Incident: Network infrastructure (DDoS) [Resolved]

Published on October 27, 2011 at 6:42 pm by chefsc in: Status

Latest and final update available here: http://blog.iweb.com/en/2011/11/incident-network-infrastructure-ddos-resolved/8953.html

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Update 2011-10-27 9:38 PM EDT – The DDoS attack has been fully mitigated. We will monitor the performance and the stability of the affected services to make sure that all is working normally. We apologize for any inconvenience this situation may cause. If you have any questions, please do not hesitate to contact our support team (http://www.iweb.com/contacts/).

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Update: 2011-10-27 8:00 PM EDT – The attack is now under control but we are still monitoring the situation to ensure that our DNS services are working properly. We will update you shortly with more details.

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Update: 2011-10-27 7:00 PM EDT – An important DDoS attack is currently affecting clients using privatedns.com DNS servers. Our technical team is actively working on getting the services available. We will communicate with you on a regular base to provide update throughout the process.

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Start: 2011-10-27 6:30 PM EDT
Estimated time of resolution: 30 minutes
Impact: iWeb’s website is under attack and might be intermittently unavailable during this period.

We are currently investigating a situation that might affect a segment of our network infrastructure. iWeb’s website is under attack and might be intermittently unavailable during this period. We are actively working to mitigate the attack.

Our technical team is actively working on finding a solution to this problem. We will regularly communicate with you about the status of this operation.

We apologize for any inconvenience this situation may cause. If you have any questions, please do not hesitate to contact our support team (http://www.iweb.com/contacts/).

Thank you for your patience and understanding.

Comments

  1. Matt
    October 27th, 2011 7:55 pm

    again? it’s a weekly occurrence… is there no better way to prevent/mitigate these things?

    I don’t even use privatedns.com and it still takes down access to my servers, so saying it’s a “problem affecting our DNS” is kind of downplaying it on your part o_O

  2. Pierre-Luc
    October 27th, 2011 8:06 pm

    Guys, you should ”buy” this for your OWN website and privatedns linked servers :

    http://iweb.com/managed-hosting/security-firewall/ddos-protection/

    Really disapointed cause my boss wasn’t able to reach our primary billing system… I told him Iweb meant 100%… my god I feel stupid.

    This is a little sad. I tought Iweb was organized and, in the last months, I had a no-answered chat session, I waited over 24 hours for a simple answer by email, I experienced a server down without any reason; why is this always so hard to find a good hosting company ?

    Pierre-Luc

  3. arjan pradhan
    October 27th, 2011 8:27 pm

    Yes there is a very simple solution to mitigating these attacks, we here at Neustar provide solutions for exactly these situations where we make sure the site does not go down at all! if you are interested call me 650-228-2307 or email me arjan.pradhan@neustar.biz

    The tech at Iweb want to wait till tomorrow for us to contact the IT director, but I am trying to get them running right now, and we can help!

  4. Nelson
    October 27th, 2011 8:39 pm

    Your website and customer is also down, still down.

  5. Nelson
    October 27th, 2011 8:47 pm

    OK – looks back up now.

  6. Richard
    October 28th, 2011 8:08 am

    We wil get a incident report with analysis ? Because issues are starting to become problems for our canadian clients.

  7. Stéphane Jose
    October 28th, 2011 9:29 am

    @arjan pradhan Thanks for contacting us. As you were answered previously, we already have mitigations measures in place and the attack was successfully mitigated within a relatively short period, considering its force. We’ll keep your contact info for later reference.

  8. Stéphane Jose
    October 28th, 2011 9:50 am

    @Matt: DNS was the focus of the attack and that was the reason some our sites were intermittently inaccessible (including iweb.com, the customer-hub system and this very blog) and the reason why servers that use them were also affected.

    Although, if your server was consistently down during this period and you do not use the my. and your. dns server there might be another issue with it. Can you open a support ticket mentionning this? Send the ticket number to community@iweb.com so I can followup with the support team.

  9. Stéphane Jose
    October 28th, 2011 9:53 am

    @Pierre-Luc: Rest assured that we do have mitigation systems in place on our own system. In fact, if it was not the case we probably would still be down as I type these lines. As for the complaints you have about service in general, I invite you to do an official complaint through the customer-hub (“Feedback to management”).

  10. Stéphane Jose
    October 28th, 2011 9:54 am

    @Richard: I am expecting our network people to do a post mortem and provide an analysis in the coming days. As soon as the analysis is available it will be communicated on this blog.

  11. Erick Vitor de Barros
    October 28th, 2011 4:20 pm

    I guess it’s happening again….

  12. Pierre-Luc
    October 28th, 2011 4:29 pm

    Your guess is right… damn, employees here just freak because our billing system/websites and emails fall down for everybody, which mean we are paying people for waiting… This becomes a real big problem, I can’t believe we’re living this with an expansive dedicated server !

  13. Pierre-Luc
    October 28th, 2011 4:48 pm

    “We are unfortunately not available on the chat right now. Please leave us a message.”

    I assume everybody at Iweb works hard on the issue.

    However, if you don’t want to answer directly to customers, which could be normal because of the queue, could you please let us know what happens at least on the blog ? A short sentence, just to say what you know, if you expect another down, etc. Keeping us up to date you know..! We are stuck here in the dark without even knowing what’s happening out there ?

    I know this could sounds dramatic, but I am worry, especially when I don’t know what to say to the employees when they have to send emails, use the billing system, etc.

    Thanks,
    Pierre-Luc

  14. The What
    November 8th, 2011 6:32 pm

    One of my server’s IPs and iWeb’s website, blog and hub were inaccessible this afternoon… Looks like the traffic graphs are gone from http://iweb.com/about-us/networks/usage-graphs/ now, too…

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