Impact: SmartyHost Toolkit and some session management servers
Services: HTTP Sessions
Date: Friday 11 June 2010
Duration: 15:30 – 16:40
Status: Resolved.
Summary:
Due to some internal session management issues the SmartyHost Toolkit along with some client sites may be losing session information. This issue is currently being investigated.
Update 16:40:
This issue has now been resolved.
Impact: Slow Web Hosting Services
Services: Web Hosting
Date: Tuesday 4 May 2010
Duration: 8am Tuesday 4 May – 8:45am Tuesday 4 May
Status: Resolved
Summary:
A technical issue with a number of Web Servers caused some websites we host to experience delays and/or timeout errors.
This issue was resolved shortly after the issue was identified this morning.
Email and DNS services remained unaffected.
Impact: FTP access not available on Platinum sites
Services: FTP
Date: Wednesday 14 April 2010
Duration: 16:25 – 17:22
Status: Resolved
Summary:
Our FTP cluster is currently experiencing some problems. This is preventing the upload and downloads of files from hosting packages. Technicians are currently working on a resolution. This has no impact on the serving of your sites as the web-server cluster is not affected.
Update 17:22
Technicians have resolved the issue. We apologise for the inconvenience caused.
Impact: All Services on .38 Server
Services: Mail, Web, FTP. MySQL
Date: Tuesday, 2 February 2010
Duration: 11:45 AEDST – Resolved
Status: Resolved.
Summary:
Smarty server dot38 went into a critical state, giving Host Unreachable errors for all services. Technicians are currently working on resolving the cause of the issue.
Update: (09:48 AEDT February 3rd, 2010)
Technicians are continuing to rollout a number of proactive and reactive steps to bring the server back online. At this stage we are still unable to confirm an ETA.
Update: (12:10 AEDT February 3rd, 2010)
Work on the server continues. Recovery has not yet been successful.
At this stage we are still unable to confirm an ETA.
Update: (16:36 AEDT February 3rd, 2010)
Technicians have been monitoring the server for around the last hour and are now satisfied that it is stable.
Impact: Delay on some incoming email
Services: Mail
Date: Tuesday, 8 December 2009
Duration: 14:00 AEDST – Current
Status: Resolved
Summary:
Following our earlier outage, we have observed large mail queues building up on our servers. Whilst we’re processing them as per normal, there is a significant volume to process and email messages may by delayed until later this afternoon.
Impact: No connectivity to all services
Services: All
Date: Tuesday, 8 December 2009
Duration: 11:00 – 13:40 AEDST
Status: Resolved
Summary:
We are currently experiencing network connectivity issues for all services. Technicians are looking into the issue.
Update, 11:18: We have established that this issue is related to an outage at our data centre provider. We will update again once we have further information.
Update, 11:35: Thanks for your patience. Services are now coming back online progressively.
Update, 11:55: Engineers are bringing services back online carefully and in sequence. Currently, we estimate that all services will be restored within 30 minutes.
Update, 12:30: Some services are back online, including POP/IMAP mail. Technicians are still working to restore other services. We will provide an update within the next 15 minutes.
Update, 12:45: Technicians are still working to restore full service. A number of web services are back online, and we’re working to bring the rest back up. We will provide another update in the next 15 minutes.
Update, 13:05: Most services have been restored to partial or full capacity, including the web sites, Toolkit, Webmail, POP/IMAP and inbound email. Technicians are still working on restoring full capacity to services. We will provide another update in the next 15 minutes.
Update, 13:20: Some services are still operating at partial capacity, and we’re working to restore these to full capacity shortly.
Update, 13:40: All services have been restored to full capacity. Some email sent between 11:00 – 13:00 has been queued and may be delayed for a few hours.
Update, 14:05: We’ve observed some issues with some MySQL databases using InnoDB tables. Our engineers are working to fix this now.
Impact: Access to Toolkit, SPanel, Legacy CPanel, sales and renewals, and Webmail
Services: Webmail, Toolkit, SPanel, Legacy CPanel and some SmartyHost SSL pages
Date: Monday, 7 December 2009
Duration: 09:00 – 09:30 AEDST
Status: Resolved
Summary:
We have observed some intermittent issues connecting to SmartyHost pages such as Toolkit, and our sales and renewals system. Technicians are currently investigating.
Update, 09:20: This is also affecting login services to the legacy control panel (domain/smartyhost), as well as access to the SPanel.
Update, 09:30: Technicians are still investigating the underlying issue, although these services have been restored. We apologise for any inconveniences caused by this disruption.
Impact: Unable to log into SmartyHost Webmail
Services: Webmail
Date: Friday, 27 November 2009
Duration: 14:35 – 14:50 AEDST
Status: Resolved
Summary:
There is currently an issue preventing clients from logging on to the SmartyHost Webmail service. Technicians are working on the issue. We apologise for any inconvenience caused by this interruption.
Update, 14:50: This issue is now resolved.
Impact: Strange message presented to callers to Technical Support
Services: SmartyHost Support
Date: Wednesday, 18 November 2009
Duration: 08:30 – 09.20 AEDST
Status: Resolved
Summary:
Due to an issue with our telephony vendor, callers to SmartyHost Support may be presented with a message stating that our office is closed. Callers are advised to hold for the message to be finished, as they will still be queued. SmartyHost apologises for any inconvenience caused by this interruption.
Update 09:20: This issue has been resolved.
Impact: Credit card payments made to SmartyHost may be declined
Services: Sales and Renewals
Date: Monday, 2 November 2009
Duration: 06:06 – 12:39 AEDST
Status: Resolved
Summary:
Due to an issue with our payment gateway and the Commonwealth bank, credit card payments may intermittently fail. We are currently liaising with our vendor to resolve this issue.
We apologise for any inconveniences caused by this interruption.
Update, 15:00 AEDST: We have confirmed the issue have been resolved at 12:39 AEDST.