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Update 16:00 EST: Maintenance is still ongoing. Next update at approximately 16:30EST.

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Update 15:30 EST: Maintenance is still ongoing. Next update at approximately 16:00 EST.

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Update 14:35 EST: Maintenance is still ongoing due to unforeseen issues. Next update at approximately 15:30 EST.

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Update 13:45 EST: Maintenance will take an extra 20 minutes. Thank you for your attention.

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Service affected: Control Center
Start: Thursday, February 9 at 12h45 EST
Maintenance duration: 60 min.
Impact: Control Center unavailable during the maintenance.

An emergency maintenance is being conducted on our systems, which will affect the Control Center on Thursday, February 9 at 12:45 EST in order to apply new network configurations.

The Control Center will be inaccessible during this 60 minutes maintenance period. Access to the servers of our clients and their websites will NOT be affected.

If you have any questions, or need to open a support ticket during this period, please contact our technical support team via the livechat or by phone (http://www.iweb.com/contacts/).

Thank you for your attention.

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Update 2012-02-09 16:15 EST – Number of servers still affected is now down to less that 20. VLANs of affected servers had to be reconfigured and IP addressing had to be corrected on some servers. Next update at 17:00 EST

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Update 2012-02-09 15:35 EST -We have made some progress as more affected servers are now accessible. We came down to about 150 servers still unreachable. Our network admins are still working on adjusting network configurations to provide our clients with a permanent solution. Next status update will be published at approx 16:15 EST.

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Update 2012-02-09 14:45 EST – An emergency network maintenance is currently ongoing in order to apply new network configurations (http://blog.iweb.com/en/2012/02/maintenance-control-center-5/9797.html). We expect this will help alleviate the connectivity problems still affecting approximately 450 servers. Next status update will be published at 15:30EST .

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EN – ES

Update 2012-02-09 12:20 EST- 90% of IP addressing and traffic on our NE datacenter (Smart Servers) are back to normal.

For those still having difficulties accessing their servers or websites, we advise you to perform the following actions in order to re-establish your services since they have been sucessfull with customers.

1. Determine if you can access your server via ssh

2. Perform a DNS query to reestablish ARP (Address Resolution Protocol)

• logon to server via ssh using public IP (do not use domain name)
• attempt to ping any public website, such as google.com

3. Attempt to restart services and network

• Restart any unresponsive services
• then restart network by typing the following commands:

CentOS: service network restart OR /etc/init.d/network restart
Debian/Ubuntu: /etc/init.d/networking restart

If these actions are unsuccessful, please log a “server not working ” ticket in the customer hub, if you have not already created one.

When you create a ticket it will not show up in the customer hub at the moment. But do not worry we have it in our system. If you already created a ticket for the ongoing issue please do not create a new one.

We remind you that due to the greater amount of tickets to be treated, the response time on the chat and the phone is slower than normal.

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Actualización 2012′02009 12:20 ET – El 90% de los IPS y del trafico sobre nuestro centro de datos NE (Servidores Smart) es devuelta a la normalidad.

Para aquellos que siguen teniendo dificultades al acceder a sus servidores u sitios web, aconsejamos que usted ejecute las siguientes acciónes para restaurar sus servicios, ya que esto ha sido exitoso para muchos clientes.

1. Determine si puede accesar a su servidor a travez de SSH.

2. Ejecute una demanda DNS para restablecer la ARP (Address Resolution Protocol- Protocolo de la resolución de direcciónes)

-contactese al servidor via ssh usando la IP publica (no use el nombre de dominio)
-intente hacer un ping a cualquier sitio web, por ejemplo google.com

3. Intente reiniciar los servicios de red en ejecutando el comando siguiente:
-Para un servidor CentOS: service network restart
-Para un servidor Debian/Ubuntu: /etc/init.d/networking restart

Si estas acciónes han fracazado, por favor haga un ticket “Servidor fuera de uso” via el Hub Cliente unicamente si usted todavia no ha creado uno.
Cuando usted cree el ticket, este no sera mostrado en el Hub Cliente por el momento. Usted no debe preocuparse, lo tenemos en nuestro sistema.

Si usted ya ha creado el ticket para este problema, por favor no cree nuevos tickets.

Le recordamos que debido a un gran numero de ticket que estan en espera de ser tratados, la respuesta al chat es mas lenta que de costumbre.

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Update 2012-02-09 9:00 AM EST -We are currently investigating a problem with DNS resolving that affects some of our clients. Still no ETA. Thanks again for your patience.

Due to the greater amount of tickets to be treated, the response time on the chat and the phone is slower than normal.

Thank you for your patience.

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Update 2012-02-09 8:00 AM EST - When you create a ticket it will not show up in the customer hub at the moment. But do not worry we have it in our system. If you already created a ticket for the ongoing issue please do not create a new one.

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Update 2012-02-09 7:00 AM EST we are waiting for another update from our network team. Due to the greater amount of tickets to be treated, the response time on the chat and the phone is slower than normal.

Thank you for your patience.

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Update 2012-02-09 5:00 AM EST: Networking issue is now stable in our datacenter.

If you still encounter issues on the server side please do the following:

restart all unresponsive services

ping your personalized NS (ns1.yourdomain.com and ns2.yourdomain.com) if your server is the DNS authority

then type commands:

CentOS: service network restart OR /etc/init.d/network restart

Debian/Ubuntu: /etc/init.d/networking restart

If it still do not work for you, we invite you to open a ticket in the “Server unreachable” section of your Customer Hub (hub.iweb.com) so a sysadmin can follow up directly with you.

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Update 2012-02-09 4:10 AM EDT:Network team had to reboot several routers on NE datacenter. Some Smart Servers will be unavailable for a few minutes. Thank you for your patience.

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Update 2012-02-09 3:30 AM EST: A minority of clients may still experience some connectivity issues. For those still having problems please mention your server ID on our live chat and an agent will do additional verifications.

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Update 2012-02-09 2:50 AM EST: The Network is now fully functionnal and all services, except Ping, are up and running so you might temporailiy receive false positive monitoring alerts although all affected Smart Servers are now accessible. The Our network team will investigate the problem and we should be able to post a more complete description of the incident later on today.

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Update 2012-02-09 1:25 AM EST: This incident is affecting a segment of our Smart Server network and all Classic servers are not being affected by this issue. Our network team is still working on the problem.

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Start: 2012-02-09 11:00 PM EST
Estimated time of resolution: N/A
Impact: Some servers from our NE datacenter

We are currently investigating a situation that might affect a segment of our network infrastructure.
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.

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Service affected: Control Center / Customer Hub
Start: Tuesday, January 31 between 8:00 and 9:30 EST
Maintenance duration: 90 min.
Impact: Control Center unavailable  during the maintenance. Customer Hub may temporarily display random blank pages.

A maintenance is planned on our systems, which will affect the Control Center and the Customer-hub, Tuesday, January 31, 2012 at 08:00 EST.

The Control Center  will be inaccessible and the Customer Hub Customer Hub may temporarily display random blank pages during this 90 minutes maintenance period.
Access to the servers of our clients and their websites will not be affected.

If you have any questions, or need to open a support ticket during this period, please contact our technical support team via the livechat or by phone (http://www.iweb.com/contacts/).

Thank you for your attention.

Service affected: Electrical equipments on iWeb-CO datacenter
Start: Wednesday, January 25, 2012 from 7:00 EST Thursday, January 26, 2012 from 7:00 EST
Maintenance duration: 48 hours
Impact: No impact is expected.

To maintain and improve the reliability of the infrastructure supporting our iWeb-CO datacenter colocation facility (Nun’s Island), work on the electrical equipment will be conducted on Wednesday, January 25 and Thursday, January 26 Thursday, January 26 and Friday, January 27, 2012.

For the duration of the maintenance, our facilities will be powered by either of our power generators and no impact is expected for our customers.

If you have any questions, please contact our technical support team (http://www.iweb.com/contacts/).

Thank you for your patience and your understanding.

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Service affected: Control Center / Customer Hub
Start: Wednesday, January 25 between 8:00 and 9:00 EST
Maintenance duration: 60 min.
Impact: Control Center / Customer Hub unavailable  during the maintenance.

A maintenance is planned on our network, which will affect the Control Center and the Customer-hub, Wednesday, January 25, 2012 at 08:00 EST.

Both the Control Center and the Customer Hub will be unavailable for 60 minutes during the maintenance period, but access to the servers of our clients and their websites will not be affected.

If you have any questions, or need to open a support ticket during this period, please contact our technical support team via the livechat or by phone (http://www.iweb.com/contacts/).

Thank you for your attention.

A incident which we are currently investigating on our servers affect the Control Center (Smart Servers) and customer hub.

The Control Center along with the customer hub will be unavailable for an undetermined period but access to our customers’ servers and websites sites will not be affected. You can make a support request by communicating with our agent through our phone or live chat support.

We apologize for any inconvenience this may cause. If you have any questions during this period, please contact our technical support team at http://www.iweb.com/contacts

We appreciate your patience and your understanding.

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Update: 2012-01-19 11:00EST – Maintenance is still ongoing. We’ll give you an ETA as soon as possible. Thanks for your patience.

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Update: 2012-01-19 8:00EST – Maintenance is ongoing. New ETA for completion is 10:45 EST.

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Update: Due to unforeseen circumstances we have to postpone the maintenance to Thursday, January 19, 2012 at 08:00 EST. We apologize for the inconvenience.

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Affected Services: Control Center (Smart Servers)
Start: Wednesday, January 18, 2012 at 08:00 EST Thursday, January 19, 2012 at 08:00 EST
Maintenance time: 60 90 minutes
Impact: Control Center inaccessible for 60 minutes. All other iWeb.com websites will be available, including blog and forum.

A maintenance on our servers which will affect the Control Center (Smart Servers), is planned on Wednesday, January 18, 2012 at 08:00 EST Thursday, January 19, 2012 at 08:00 EST.

The Control Center will be unavailable for 60 90 minutes during the maintenance period, but access to our clients’ servers and their websites will not be affected.

We apologize for any inconvenience this may cause. If you have any questions during this period, please contact our support team ( http://www.iweb.com/contacts).

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Update: 9:10 EST – Maintenance is still ongoing. We need to extend the maintenance of 45 minutes. We thank you for your patience.

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Service affected: Customer Hub
Start: Monday, January 16, 2012 at 07:00 EST
Maintenance duration: 2 Hrs
Impact: Hub-client inaccessible for 2 Hrs

A maintenance will be performed on Monday, January 16, 2012 at 07:00 EST on systems used for managing customer accounts in order to finalize the migration of shared hosting customers’ information from iWeb to Funio.

During this operation the Customer Hub will be unavailable for a 2 hours period. No data migration will be conducted and no interruption of service is to be expected on the customers’ websites themselves.

After this intervention, Funio will be completely autonomous. All services associated with Funio (shared hosting, domain name reservation) will no longer be administered nor supported by iWeb teams. Once maintenance is complete further information will be communicated to affected customers by e-mail and made available on Funio and iWeb respective blogs.

If you have any questions, please contact our technical support team (http://www.iweb.com/contacts/).

Thank you for your patience and your understanding.

A major maintenance will be conducted in order to apply patches on three important modules of our telephone system. This is necessary in order to address recurring problems that we had in the past few weeks. The maintenance is planned to occur on  Sunday night to Monday morning between 00:00 and 06:00 EST

During this period, calls might not go through to an agent, calls in progress could also be dropped randomly. Customers are encouraged to contact us by livechat or by their customer-hub during the maintenance.

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.

We need to change a RAID card on the s001 server. We do not expect a downtime going over 5 to 10 minutes during this period.

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.funio.com/contacts/).

Thank you for your patience and understanding.