Emergency Server Reboot Maintenance (Resolved)
  • Priority - High
  • Affecting Server - UK5
  • We will have an emergency maintenance tonight at 22:00 GMT (UK TIME). There will be an interruption to your service hosted on the server UK5 with an estimated 20 minutes downtime while the server reboots.

     

    You do not need to do anything your end. The websites should automatically come back online after the server has rebooted.

  • Date - 30/10/2020 22:00
  • Last Updated - 30/10/2020 22:31
UK4 ==> UK5 Server Migration (Resolved)
  • Priority - Medium
  • Affecting Server - UK5
  • What will we be migrating?

     

    We will be migrating all websites from Server UK4 to our newly setup Server UK5.

     

    When will we be migrating?

     

    On Monday, 19 October 2020 @ 22:00 (BST)

     

    Why are we migrating?

     

    We are migrating all websites from an older server running SSD to a newer server running SSD NVMe. In some cases, SSD NVMe will help make your websites load a little faster than they already do. So this is a FREE upgrade to the customer.

     

    Will the pricing, specs or features be changing?

     

    Apart from us giving a FREE upgrade from SSD to SSD NVMe, the pricing, specs and features will stay the same.

     

    Will any of the websites be offline during the migration?

     

    Only if you are NOT using our DNS cluster nameservers or pointing to the IPs used for our DNS Cluster.

     

    If you are NOT using our DNS cluster nameservers or you are pointing to our IPs used for our DNS cluster, please read the answer to the next question.

     

    Do I need to do anything after the migration has completed?

     

    If you are pointing your domains to our nameservers or custom nameservers using our DNS cluster, then you will NOT need to make any changes your end. However, if you are using 3rd party DNS like Cloudflare or DNS from domain register and only pointing to our server IP 217.147.80.50, then the server IP will need to be updated your end once the server migration has completed. The new server IP is 51.89.217.158.

     

    We will email you again to let you know once the migration has 100% completed, so you may update the server IP (only if needed), and to check if your websites are loading as normal.

     

    UPDATE 1

     

    We completed the server migration as mentioned in our previous emails.

     

    Due to a big with cPanel, there was a glitch where the account was suspended once it was restored onto the new server.

     

    We quickly noticed this and unsuspended the account.

     

    However, if the issues persist, please let us know and we'll investigate further.

     

    UPDATE 2

     

    The migration has now completed 100%.

     

    UPDATE 3

    Unfortunately, it has been reported that customers who were using 3rd party MX records i.e Zoho/Hotmail/Google had their MX records reset due to an issue with our cPanel/MailChannels integration. If you have an email issue, it is likely because this, and you will need to readd the custom MX records in your cPanel account at Domains - Zone Editor - Manage - or if you create a support ticket a member of our staff can correct it for you.

    We apologise for any inconvenience caused by this, and we are checking this with cPanel/MailChannels to ensure it doesn't happen again in the future.

  • Date - 19/10/2020 22:00
  • Last Updated - 24/10/2020 06:13
Maidenhead - Emergency Network Maintenance (Resolved)
  • Priority - High
  • Affecting Other - Maidenhead DC
  • As part of continual maintenance and monitoring of the iomart network, they have identified a requirement to carry out emergency maintenance on one of their core devices within their Maidenhead datacentre.

    This work is required to address a physical issue on the router, which must be replaced to allow full resiliency to the device.

    This needs to be addressed urgently to protect your services going forward. This is part of their ongoing commitment to ensure they are providing their customers (HostxNow) with the best service available.

    What will happen?

    A physical component on one of the routers will be replaced.

    Once the change has taken place, the iomart Operations Team will carry out further testing and analysis and will continue to monitor for forty-eight hours after.

    When will the work be carried out?

    The maintenance work will begin at 23:00 (GMT) on Tuesday 29th September 2020 and is expected to last for 3 hours until 02:00 (GMT) on Wednesday 30th September 2020

    Who will be completing the work?

    All of the work will be completed by experienced iomart network and infrastructure team. Cisco TAC will also have an engineer present to assist.

    Will I experience downtime?

    All customers within the Maidenhead DC will be seen as AT RISK of service loss for the duration of this change and may notice latency increases while the changes are made.

    Kind regards,

    The HostXNow Team

  • Date - 29/09/2020 23:00
  • Last Updated - 02/10/2020 09:59
Backup Maintenance (Resolved)
  • Priority - Low
  • Affecting Other - Acronis Backup Cloud
  • We have noticed that if a customer tries to export a backup of their cPanel account, it fails. The servers are backing up fine. Just we have disabled the functionality in the end-user panel since it can cause a resource issue.

    We have informed Acronis about this who are investigating the issue.

    In the meantime, if you would like a backup, please contact us.

    Update 1

    This will likely be fixed sometime next week now.

    Update 2

    Issue resolved.

  • Date - 12/06/2020 17:22
  • Last Updated - 24/06/2020 18:11
Server Migration (Resolved)
  • Priority - Medium
  • What will we be migrating?

    We will be migrating all websites from Server UK3 to our newly setup Server UK5.

    When will we be migrating?

    On Wednesday, 17 June 2020 @ 22:00 (BST)

    Why are we migrating?

    We need to carry out this maintenance due to running out of disk space on the root partition, plus we want to use the latest server technology.

    How long will the migration take?

    Less than 60 minutes.

    Will any of the websites be offline during the migration?

    Only if you are NOT using our DNS cluster nameservers or pointing to the IPs used for our DNS Cluster.

    If you are NOT using our DNS cluster nameservers or pointing to our IPs used for our DNS cluster, please read the answer to the next question.

    What to do after the migration has completed?

    If you are pointing your domains to our nameservers or custom nameservers using our DNS cluster, then you will not need to make any changes your end. However, if you are using 3rd party DNS like Cloudflare or DNS from domain register and only pointing to our server IP, then the server IP will need to be updated once the server migration has completed.

    UPDATE 1 @ 18:36

    Unfortunately, the accounts have copied across already.

    The transfer started at 2020-06-17 17:30:36

    The first transfer was only supposed to have synced the data, not updated the DNS records to point websites from the old server to the new server. We did not select "Express Transfer", and so it shouldn't have updated the DNS records. That seems to be a bug with the latest version of cPanel, and we shall check this with them.

    We are rerunning the transfer now with "Express Transfer" just to ensure all data has copied across/updated correctly.

    If you are pointing your domain at 3rd party DNS, please update the server IP to the following 51.89.217.158.

    UPDATE 2 @ 19:49

    It turns out it was not down to cPanel, but because of our integration with MailChannels. A similar feature was activated in MailChannels which acted as if "Express Transfer" was enabled when it shouldn't have been during transfer.

    All sites should be loading fine from the new higher-spec server now.

  • Date - 17/06/2020 22:00
  • Last Updated - 17/06/2020 19:51

Server Status

Below is a real-time overview of our servers where you can check if there's any known issues.

Server Name HTTP FTP POP3 PHP Info Server Load Uptime
UK1 PHP Info
UK5 PHP Info