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Apr
15
Server 54 issues
Posted by Jorge Catena on 15 April 2014 05:06 PM

We are having problems with Server 54, seems a hardware related issue but we are still working on it, you will see your site going up and down while this happen. We appreciate your patience on this matter, please do not open a help desk ticket nor request chat about it, we are fully aware of the problems and working on it.

Update 1 04/14/2014 14:52 PM: We have initiate the rebuild of the array, we need to replace a couple of HDD that failed at the same time, in order of minimize the risk of data loss we need to replace the HDD one by one, this mean, replace one HDD; rebuild array and then replace the second. We don't have an ETA yet to provide, this announcement it's going to be updated as soon as we get something new.

Update 2 04/14/2014 17:54 PM: Not so great news, Raid 10 is broken into two groups, of two drives.
One group:One drive was rebuilding

One drive stopped responding to controller.

Other group:Looks okay
I am currently manually cloning the drive that stop responding to a new drive, ETA 4+ hours
ETA for total rebuild, if successful, 24 Hours.

Update 3 04/15/2014 00:25 AM: HDD 1 has been cloned, we are going to rebuild the raid now and then clone the next. Still ETA is 20 from now if we are lucky.


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Apr
5
Server 34 Rebuild
Posted by Jorge Catena on 05 April 2014 03:21 PM

Server 34 is being rebuilt at this moment. We expect a downtime of at least 6 hours. Please do not open tickets nor request chats related to this issue. We are going to post all the updates on this announcement.

Update 1: Saturday 5th 12:30 PM EST: We started the data restore.

Update 2: Sunday 6th 11 AM EST: Restore it's on 60%. Most of the /home has been restored, Mysql is on the queue.

Update 3: Sunday 6th 16:25 PM EST: Restore of /home it's on 80%. Mysql is being restored at this moment.

Update 4: Monday 00:42 AM EST /home has been fully restored, Mysql is still on about the 50%. We terrible sorry for the delay, but this is not something that we can speed up.

Update 5: Finally everything has been restored. If you still have issues with your site, please open a help desk ticket letting us know your domain, if you have troubles with a DB related site, let us know the DB name too.


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Mar
13
Rack Move: Servers affected 32, 36, 54 and 55
Posted by Jorge Catena on 13 March 2014 09:22 PM

Hello


We have to fisically move some servers from one rack to another on the same datacenter, this will cause a downtime on the following servers for about 2 hours. 

Servers: 32, 36, 54 and 55.

We sorry for the downtime generated but we have to do it on business hours due the nature of the move that may need the work of some external techs.

We appreciate the patience on this matter, please do not open a help desk ticket, nor request chat to requests updates, are going to be post here.


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Feb
25
Server 61 Down
Posted by Victor Hughes on 25 February 2014 09:17 PM

Server 61 is down. We are experiencing the issue with RAID in server. Our upstream engineers are working on server to retrieve the issue. we will have to rebuild the server from a bare metal restore and that we are in process of doing it.  The server will get back to online as quick as possible.

 

We appreciate your patience on this matter. Please do not request chat or open a help desk ticket about this, we are already aware of the issue.

 

Update 1 22:20 EST 02/25/2014 : We need to rebuild the whole server from the backup, at this moment we are installing the OS. We will keep updating this announcement as soon as we get something new.

 

Update 2 Wednesday, 26 February 2014, 08:05:46 EST. We have restored the database and the server configurations,  the only part left is the /home partition.

We will keep you posted regarding the status of the  restoration.

 

Update 3 Wednesday, 26 February 2014, 14:19:40 EST. We are still restoring /home and that we don't have an ETA yet.

Update 4 Wednesday, 26 February 2014, 19:02:44 EST. The 200 GB of 500 GB was already restored in a server. The remaining /home is currently restoring in a server.

Update 5 02/26/2014 9:50 AM EST: Most of the data is already restored and there are only a few of account left on queue. If you are still having problems with your account (missing files on it), please open a help desk ticket letting us know your cpanel username and we will take care of that ASAP. 

We will keep you posted regarding the status of the  restoration.


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Jan
14
Datacenter issues at Philly
Posted by Jorge Catena on 14 January 2014 06:19 AM

We are having troubles on the datacenter in Philadelphia, servers affected are:

24, 29, 48, 49 and 50. 

It should be resolved shortly according to the word of the techs working on the datacenter. We appreciate your patience on this matter.

Please do not request chat or open a help desk ticket about this, we are already aware of the issue.


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