SITES ALL DOWN

[Del]

All of our sites are currently down  -  Pitfall.

Can we have an estimate of when they will be back up.   This has been happening intermittently during the past week or so.

Am puting this here because I can't log in to the support area.

[WHSP-Mark M]

All of our sites are currently down  -  Pitfall.

Can we have an estimate of when they will be back up.   This has been happening intermittently during the past week or so.

Am puting this here because I can't log in to the support area.

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Hi Del,

We apologize for the delayed responce.  Are the sites still showing as down for you? If so please contact us via telephone at 1-888-860-1287 and we will work with you to make sure things are working as they should for you.

Regards,
Mark

[Pat]

Hi Del,

I just wanted to follow up with you on this issue.  We have reviewed the notes from our technicians during the last week and don't see where we've had any problems with Pitfall.  We also don't see any unusual tickets from other customers either indicating a problem on our end.   There were some traffic spikes yesterday morning, but otherwise fairly consistent over the last week.   Is it possible you might be experiencing a problem with your ISP?  

If you continue to experience problems, please call our techs at the number Mark provided above and they can assist you in trouble shooting.  Also, if you need assistance logging into the support desk, let us know so we can assist you with that.   You can also email support @ webhsp.com and a ticket will automatically be generated.

Thanks and hope this week is better for you.

Pat

[Del]

The sites were definitely down for around 45 minutes yesterday with shorter periods of downtime earlier and later.
The time was 2.30pm our time which was 8.30 pm Sunday for you.

It wasn't an ISP issue as a number of our clients using varying ISPs noticed it.

It did seem to coincide with traffic peaks   -  red lights showing on WHM Service Status.

Re:  the account desk, there have been a few instances when I've had problems with it  -  can't get past the login screen, no error messages or anything.  Yesterday however it didn't like my password so I had to wait until my email was working again to be able to get a new password.

All is well now.   Will let you know if we notice anything further.


PS

I see the server load is at 21.45 now.   But sites seem to be up OK

[Del]

Sites are down now. It is 9.14 am    or     2.15 pm your time.

Server load is 12.17

[Pat]

Hi Del,

I wasn't able to log in and neither was our tech for a few minutes, but then we were able to get in okay....the server seems to be running fine, but Alex is reporting some ports are not working and named (dns) is not working.  That's really weird, too.  Anyway, we've got Alex working on it now.

I recommend you go ahead and open a ticket any time you have a problem like this, so that we can better analyze and resolve whatever is going on.  That will also help John and I if the problem continues as we can then do better job of addressing ongoing issues that the techs may miss because of shift changes.    

Thanks!

Pat

[Pat]

Hi Del,

Just wanted to give you an update.

The techs are still working on the problem.   Apparently there are 6 servers having the same problem. It appears they are experiecing some type of software issue with named not working.  I'm posting an announcement and will keep it updated as we learn more.

Hopefully this won't take too long to figure out and we're sorry for the inconvience.

Pat

[Pat]

Hi Del,

The problem was a form of Dos Attack called Smurf attack. Smurf attack uses bandwidth consumption to disable a victim system?s network resources.  

The datacenter has turned off recursion in the DNS settings to get the servers back online.  This fix is temporary and may cause some side effects, so we ask customers to let us know if they have any problems.  

Here is a link for more information regarding the attacks.  You can scroll down to see more detail on the Smurf or Fraggle attacks.

http://www.securitydocs.com/library/2576

Hopefully this information is helpful and the sites should all be working shortly.

Sincerely,

Pat

[Del]

Thanks all seems well now.