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Oct
13
EU1 and VPS EU1 Down
Posted by Jorge Catena on 13 October 2014 12:37 PM

Hello

We have bad news about this, the company from where we had those servers went out of business, we never got their notification about it, we are working with the main provider (since it seems like they were resellers), trying to bring our servers back. In the case of the shared accounts of EU1, we have backups of all the data (that's in the worst scenario case), unfortunately, we don't have it of the VPS nodes, that's why we are actively working trying to get the old servers back while we do the migration. We really sorry about this, but this is something that happened and that's beyond of our scope.

We are going to update this notice as soon as we get something new.

We appreciate your patience and understanding.

Update 1 12:48 PM EST: Old servers are just disconnected but the data is still there, we are trying to work with the datacenter in order of get them back online ASAP, unfortunately we can't give any kind of ETA since it does depend enterily of them.

Update 2 7:28 AM EST: We have bad news, the datacenter wont give us access to our data, we are getting servers in another datacenter and rebuilding the server.

Update 3: 8:20 AM EST Oct 15: Restore of the data of shared server EU1 has started.

Update 4: 20:10 PM EST Oct 15: Server data has been restored already in a 75%, if everything continue at this speed, sites should be back tonight late or first hours of tomorrow. New VPS server is up and running, unfortunately we don't have the data of the old one, however, we can start recreating them, please open a help desk ticket with your request and will been take care ASAP.

Update 5 0:50 AM EST Oct 16: Restore it's about the 80%, unfortunately is going slow on the last part.

Update 6 9:15 AM EST Oct 17: Everything has been restored, if you are still facing issues, please open a help desk ticket.


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Aug
20
Server 28 down
Posted by Jorge Catena on 20 August 2014 07:09 PM

We found the server unresponsive, after investigate a RAID hardware degradation has been found, we are working in order of bring it back as soon as possible without any data loss, we don't have any ETA yet. This post it's going to be updated whenever we get something new. Please do not open ticket nor request chat about it.

Update 1 16:34 PM EST: We lost 3 of the 4 HDD of the RAID; we are trying to recover the data from the RAID, otherwise, we will need to do it from the backup.

Update 2 17:26 PM EST: We have bad news, all the data has been lost, we are rebuilding the server at this moment, and after that we are going to proceed with the restore from our backup.

Update 3 21:11 PM EST: Restore has been started, we are already restoring /home, so far it's on the 1%.

Update 3: 23:38 PM EST: Restore of Home is on 2%, Mysql in 25%.

Update 4: 8:44 AM EST 08/21/2014: Restore of /home is on 23% mysql has been completelly restored.

Update 5 23:34 PM EST 08/21/2014: Home has been completely restored, we had to restore mysql again, that's what's being done, after that, everything should works fine.


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Jul
30
Mysql Upgrade
Posted by Jorge Catena on 30 July 2014 10:45 PM

We are forced to upgrade all our servers to Mysql 5.5 otherwise we wont be able to keep Cpanel updated (since it does require that version), it shouldn't be any major issues with the softwares functionality, although, on very old versions it may have some incompatibility problems, unfortunately, this is something that we have to do.

This is going to be done on Saturday 2 of August, at noon.


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Jun
30
Server 58 down
Posted by Ethan Barnes on 30 June 2014 02:37 PM

The server needs to be rebuild and a restore has been done from backups.

Update: Sorry for the lack of updates but we were virtually bombed with help desk tickets, an announcement here would solve that, but we were running behind of everything this time.

Information about what happened, yesterday at 3:40 AM the server got freeze, a tech cold reboot it and this cause that the root and boot partition get corrupted, we were working for many hours trying to fix it instead of rebuild the server, we were able to restore the boot partition but not root which is on where all the contents of the servers are stored. So, we finally took the decision of rebuild the whole server and restore the contents from our backups and that is what we were doing non stop since yesterday.

At this moment all the services are up, but many sites are still unreachables because the content on /home is still being restored, this is done in alphabetical order, at this moment (9:50 AM EST of July 1) it's on H.

We will keep updating this post every time that we get something new or to keep updating the status of the restore every 2 hours.

We deeply apologies for all the troubles that this is causing to you.

Update 2: Most of the accounts are restored at this moment, if your is still not working, please open a help desk ticket.


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Jun
27
Server 32 Down
Posted by Jorge Catena on 27 June 2014 09:22 PM

Server 32 is down, we are still working on it trying to find out the reason. We are going to update this announcement as soon as we get something to inform. Please do not open a help desk ticket nor request chat asking for more information.

Update 1: 22:18 EST: Things don't look good, we are still working on this, we have the backups ready to a restore if is needed though.

Update 2: 01:10 AM EST: Our technician has brought this device to our workbench where we are trying to recover the RAID array. Once this is completed we will boot to a Live environment and begin data recovery. 

Update 3: 5:04 AM EST: I believe we were able to recover the root partition. However, due to corruptions  of boot, we are creating  create a copy of root for a new installation of OS and then copy your data back in. Currently running file checks on the partition. Upon its completion, will begin with the data extraction.

Update 4: 6:20 AM EST: Backing up data in progress. After the backup is complete, We will try to restore the /boot partition. If it does not work, the backup will be already made and we can proceed as previously suggested.

Update 5: 9:10 AM EST: Backup is still in progress.

Update 6: 10:56 AM EST: This data copy operation is still in progress.

Update 7: 14:05 EST: The backup is still in progress.

Update 8: 13:15 EST: The backup is in about 60%, unfortunately is going slower than what we initially thought, still this is the faster way to bring everything back online.

Update 9: 17:50 EST: Backup is 68%.

UPdate 10: 22:30 EST: Backup is done, we are rebuilding the server and then we will proceed with the restore. We expect to have some sites working in 2-3 hours (NOT ALL THEM)

Update 11: 2:55 AM EST: We are still restoring data on the server.


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