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  • Support Team

    SmartyHost Datacentre Power Outage

    Support Team 7:28 pm on March 6, 2010 | 0 Permalink

    Impact: No connectivity to all services on 218.185.xxx.xxx
    Services: All
    Date: Saturday, 6 March 2010
    Duration: Saturday, 6 March 2010 16:30 AEDST to Sunday, 7 March 2010 02:30 AEDST
    Status: Resolved

    Summary:
    The Optus Sunshine Datacentre is currently affected by a whole building power outage. Optus Technicians are working closely to restore services and anticipate to have power fully restored by 21:00 Mar 6 2010.

    Customers who have completed their upgrade to the platinum system are not affected.

    Update: 21:03 AEDST – Optus have advised full power to the building – Our link provider Uecomm is working with technicians to restore network connectivity

    Update: Sunday 02:30 AEDST – Uecomm have replaced faulty network hardware caused by the power outage – Services are fully restored

     
  • Support Team

    Webmail problems? Still using the old Webmail?

    Support Team 12:14 pm on March 4, 2010 | 0 Permalink

    Impact: Customers upgraded to Project Platinum
    Services: Webmail
    Date: Ongoing
    Duration: Current
    Status: Current

    Summary:
    We have had a number of support enquiries from customers who have been upgraded to Project Platinum. They have reported that no new email has been delivered to their Webmail. In most cases it can be attributed to logging into the old version of Webmail.

    If you log into SquirrelMail or via an IP address and you don’t see recent email try logging into the new Webmail interface. The address is https://webmail.smartyhost.com.au/

     
  • Support Team

    Email problems? Have you updated your user name?

    Support Team 12:07 pm on March 1, 2010 | 0 Permalink

    We’re shutting down our old email system as part of our Platinum upgrades. If you haven’t yet updated your email user name, you won’t be able to send and/or receive emails. Don’t worry – no emails have been lost. We’ve prepared some instructions to update your email settings.

     
  • Support Team

    Domain Name Registration Scheduled Outage

    Support Team 5:52 pm on February 26, 2010 | 0 Permalink
    Tags: .au, ausregistry, Scheduled

    Impact: .AU Domain Name Registration Services Unavailable
    Services: .au Domain Name Registration
    Date: Sunday 28 February 2010
    Duration: 8am Sunday 28 February – 4pm 8am Sunday 28 February
    Status: Scheduled

    Summary:
    An upstream provider, AusRegistry has scheduled an outage for 8 hours, between 8am to 4pm this Sunday the 28 February 2010.

    This means that domain name registrations between this time will not be performed, and instead will be queued for processing once the maintenance has been completed.

    Domain name registrations other then .AU will remain unaffected.

     
  • Support Team

    Email update

    Support Team 9:28 am on February 26, 2010 | 0 Permalink

    Impact: Logging in to email.
    Services: Email
    Date: Friday 26th February
    Duration: Ongoing
    Status: Outstanding

    Summary:
    If you are having problems logging into your email the first thing to check is your email account’s username. You simply need to change your mXXXX username to your email address. Here is a link to the Platinum help page.

     
  • Support Team

    Logging into email accounts

    Support Team 9:26 am on February 23, 2010 | 0 Permalink

    Impact: A number of customers can’t login to their email
    Services: Email
    Date: Tuesday 23rd February
    Duration: Overnight – 1209 AEDST
    Status: Resolved

    Summary:
    Technicians have identified an issue with some email accounts. As a result a small number of people are currently unable to log into their email.

    A fix for this is currently being rolled out. There is no ETA at this stage.

    Update: 0947 AEDST
    Technicians have resolved the issue with most of the affected email accounts.

    Update: 1040 AEDST
    A number of customers have reported that they can’t log into their email accounts following the upgrade. The first thing to check is your email account’s username. If the username is still in the old mXXXX format you should upgrade the username to your email address.

    Technicians are still working to resolve other email login issues.

    Update: Resolved 1209 AEDST

     
  • Support Team

    Websites on Dot15

    Support Team 9:00 am on February 22, 2010 | 0 Permalink

    Impact: Web
    Services: Web on dot15
    Date: Monday 22nd February
    Duration: 0000 AEDST – 1632 AEDST
    Status: Resolved

    Summary:
    Technicians are currently investigating an issue affecting a number websites on Dot15. ETA not available at this stage.

    Update: 1003 AEDST
    Work is continuing on Dot15.

    Update: 1126 AEDST
    Technicians are currently rolling out a fix to this issue. ETA isn’t available.

    Update: 1438 AEDST
    Technicians are bringing up batches of sites at a time. No ETA

    Update: Resolved 1632 AEDST
    All affected sites have been restored. SmartyHost thanks you for your patience.

     
  • Support Team

    Toolkit outage

    Support Team 5:15 pm on February 17, 2010 | 0 Permalink

    Impact: Toolkit inaccessible
    Services: HTTP for Toolkit
    Date: Wednesday, 17 February 2010
    Duration: 23:00 AEDT – 23:30 AEDT
    Status: Complete

    Summary:
    Due to an upgrade of our hosting infrastructure there will be a 30 minute period where the toolkit will be inaccessible.

    Update 23:40 AEDT:
    The upgrade has been completed successfully.

     
  • Support Team

    Scheduled outage

    Support Team 5:05 pm on February 17, 2010 | 0 Permalink

    Impact: Smartyhost and Sitebuilder outage
    Services: HTTP and FTP for Smartyhost and Sitebuilder sites
    Date: Thursday, 18 February 2010
    Duration: 0:10 AEDT – 0:15 AEDT
    Status: Complete

    Summary:
    Due to an upgrade of our hosting infrastructure there will be a brief interruption during a 5 minute window to Sitebuilder and Smartyhost sites.

    Update 0:20 AEDT:
    The upgrade has been completed successfully.

     
  • Support Team

    Dot156 - Unavailable

    Support Team 9:22 am on February 16, 2010 | 0 Permalink

    Impact: All services on Dot156
    Services: Mail, Web, FTP. MySQL
    Date: Tuesday 16th February, 2010
    Duration: 0410 AEDST – 0925 AEDST
    Status: Resolved

    Summary:
    Earlier this morning Dot156 failed to respond to monitoring. Technicians are currently working on the server.

    We don’t have an ETA yet.

    Update: 0925 AEDST
    Technicians have restored all services to Dot156

     
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