[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 support@domaincheck.co.uk.

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] Zebra Office Phone Line

At approximately 14:20 on 29.6.15 a fault developed on our office land line interrupting both inbound and outbound calls. Some calls are connecting successfully then cut off during the call.

This fault has been raised to our telecom provider and we are waiting for inbound calls to be redirected to an alternative line.

In the meantime we are still available via email, info@domaincheck.co.uk for general enquiries and support@zebra.co.uk for technical support.

Sorry for any inconvenience caused while trying to contact Zebra Internet Services, we will update this post as soon as we know more.

UPDATE: 17:00
A fault has been detected in our telephone exchange and engineers are investigating.

UPDATE: 15:00
We have been informed that a faulty component has been identified and replaced  at the exchange.
We can once again be contacted on 0191 261 2252.

[Resolved] Network Connection

In the last few minutes we detected severe network connection issues.  These faults appear to be with our upstream network providers.

Engineers are working to resolve this issue as soon as possible and we will update this post when we have more information.

UPDATE 14:15 – Connectivity has now been restored and is being monitored for stability.  We have unconfirmed reports that the problem was due to a major Internet exchange crash which would have affected a huge number of UK providers.  Traffic has been re-routed away from this exchange for the foreseeable future.

UPDATE 13:45 – We’ve been informed that the connectivity issue is potentially affecting other ISPs and is not limited to our upstream providers.

[RESOLVED] Intermittent Connection Issues

We are currently experiencing connectivity issues with one of the upstream network providers.

This is being investigated by our head of systems and engineers at Onyx – this post will be updated as soon as we know more.

Update 06:40 – Connectivity remains fully restored with all network tests passing traffic as normal.  We will continue to monitor the situation.

Update 03:15 – All routing issues now appear to be resolved, with full connectivity restored.  We will continue to monitor the situation.

Update 00:40 – Whilst the situation is much improved, we have found that some destinations are still suffering connectivity issues.

Update 00:30 – We’re finally starting to see full connectivity being restored.  All current network tests that we’re performing are currently passing traffic without any issues.  We’re continuing to monitor the situation.


Update 22:45 – At 00:00 this evening engineers will start performing  configuration changes on one of their network edge routers that has been causing us some many issues today.  Due to the nature of the work involved, this work can only be performed within the pre-arranged maintenance window.  We will update this post as soon as we have further information.


Update 17:10 – Onyx have planned some major network testing & reconfiguration later this evening.  As the changes have potential to be service affecting network-wide they need to perform it within tonight’s network maintenance window, starting at approx 00:00 (midnight) tonight.  They are continuing to look for a simpler solution which can resolve the issue earlier.


Update 16:50 – We’ve been reassured that engineers will continue working on our connectivity issue until it has been resolved.  Our main office phone line will be closed as usual at 5:30pm, but we will continue to update this page as and when we have further information.


Update 15:50 – We have no further information on this issue at present.  We will update this post as soon as we have further information.  Onyx have dedicated significant resource to its resolution and are looking to have it resolved as early as possible.


Update 14:55 – Engineers are still investigating the issues we’re experiencing.  Symptoms of the problem are being unable to access specific IP addresses on our network, whilst accessing via a different Internet connection is fine but see issues with other addresses.  We will update this post as soon as we have further information.


Update 13:00 – Connectivity has been mostly restored, however connectivity to some destinations are still intermittent.


Update 12:00 – Whilst Onyx believe they had resolved the network-wide problem, Onyx senior network team now fully understand we’re having more specific issues and are now working towards a solution for us.


Update 11:40 – We are currently still experiencing routing issues through the Onyx network.  From our point of view, the issue appears to be part of the Onyx network incorrectly routing some of our traffic.  We will update this post as soon as we have further information.


Update: 10:25 – Onyx have updated us to say that a scheduled network maintenance job early this morning did not go as planned, causing a major outage.  They have made progress towards resolving the problem and hope to have full service restored shortly. We will update this post as soon as we have more information.

[Resolved] Internet connectivity issue

Our upstream network provider is currently suffering from a major network issue.  As a result, this is causing intermittent issues with all connectivity into the Zebra network.

Engineers are currently working on the issue and will have the problem resolved as soon as possible.

Update 23:25: Engineers are still working on the issue – Connectivity to our network continues to have intermittent issues.

Update 23:35: Connectivity has been stable for approximately 15 minutes so far with no further issues.  We are continuing to monitor closely.

Update 00:00: Connectivity continues to remain stable.  We’ll continue to monitor overnight and will update this post if any issues are encountered.

Update 17/02/2015 10:30: We’ve received an update from our provider as follows: “Our engineers are continuing to liaise with our suppliers and equipment vendors in order to determine the underlying cause of issues that some customers experienced late yesterday evening. We will provide further information as soon as we have them available.”

Update 20/02/2015 09:00: Our upstream provider has prepared a MIR for the issue.  This is available to our customers upon request.

Service Status Information