SmartyHost Status Updates » Uncategorized

Service outage for mysql.smartyhost.com.au

Support Team — Mon, 30 Aug 2010 02:21:47 +0000

Impact: Service outage for mysql.smartyhost.com.au
Services: Databases hosted on mysql.smartyhost.com.au
Date: Monday, 30 August 2010
Duration: 0600 – 0815 AEST
Status: Resolved

There was an issue affecting the mysql.smartyhost.com.au server which caused any dynamic sites accessing that server to fail. This issue has now been resolved. We apologise for any inconvenience caused by this interruption.

Windows hosted websites

Support Team — Tue, 13 Jul 2010 04:03:37 +0000

Impact: Our Windows server is underperforming
Services: Web, Email
Date: Tuesday, July 13 2010
Time: 1345 AEST – Current
Status: Current

Update 1745 AEST
Windows services have been restored and the cause of the issues is currently being investigated.

Summary
Technicians are investigating issues with our Windows server. It started under performing at around 1:45 this afternoon.

Some sites loading slowly

Support Team — Mon, 12 Jul 2010 03:40:47 +0000

Impact: A number of customer web sites
Services: Web
Date: Monday, July 12 2010
Time: 1324 AEST – 1700 AEST
Status: Resolved

Summary
Technicians are currently investigating an issue that is causing some sites to load slowly.

Update Monday July 12 2010, 1353 AEST
The cluster appears to be stable. Close monitoring will continue for a while before we class this as resolved.

Update Monday July 12 2010, 1434 AEST
The cluster is still performing at acceptable levels.

Update Monday July 12 2010, 1700 AEST
Technicians have monitored the cluster for a few hours and are satisfied that it is stable.

Uplink upgrade

Support Team — Mon, 05 Jul 2010 00:57:21 +0000

Impact: All inbound and outbound traffic
Services: Web, email, databases, etc.
Date: Tuesday, July 6 2010 and Sunday, July 11 2010
Time: 2130 – 2230 AEST(Tue) and 01:00 – 01:30 AEST (Sun)
Duration: 5 minutes
Status: Completed

Update: Tuesday, July 6 2010
In preparation for the Sunday upgrade we need a brief outage tonight. Between 2130 and 2230 AEST there will be a five minute outage.

Summary
We are upgrading our uplink to increase capacity to our Unified Platform. As part of this process we will be changing to a new Internet provider. This new provider will enable us to double the current throughput capacity.

This process will require a brief outage between 01:00 and 01:30 AEST. The actual outage should only be around five minutes.

Uplink provider issues

Support Team — Tue, 29 Jun 2010 04:13:22 +0000

Impact: Connectivity
Services: All services
Date: Tuesday, June 29 2010
Time: 13:30 AEST – 15:08 AEST
Status: Resolved

Update: 15:08 AEST – Resolved
The issue with the uplink has been resolved and data flow is returning to normal parameters.

Update: 14:53 AEST
There is no change to the status at this stage.

Summary
We have observed high packet loss on one of our routers. This has led to a degradation of service on that uplink and may lead to connectivity issues for some customers.

Technicians are working with our uplink provider to resolve this issue.

Smartyhost web site

Support Team — Wed, 23 Jun 2010 01:10:18 +0000

Impact: Smartyhost Web Site
Services: http://www.smartyhost.com.au
Date: Wednesday 23rd June 2010 – Thursday 24th June 2010
Duration: 10:20am – Current
Status: Current

Update 2:35am
Technicians are working on some corrupted data that we believe led to the issues on the m4-mysql1-1 node.

Update 12:09am
The database server has been stable for the last hour. We will continue to monitor it closely.

Update 10:47am
No changes at this time

Update 8:55am
Despite the node being stable all night it is currently showing intermittent issues again this morning. Technicians are working on it now. Please know that no customer sites are affected.

Update 4:36pm
Issues with the node are still affecting the performance of the SmartyHost web site. Technicians are still working on it.

Update 12:24pm
The site appears to be stable again now. We’ll continue to monitor it before marking this issue resolved.

Update 11:20am
Technicians are still working on the issue affecting the database server our site uses.

Summary:
Technicians are investigating an issue with the database server that http://www.smartyhost.com.au uses. No customer site should be affected by this.

Website/toolkit/phpMyAdmin and some MySQL client sites inaccessible

Support Team — Mon, 17 May 2010 22:23:47 +0000

Impact: Website/toolkit/phpMyAdmin and some MySQL databases
Services: Web
Date: Tuesday 18 May 2010
Duration: 08:00 – 10:00
Status: Resolved.

Summary
There is currently an issue affecting a number of websites. Technicians are investigating the issue. Updates will be posted as they come to hand. We apologise for the inconvenience.

Update 10:05 Tuesday 18 May 2010
This issue has now been resolved.

Important Service Notice email sent out in error

Support Team — Mon, 17 May 2010 07:20:56 +0000

Impact: Important Service Notice email sent out in error
Services: Web Hosting
Date: Tuesday 17 May 2010
Duration: 4:45pm Monday 17 May – 5:45pm
Status: Resolved

Summary:
This afternoon an email was sent to a number of customers with a subject line of “Important Service Notice – Please Read Carefully”. This email was intended to go to a select few customers and unfortunately it’s been sent to a larger number. We will be sending a retraction email shortly.

Update Monday 17 May 5:55pm
A retraction email has been sent to all customers thats should not have received the earlier email.

Dear Harry,

Due to an oversight on our part you received an email from us a short while ago titled ‘IMPORTANT SERVICE NOTICE – PLEASE READ CAREFULLY: discontinuing your hosting plan’

Please ignore and discard this message as it was sent by mistake to some of our customers who have already been migrated to our improved Platinum hosting platform.

I can confirm that your website is one of the over 50,000 services which have been successfully migrated.

You are already benefiting from the improvements we’ve delivered in the migration to Platinum – including improved spam filtering and service reliability.

While our systems have improved markedly we haven’t completely eliminated human error. I am sorry that we proved all too human and accidentally sent you this email earlier.

Thank you for your understanding.

We sincerely hope you are enjoying our Platinum upgrade.

Best regards,

SmartyHost Datacentre Power Outage

Support Team — Sat, 06 Mar 2010 08:28:22 +0000

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

Webmail problems? Still using the old Webmail?

Support Team — Thu, 04 Mar 2010 01:14:01 +0000

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/