Web513 - New Platform Server Outage
Update 3.45pm - Sites are starting to come back on line. The server had no disk issues (it was a software issue) so data was restored from live data (that caused a delay as we could not shut down the old server and re-use the IP until the restore happened but we felt live data was more beneficial than losing up to 24 hours of data from a restore even if it did prolong the outage by 90 mins). We anticipate things being back in 40 mins max. Apologies to the 12 affected clients today we know it's a small subset of our client base but we totally get that downtime is not good and seriously affected your operations. We will have our system admin team write a report on what happened to send to you tomorrow so you can understand the delays.
Update 2.50pm - Anyone wanting to get their site back on line quicker should update their IP address to 152.89.64.85 or ask our support team to assist with this. We'll have a full outage report once sites are back. We are still awaiting a support reply from Enhance the software vendor and our ticket was opened 3 hours ago.
Update 1.30pm - Really sorry this is still an issue. There is one database with an extremely long name (Among other very unusual traits) that is causing some headaches. The team are currently still working on this and are awaiting help from Enhance control panel vendor. We truly appreciate the frsutration among the small number of affetced clients. We want to assure you that our senior admins are working diligently to resolve this as quickly as they can. Whilst we await assistance from Enhance we are in the background building a new machine that we can restore sites to - we hope this is not needed.
We are aware that last week Web513 crashed for a couple of hours and we thought we had it resolved. The same thing has happened today. Rather than patch another fix we need to resolve this permanentlly. Downtime will be 1-2 hours and we are sincerely sorry.
There are about 12 websites affected belonging to 12 clients. Our senior admin is working as fast as he can to resolve this issue and we want to assure you he is working as fast as he can to resolve this.
