34SP.com System Status History

Description

Our premium rate support line 0906 number for standard hosting customers is currently offline due to a line fault. Please do not call this number to avoid any call charges until further notice. Please instead use email at account@34sp.com and we will resolve any issues for you.This issue has now been resolved at 10:48

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Start Time

17th November 2004, at 10:21AM

Description

For those customers who have renewed their .uk domains with us but have received yet another reminder from Nominet.
It seems that Nominets systems failed and all customers where emailed incorrectly. They have said you can ignore these mails.
They have apologised for any concern caused by the fault.

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Dear Sirs,

We would like to apologise for an e-mail that we recently sent to you in error regarding a domain name renewal.

Between Wednesday afternoon and Thursday morning (10 & 11 November) we experienced a major system processing error that resulted in domain name expiry notices being sent out incorrectly.

In addition registration agents received advance renewal notices and renewal invoices which showed incorrect information.

We would like to make it clear that these e-mails were issued as a result of a problem with our systems and are NOT the result of an error on the part of your registration agent or yourselves.

If you are concerned that your domain name might not have been renewed please check its status using the WHOIS search facility available from our home page on www.nominet.org.uk. If the renewal status of your domain name is Renewal required this indicates that your domain name has not been renewed and you should contact your registration agent to arrange renewal.

Once again we apologise for our error and for the inconvenience this may have caused you. We would also like to reassure you that our processes have now been tightened to ensure that this does not happen again.

If you have any questions or concerns regarding this e-mail please do not hesitate to contact our registrant services team on 01865 332244.

Yours faithfully,

Nominet UK

Start Time

11th November 2004, at 11:28AM

Description

All machines should now be restored as of 10.37am.

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As of 10.20am all machines bar one have been restored to working order.

orac.34sp.com has failed to restart. Our onsite engineer is now investigating this failure.

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Update: our engineer confirmed a power failure to one of our cabinets. This was identified as a failed power component.

The faulty component was removed, power switched to a backup system and replacement part installed by 10.05am.

All machines should now be rebooting and service restored shortly.

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At approx. 9.15am a failure ocurred in one of our main cabinets.

This failure affects:

sal.34sp.com
orac.34sp.com
kitt.34sp.com
colossuss.34sp.com
carr.34sp.com

and several other clients.

The datacenter was contacted at approx. 9.30am and an onsite engineer is now assessing the problem.

We believe the problem to be power related and hope to restore service shortly.

Start Time

8th November 2004, at 9:35AM

Description

Due to the earlier upgrade of this server, you can't currently log into the filter settings. We are waiting for a response from our suppliers regarding this problem and fully expect it to be a simple fix once we receive this reply.

This has now been corrected with the assistance of our suppliers.

Start Time

2nd November 2004, at 11:39AM

Description

Unfortunately due to an error at our registrars, domain names bought since the 16th of October have as yet not registered. Please accept our sincerest apologies for this inconvenience. We are in constant communication with our registrar to resolve this issue. We are also looking at registering these affected domains with a different registrar.This issue has now been resolved at 11:40

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Start Time

20th October 2004, at 10:15AM

Description

Colossus is currently experiencing slow arrival of emails. This is due to the sheer volume of mail arriving as people have re enabled their accounts after the move from HAL.
We apologise for any inconvenience caused.This issue has now been resolved at 10:07

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Start Time

15th October 2004, at 5:04PM

Description

All hal users are currently being mailed with a full update on the situation facing the server. The following is a reproduction for users unable to receive the email.

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Given the increasingly diminishing chances of a full and complete (not to mention timely) restore we have now recreated your account on a new hosting server.(colossus.34sp.com). This account is as new with no settings or data. You can immediately access this account with your normal login details and upload any backups you may have. You will also be able to login at once via:

https://colossus.34sp.com:8443

and recreate any mailbox and database settings you may have. If you need any help with the control panel interface, you can find tutorials here:

http://support.34sp.com/tutorials/plesk/

If you wish us to attempt to retrieve your data from the old hal.34sp.com server we are now accepting requests on a first come first served basis.

You need to email help@34sp.com with 'hal restore request' in the subject line. Make sure to provide your domain name and what you require restoring (site content, mail+settings, settings, database etc).

We cannot guarantee your data is retrievable but we will try our utmost. We will endeavour to process the restore requests as speedily as the failed hal.34sp.com server allows.

We will also be applying two months service credit as compensation for this failure. Although the standard hosting service comes with no specific guarantees we do undertsand the inconvenience this will cause.

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As you may be aware the hal.34sp.com server is currently experiencing stability issues. We are contacting you to bring you up to date on the work carried out so far.

On Sunday evening we first attempted to migrate the hal hard disks to a new spare hosting server. This failed to resolve the issue.

Late Sunday and through Monday morning we began to assess potential software problems. None were found.

Through Monday Afternoon and into the evening we began to address the actual disks themselves (dual SCSI in a RAID1 array). Late Monday evening one disk was removed. Temporary stability was achieved. The problems resurfaced in the early hours of Tuesday morning.

From that time until present we have been attempting to run the server from the second hard disk (a mirror of the first). Once more this has not been possible.

During this period the uptime of the server has been fluctuating, stable periods have ranged from 10 minutes to over 2 hours. Each failure results in a 15 minute period of downtime while we restore the server.

We are now beginning a migration of client data to a further spare hosting server with completely new hard disks. Given the variable uptime of the server the migration may not be a speedy process. Once complete we will mail all clients once more.

We would like to apologise for the continued inconvenience of this problem and inform you that we will be applying service credits to all affected accounts.

Further updates as we progress will be detailed on http://status.34sp.com as per usual.

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The 34SP.com team

Start Time

4th October 2004, at 8:55AM

Description

Hal is now back online. Our engineer has migrated the SCSI disk array to a spare server of equal specification.

The hal server will be inspected in due course for the specific reasons of the failures of the past 72 hours.

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Update - an engineer has been on site the past 35minutes looking into these issues.

The server is currently offline while the hardware components are being examined.

We will post more information as we have it.

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There are currently ongoing issues with the hal.34sp.com server, this is causing intermittent access to all services.

We hope to have this matter sorted as quickly as possible.

Apologies for any disruption this may be causing.

Start Time

3rd October 2004, at 5:15PM

Description

Hal is back online as of 2.48PM GMT

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Hal has failed a third time today at approx 2.35 GMT - the server has begun a reboot one more.

We currently believe there is an overheating issue and engineers already on site are now looking to implement a temporary solution to remedy this and regain stability.

Start Time

1st October 2004, at 2:39PM

Description

The hal server is now back up, we will continue to look into the cause of this failures.

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We are currently looking into an issue that is affecting the hal server.

Start Time

1st October 2004, at 12:02PM