aug 18th, 2014 at 12:57 pm EST by IX: Omari J.

Incident Description:

On August 24, 2014 beginning at 3 a.m. until 7 a.m. EST, live chat service will be unavailable for 3 hours. Our live chat provider will be doing maintenance on their servers to ensure high availability. Once maintenance has ended all live chat services will be available again. Other services like ticketing and phone support will be unaffected during this time and will be available.

Which Customers are Impacted?

All customers attempting to use live chat will be affected

How are Customers Impacted?

Live chat services will be offline

How often will we be updated?

N/A

Time to Resolution (ETA)

3 hours

Incident Updates

N/A

Resolution Description

N/A

IIS517 – Urgent Maintenance – Resolved

Posted In: Maintenance — Aug 14th, 2014 at 6:49 am EST by IX: Antonio S.

Incident Description:

Our System administrators are currently doing urgent maintenance on iis517. Customer on this server will be down temporarily we apologize for the inconvenience.

Which Customers are Impacted?

All customers on iis517

How are Customers Impacted?

sites maybe down as well as ftp

How often will we be updated?

N/A

Time to Resolution (ETA)

3 Hours

Incident Updates

  • 8/14/2014 06:45AM EDT -Our System administrators are currently doing urgent maintenance  iis517. Customer on this server will be down temporally we apologize for the inconvenience.
  • 8/14/2014 08:19 AM EDT - Our administrators have identified issues with services on the server. They are investigating the issue and working to fix them. Services may be intermittent during this time. New ETA ~3 hours.

Resolution Description

Server is up and running

Phone Support Maintenance – Resolved

Posted In: Maintenance — Aug 14th, 2014 at 12:00 am EST by IX: Antonio S.

Incident Description:

We will be doing maintenance on our phone systems between the hours of 12:00AM – 5:00AM. We are expecting no issues with no downtime, however in the event phone support is unreachable, please feel free to contact our support via live chat and our ticketing system.

Thank you.

Which Customers are Impacted?

N/A

How are Customers Impacted?

N/A

How often will we be updated?

N/A

Time to Resolution (ETA)

5 hours

Incident Updates

  • 8/13/2014 11:58PM EST - At 12:00AM Phone Maintenance will begin. 
  • 8/14/2014 05:00AM EST - Maintenance is now over. 

Resolution Description

Maintenance is now over

IIS133 – Down – Resolved

Posted In: Outage — Aug 12th, 2014 at 5:54 pm EST by Alan Marion

Incident Description:

IIS133 is currently not loading. Our administrators are looking into this and we will provide more information as soon as it becomes available.

Which Customers are Impacted?

All customers on IIS133

How are Customers Impacted?

Customers will not be able to access their sites or email.

How often will we be updated?

N/A

Time to Resolution (ETA)

1 hour

Incident Updates

N/A

Resolution Description

After investigation, our administrators found there were issues with system drivers. Once drivers were re-installed, the server was able to be brought back up and operational.

IX Brand site and customer log in unreachable – Resolved

Posted In: Outage — Aug 12th, 2014 at 5:10 am EST by IX: Kristopher G.

Incident Description:

We are currently experiencing connectivity issues reaching the IX main hosting page and customer log in. We are investigating the issue and assure that all services are still up and running.

Once we have determined the root cause, we will update with further information. We appreciate your patience and cooperation at this time.

Which Customers are Impacted?

N/A

How are Customers Impacted?

Some customers will not be able to access their sites or email

How often will we be updated?

N/A

Time to Resolution (ETA)

N/A

Incident Updates

  • 2014/8/12 5:08 AM EDT - Our administrators are currently investigating this issue.

Resolution Description

We apologize for the trouble experienced. We experienced an issue with connectivity to one of our main network lines. Because of this it caused issues with customers being able to reach our services. We have corrected this issue and everything should be back to normal now. If there is anything further we can do to assist for further issues, please feel free to contact support.

web302 – Maintenance – Resolved

Posted In: Outage — Aug 05th, 2014 at 4:28 pm EST by IX: Angela A.

Incident Description:

The administrators are performing maintenance on this server.

Which Customers are Impacted?

All customers located on this server are affected.

How are Customers Impacted?

All sites on this server will be unavailable, along with Webshell and FTP access. Email will continue to work as normal.

How often will we be updated?

N/A

Time to Resolution (ETA)

4-6 hours

Incident Updates

  • 8/5/2014 3:44PM EST - 4.4% completed

Resolution Description

server is back online

Mail9 Server Maintenance – Resolved

Posted In: Outage — Aug 05th, 2014 at 12:45 pm EST by IX: Angela A.

Incident Description:

Our administrators are performing urgent maintenance on this mail server.

Which Customers are Impacted?

All customers on mail9 will be affected.

How are Customers Impacted?

Mail services may not be available.

How often will we be updated?

N/A

Time to Resolution (ETA)

~30 minutes

Incident Updates

N/A

Resolution Description

The mail server is now back up and running.

iis503 – CHKDSK – Resolved

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

Server is back up and running

Mail67 Server Maintenance – Resolved

Posted In: Maintenance — 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

Maintenance is complete.

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.

 
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