Category Archives: Shared Hosting

[RESOLVED] Shared Hosting Server Degraded Performance

One of our shared hosting servers, Linsvr2, is currently experiencing higher than usual load.

This is causing websites & email accounts for customers hosted on that server to either run slower than usual or timeout with an error.

Engineers are currently investigating and will update this post as soon as possible.

 


It appears a customers WordPress website has been compromised and as a result a rogue webscript had been installed.  This script contained programming errors that caused it to run in an “infinite loop”, using all available processing resources.

The compromised website has been shut down until our customer can confirm they have resolved the problem.

[INFORMATION] Christmas & New Year Business Hours

Over the festive period, Zebra’s office will be closed on Christmas Day, Boxing Day and New Year’s Day.

We will be closing at 13:00 on Thursday 24 December and Thursday 31 December. Our usual business hours will apply on all other days.

Outside these times please submit a support request from within your Domaincheck control panel or email [email protected].

Customers who use our datacentre services can continue to use the emergency out-of-hours support line for urgent support issues.

We would like to thank you all for your business this year and we wish you all a Merry Christmas and a Happy New Year!

[RESOLVED] Email Sending Issues

Over the weekend one of our customers email addresses was compromised and used to send out a large amount of SPAM.  This had caused the server to be temporarily listed on a few external email blacklists.

The compromised account has been suspended and the server is no longer blacklisted, we are now waiting for other email providers to update their blacklists.

In the meantime customers hosted on “Linsvr1” might experience difficulties sending to some email destinations but not to others.

Updated: 17:20 

[COMPLETED] Important Network Maintenance

Our upstream network provider, Onyx, have recently made a significant investment in upgrading their core network to a resilient 10Gb capacity architecture to vastly improve the level of service and flexibility of connectivity offered to customers.

The upgrades are now ready to be put into place and this requires Onyx to undertake out of hours migration work during November. Onyx are planning to ensure minimum impact to customers as well as offering additional support to us before, during and after the migration.

Please be advised that a maintenance window from 23:00 on 12th November 2015 until 04:00 on 13th November 2013 has been allocated to this work.

Whilst every effort will be made to minimise impact, services we provide such as Internet connectivity, Website Hosting, Email and DNS and should be considered at risk during this period and we will be sending updates before, during and after the work.

If after the maintenance period has closed you are still encountering issues, please contact us via your usual support channels.

Update: 13/11/2015 04:00 – The network maintenance period has been closed.  No impact on our services was observed whilst the work was taking place.  If any customers should be encountering issues, please contact us via your usual support channels.

[RESOLVED] Shared hosting server failure

Yesterday evening a hardware problem occurred on one of our shared hosting servers. This caused a number of the services offered by this server to fail. As a result, customers hosted on this server would have had problems with sending/receiving emails and/or problems accessing their website.

Users trying to access their control panel may have seen a “Server under maintenance” message.

Engineers worked as quickly as possible to restore this server and all services were up and running again at approximately 08:20 this morning.

Plans were put in motion a number of months ago to replace the server hardware with new high-performance servers and migrate customers to the new platform. The new hardware is already installed in our datacentre and has been undergoing stress-testing before being brought into production. The migration plan we have in place for moving customers over to this new server will be accelerated and we will let the affected customers know as soon as possible when we plan to migrate customers.

[RESOLVED] Temporary routing issue

Earlier this evening at approximately 18:25, we lost connectivity with one of the edge routers in our upstream provider’s network.

Connectivity was still available via alternate paths but routing would have taken a few minutes to stabilize.  Connectivity with the router was re-established approximately 5 to 10 minutes later but during this time connectivity would have been affected by routing converging on the alternate path.

Connectivity was affected for approximately 10 minutes during this time.  We are continuing to monitor the situation.


 

Update 19:15: Connectivity has stabilized and traffic levels have returned to normal.  We are continuing to monitor the situation and will provide any updates as and when we have further information.

Update 18:50: Connectivity is still being affected via various paths, we’re investigating and will update this post as soon as we have more information.

Update 18:45: We have received an update from our provider advising us of a faulty circuit on one of their primary links causing connectivity issues.  This link has been removed from service whilst investigations are taking place.

[Resolved] Control Panel, Email and Websites

We are currently experiencing issues where some customers are unable to access the control panel. This has been caused by high load on one of our Linux hosting servers.

This high load can also cause websites to load slowly and email to be delayed.

Our head of systems is investigating the issue and we will update this post when we have more information.


Email and website traffic is now working normally however control panel access is still producing errors under some conditions.
We are continuing to investigate.


Customer who were unable to access the control panel will now be able to sign in.

Sorry for any disruption this has caused.

Spoofed emails from “MyFax.com”

This afternoon we’ve received reports of customers receiving lots of junk mail supposedly from “myfax.com”.

Each email contains a link to a website that attempts to install a virus on the visitors computer.

If you receive an email that appears to come from “[email protected]”, please delete it without clicking on the link contained within.  If you have already clicked the link, we strongly advise you to scan your computer with an up-to-date virus scanner as soon as possible.

In the meantime, on all our shared hosting servers and our Mailscan spam scanning service, we have blacklisted the myfax.com domain-name.

Resolved: Control Panel Access

During the night a server that runs our control panel system developed a fault, our head of systems is at the data centre now to resolve the issue.

Website and email services are still running as normal but access to the control panel to make any changes is currently unavailable.

We will update as soon as more information is available.

Update…
The server is now responding after a restart and the control panel is available once again.

Email delivery issues

Early this morning we discovered a customers out-of-date WordPress installation on one of our servers had been compromised. The compromised website was then used to send out large amount of junk email.

As soon as the problem was discovered, the website was disabled and all remaining junk email removed from any outbound queues.

Unfortunately, as a result, a few external DNS Blacklists (RBLs) have temporarily listed the affected server.  We have requested removal from these RBLs and are waiting for the blocks to be removed.  In the short-term, some customers may find some emails to certain providers are temporarily rejected until the blacklists are fully removed.