Support Blog

vz08 Reboot

Wed, 28 Jul 2010 23:02:56 GMT

Server vz08 has become unresponsive and is being rebooted at this time.

*Update 8:00PM:* vz08 is now back online and all services are running as normal.

Email Defense Issues

Wed, 14 Jul 2010 13:52:58 GMT

At this time, some customers may be experiencing a lack of email filtering and missing quarantine reports from the Email Defense service. Our engineers are working to resolve this issue and expect to have an update soon. Email service is not impacted by this issue -- only the quality of filtering and the delivery of the quarantine reports. Thank you for your patience.

*Update 10:10am* We have identified the issue, which is affecting only a very small number of domains, and will be resolved soon. Again, all email service is still online -- these impacted customers are just experiencing a temporary loss of email filtering.

*Update 10:45am* Email defense filtering is now back online for all users. Thank you for your patience!

vz04 Reboot

Thu, 08 Jul 2010 08:43:43 GMT

At this time server vz04 is being rebooted.

Update 5:00 AM: The server has rebooted successfully and containers are now starting.

sd41 High Load

Mon, 05 Jul 2010 22:23:25 GMT

At this time, Sphera server sd41 is under heavier than expected load; this issue will be resolved shortly. Thank you for your patience.

*Update 7:00PM:* sd41 is now back to normal and all services are working as expected.

cp26 High Load

Sun, 04 Jul 2010 03:25:25 GMT

cPanel server cp26 is currently experiencing a load average that is higher than normal. Our technicians are addressing the issue now. Thank you for your patience.

*Update 11:30PM:* We have resolved the issue. All services should be functioning properly now. Thanks\!

sd41 Drive Replacement

Thu, 01 Jul 2010 17:57:37 GMT

Sphera server sd41 is unexpectedly reporting drive controller errors, so at this time our engineers are in the process of replacing the drives and verifying the integrity of all data on the server. This process should take less than 2 hours, and we apologize for the unexpected interruption of service. Thank you for your patience.

*Update 3:30pm* This work is now complete. Thank you!

ps22 Drive Replacement

Tue, 29 Jun 2010 19:29:24 GMT

At this time we are performing an emergency replacement of the primary hard drive in Plesk server ps22 due to I/O errors; we expect this process to take less than 90 minutes. Thank you for your patience.

*Update 7:10PM:* The drive replacement for ps22 has completed successfully.

Sphera Network Issues

Wed, 23 Jun 2010 18:08:18 GMT

At this time we are experiencing unusual network issues with Sphera servers sd01 through sd36; our engineers are working to resolve these issues and bring the servers back online now. Thank you for your patience.

*Update 3:05pm:* As of this time we have identified the source of the issue and are working to disable the IP addresses that are the cause of the issue. Users on sd01 through sd08 and sd10 through sd36 should notice normal service now or shortly; users on sd09 may experience slowness or website inactivity for a short time while we work to fully resolve this issue. Thank you.

*Update 3:45pm:* The issue is now resolved and routes have been put in place to prevent further issues. sd09 is now back online. Thank you again for your patience and please let us know if you have any questions.

sd22 Reboot

Tue, 22 Jun 2010 15:26:36 GMT

At this time Sphera server sd22 is being rebooted as it is experiencing a high load average and has become unresponsive. We apologize for the inconvenience and expect to have the server back online very soon. Thank you for your patience in this matter.

*Update 11:35AM:* The server reboot has completed successfully.

cp05 Drive Replacement

Mon, 21 Jun 2010 14:11:22 GMT

At this time we are performing an emergency replacement of the primary hard drive in cPanel server cp05 due to I/O errors; we expect this process to take approximately 2 hours. Thank you for your patience.

*Update 11:30am* We shut this machine down as soon as an unexpected I/O error had been reported by the kernel, but upon closer inspection of the machine itself it appears that the southbridge chip which controls the hard drive has experienced a serious physical failure (it's heatsink popped off and the chip began to desolder itself from the un-dissipated heat). This is a very unusual situation that we have never experienced before and believe that it is an isolated case of hardware failure. Because the southbridge failed, it appears that it has corrupted the primary drive to the point where it cannot be booted or mounted at all. To remedy this, we are now restoring this machine from a backup copy made in the last 24 hours (the most recent and complete backup that we have). This restore process will take longer than our original estimates, but once the restore is complete we will boot the machine back up and bring it back online. During the restore, we are leaving the machine off the network so that incoming mail messages will queue up on their senders mailservers; this will prevent any mail messages from being lost. We appreciate your patience and understanding during this unexpected emergency event, and we will continue to work on restoring this server to fully operational status as our number one priority. Thank you.

*Update 12:45pm* The verification and restore process is still in progress, thank you for your patience.

*Update 3:24pm* The server is now coming back online and all websites should be online shortly; any mail that is queued on the senders server will be delivered shortly. If you encounter any problems please submit a support ticket. Thank you again for your patience.

vz12 Reboot

Fri, 18 Jun 2010 12:53:31 GMT

We are currently rebooting Virtuozzo server VZ12 to resolve an extremely high load issue.

*Update: 9:21am* The server is now back online and containers are starting up now although some may be going through file system checks.

sd42 High Load

Wed, 16 Jun 2010 18:45:19 GMT

Sphera server sd42 is currently experiencing a load average that is higher than normal. Our technicians are addressing the issue now. Thank you for your patience.

*Update 3:20PM* The server was unresponsive and needed to be rebooted. It is now back online.

cp47 Memory Replacement

Tue, 15 Jun 2010 13:33:00 GMT

At this time we are performing an emergency replacement of the memory in cPanel server cp47 due to I/O errors; we expect this process to take less than 15 minutes. Thank you for your patience.

*Update 9:49AM* The memory swap is now complete.

sd24 Drive Replacement

Mon, 14 Jun 2010 19:12:34 GMT

At this time we are performing an emergency replacement of the primary hard drive in Sphera server sd24 due to I/O errors; we expect this process to take less than 90 minutes. Thank you for your patience.

*Update 4:25pm* Drive replacement is complete.

ps21 Drive Replacement

Sat, 12 Jun 2010 21:08:57 GMT

At this time we are performing an emergency replacement of the primary hard drive in Plesk server ps21 due to I/O errors; we expect this process to take less than 90 minutes. Thank you for your patience.

*Update 7:15pm* Copying data to a replacement drive and performing a required filesystem check is taking longer than expected; our engineers continue to work on this as our top priority. Thank you.

*Update 9:45pm* The final filesystem check is running now and will be complete soon; we apologize for the long day.

*Update 10:30pm* All services on ps21 have been restored. We apologize for the delay and thank you for your patience\!

cp32 Drive Replacement

Fri, 11 Jun 2010 17:54:29 GMT

At this time we are performing an emergency replacement of the primary hard drive in cPanel server cp32 due to I/O errors; we expect this process to take less than 90 minutes. Thank you for your patience.

*Update 3:34* The drive replacement is complete.

ps04 Currently Under High Load

Fri, 11 Jun 2010 13:05:22 GMT

The plesk server ps04 is currently experiencing a higher than normal load average. We are addressing the issue presently to restore normal conditions. Your patience is appreciated.

*Update 9:15AM* Load is restored to normal.

sd32 Reboot

Fri, 11 Jun 2010 11:10:22 GMT

At this time, Sphera server sd32 is being rebooted as it has become unresponsive. We apologize for the inconvenience and expect to have this server back online very soon. Thank you for your patience.

*Update 7:18 AM: The server has been restarted successfully.*

ps16 Drive Replacement

Wed, 09 Jun 2010 18:19:35 GMT

At this time we are performing an emergency replacement of the primary hard drive in Plesk server ps16 due to I/O errors; we expect this process to take less than 90 minutes. Thank you for your patience.

*Update 4:35PM* We apologize, but file transfers to the new drive are taking longer than expected. This is currently our technicians top priority. We expect the delay to last 60 to 90 minutes longer. Thank you for your continued patience.

*Update 7:20PM* ps16's maintenance is now complete and all services are running as normal.

cPanel Firewall Updates

Wed, 09 Jun 2010 06:56:19 GMT

At this time we will be performing a quick reboot of servers cp36-cp47 to update the firewall policy.

*Update 3:14 AM: All servers rebooted successfully.*