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Last Incident


Status: Resolved - Posted at: 10th August 2021 - 16:02

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Past Incidents

Resolved

Dallas network connectivity issues

Posted at: 5th August 2019 - 06:57

08/05/2019 06:57 - We are having connectivity issues in Dallas at the moment. Our engineers is working to resolve the issue.

08/05/2019 07:49 - Our engineers are still trying to resolve the issue. Your patience is appreciated.

08/05/2019 08:02 - We have found the root cause of the issue and 90% of the servers are back online now.

08/05/2019 09:53 - All the servers are back online. The issue was related to a bug in our networking gear. We have applied a fix for this and we'll upgrade our core networking gear to have full redundancy to avoid issues like these in the following month. A full RFO will be posted here.

------------------------------

Reason for Outage:

Out of a sudden we have started to notice some of the IP addresses disappearing from the ARP table of our core router and we have started investigating the issue.

All the network configuration was correct and it's been running with the same configuration for the past 4 years without issues.

We have then identified that once a random MAC ID gets online, the ARP table was getting filled up in a few seconds which was causing the unstability.

We have narrowed down to which MAC ID was causing the issue and then we have replaced it.

We have notified the manufacturer of the routing gear about the issue and we are awaiting an explanation.

We are sorry for the inconvenience caused by this.

Resolved

Partial network connectivity issues in Dallas

Posted at: 17th July 2019 - 14:23

We are experiencing partial network connectivity issues in Dallas. This is related to one of our uplink providers.

Your VPS's are not offline completely but they may be having some issues for some parts of the world.

Our engineers are working on the issue at the moment.

Update 17 July 2019, 2:55 PM: The issue has been narrowed down by our DC network engineers.

Update 17 July 2019, 3:02 PM: Everything is working as it should for the past 12 minutes as of now. We continue to monitor the situation.
Resolved

Issue with two servers in UK

Posted at: 9th July 2019 - 08:49

Tuesday, 09 July 2019, 08:49 - We're investigating an issue with our ukhighram1 and ukvz7highram1 host nodes. All other UK services are currently online. We'll provide updates here as we have them. 

Tuesday, 09 July 2019, 10:01 - This issue is still under investigation. An ETA is not available beyond as soon as possible. 

Tuesday, 09 July 2019, 11:00 - Our datacenter hasn't provided us with enough information about the source of the outage. They are still working on to get them back online.

Tuesday, 09 July 2019, 11:29 - Our datacenter has notified us that the power distribution unit in the rack which is connected to these servers is having issues and that they are working on to replace it.

Tuesday, 09 July 2019, 12:25 - The PDU has been replaced and all servers are back online now. If you're still seeing a connectivity issue please don't hesitate to ticket in to inquire and we'll investigate. Thank you. 
Resolved

Storage server connectivity with IP range 63.142.248.xxx

Posted at: 28th June 2019 - 12:15

Friday, 28 June 2019, 12:15 - we're aware of a connectivity issues for storage servers in IP range 63.142.248.xxx and are working this issue now. 

Friday, 28 June 2019, 12:39 - this is fixed. If you're still seeing an issue with 63.142.248.xxx please do tricket in. 
Resolved

Dalhighram16 - connectivity issues

Posted at: 26th June 2019 - 02:37

Wednesday, 26 June 2019, 02:37 - We are experiencing connectivity issues and are currently investigating the problem on dalhighram16. Updates to follow.
Wednesday, 26 June 2019, 02:53 - We have identified the problem and applied a fix. Connectivity is restored in full.
Resolved

Network Downtime in Dallas

Posted at: 21st June 2019 - 15:19

Friday, 21 June 2019, 15:19 - We're aware of Dallas connectivity issues and are investigating now. 

Friday, 21 June 2019, 15:41 - This is a networking issue. Our engineers is working on it at the moment.

Friday, 21 June 2019, 15:50 - All the data is safe. We are working on getting our spare router up and working.

Friday, 21 June 2019, 15:59 - Our network is back online. Our engineers is doing their checks before confirming this is stable now.

RFO:

We have experienced a BGP flap on Thursday, 20 June 2019, 08:59 and our engineers have investigated the situation and found out that our main router has rebooted itself for an unknown reason.

We have been monitoring our router since and we haven't seen any irregularities until Friday, 21 June 2019, 15:19.

On Friday, 21 June 2019, 15:19, our router became inaccessable again.

We have dispatched datacenter engineers to physically connect to the router and unfortunately they weren't able to.

We have then immediately attempted to put our spare core router online to replace the faulty one.

Finally on Friday, 21 June 2019, 15:59, the spare router was in place and up and running and our BGP session was reestablished.

For this not to happen again in the future, we are moving forward with our our core redundancy setup plans to have full network redundancy in advance of our scheduled date to complete this.

We sincerely apologize for the inconvenience this situation has caused you and we appreciate your understanding very much.

Resolved

Connectivity issues in Dallas Location

Posted at: 20th June 2019 - 08:59

 Thursday, 20 June 2019, 08:59 - we're aware of Dallas connectivity issues and are investigating now. 

Thursday, 20 June 2019, 09:09 - issue resolved and everything back online. Please do open a ticket if you're still seeing connectivity issues. Thank you. 
Resolved

Varied Dallas network connectivity issues

Posted at: 31st May 2019 - 07:56

Friday, 31 May 2019, 07:45 - Some customers are reporting connectivity issues to our Dallas location. If this is affecting you, please run a traceroute from yourself to one of your Dallas services and provide it in a ticket. Thank you.

Friday, 31 May 2019, 08:11 - Issue is solved, waiting for confirmation of stability from datacenter.

Friday, 31 May 2019, 09:40 - Issue confirmed solved, RCA from datacenter: We received this from he.net. One of the routers in Ashburn unexpectedly reloaded, resulting in some routing irregularities while paths converged.
Resolved

dalpremium12 emergency reboot

Posted at: 5th May 2019 - 08:09

We are rebooting dalpremium12 node to fix unstability issues. It should come back up in the next 5 minutes.

Update 08:14. All VPS's are booted back up.
Resolved

Dallas packet loss

Posted at: 20th April 2019 - 08:39

Saturday, 20 April 2019, 08:39 - we're aware of the packet loss in Dallas and are investigating now. 

 Saturday, 20 April 2019, 09:23 - issue has been resolved and network should be stable now. Please do ticket in if you're still seeing packet loss. 
Resolved

ukhighram3 is offline

Posted at: 24th March 2019 - 17:49

Sunday, 24 March 2019, 17:49 - We're aware that this server is currently offline. We've reached out to the datacenter and are currently assessing the situation. Further updates will be tagged to this announcement as they become available. Thank you for your patience.
Sunday, 24 March 2019, 21:50 - The node is back online, we're awaiting an RFO from the DC. Your VMs should now all be coming back online.
Resolved

Connectivity issues impacting some Dallas Storage VPS services

Posted at: 12th March 2019 - 01:04

Tuesday, 12 March 2019, 01:04 - We are aware on the connectivity issues affecting some of our Storage VPS Dallas customers. This is related to  an emergency maintenance of our upstream provider. Pending further updates.

Tuesday, 12 March 2019, 04:01- Connectivity issues are resolved.
Resolved

Dallas Network downtime

Posted at: 16th February 2019 - 14:11

Saturday, 16 February 2019, 14:11 - we are aware of the Dallas connectivity issues and are investigating now. 

Saturday, 16 February 2019, 14:19 - connectivity is back, awaiting confirmation from the datacenter for stability. 
Resolved

UK location emergency PDU maintenance

Posted at: 6th February 2019 - 13:26

Due to a potential PDU issue in our UK cabinet, our DC is going to perform a PDU swap. During this time ukhighram1, ukhighram2, ukhighram3 and ukhighram4 is going to be offline for a period.

The maintenance is going to take place at Thursday February 7th, 2019 @ 5:00PM CST.

The maintenance window is for a few hours but we are expecting that the VPS's are going to come online within 30-40 minutes.

This maintenance is to fix the problem the DC had with their power distribution last week. They have assured us that after this maintenance, they are not expecting any downtimes in the future.

We are sorry for the inconvenience caused due to this.

Update Thursday February 7th, 2019 @ 5:00PM CST: We have shut down all the VPS's which are going to be affected by the power maintenance.

Update Thursday February 7th, 2019 @ 5:21PM CST: The DC has let us know that the maintenance has been started.
Resolved

Connectivity issues affecting UK

Posted at: 1st February 2019 - 20:18

Friday, 01 February 2019, 20:04: We've detected connectivity issues affecting our UK nodes, we're currently investigating. Will keep you posted.
Friday, 01 February 2019, 23:46: Services seem to be back online. We'll continue observing the situation and monitoring the nodes.
Resolved

lastorage1 connectivity issues

Posted at: 14th January 2019 - 09:27

Monday, 14 January 2019, 09:24 - we are investigating an issue with our lastorage1 host node. We will update this announcement as we have more information. 

 

Monday, 14 January 2019, 10:22 - This issue is now resolved, root cause was a PDU issue which has been replaced. 

Resolved

dalhighcpu2 emergency reboot

Posted at: 13th January 2019 - 20:18

Sunday, 13 January 2019, 20:17 - We discovered that this node had kernel panicked, subsequently, an emergency reboot had to be issued. VMs are now booting and should become available over the next 10 minutes. A root-cause analysis will be performed once stability resumes.
Resolved

Dallas Network problem

Posted at: 10th January 2019 - 14:33

Thursday, 10 January 2019, 14:33 - we're investigating a Dallas connectivity issue now. We will update this announcement as we have more information. 

Thursday, 10 January 2019, 14:42 - looking like a power issue affecting specific servers. Investigation continues, will update this announcement as we have more information. 

Thursday, 10 January 2019, 14:48 - servers should be back online. We're still investigating to ensure they stay online. 

Resolved

dalpremium8 Emergency Reboot

Posted at: 8th January 2019 - 02:33

Due to an unstability issue with dalpremium8, we have to do an emergency reboot.

All VPS's should come back online in less than 5 minutes.

Update: 01/08/2019 02:38: All VPS's are back online.
Resolved

Intermittent connectivity affecting some Dallas nodes

Posted at: 21st December 2018 - 02:07

Friday, 21 December 2018, 02:07 - We're aware of the issue, and are attempting to follow up with our connectivity provider. Further updates will be posted to this issue as we receive them.

Friday, 21 December 2018, 07:12 - Connectivity should be restored now. Please let us know if you're still seeing accessibility issues and we will engage. Thank you. 

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