cPanel License Issue (Resolved)
  • Priority - Medium
  • Affecting Server - bickford.kylemaw.com
  • 11:50: The issue is resolved.

    11:30: I received an email the issue has been escalated again.  No timeline.

    09:30: I have updated the severity of the ticket with the datacentre.  Still waiting on an update.


    There is currently an issue with the License for the cPanel (control panel) software.  At this time, I know of no reason for the issue, everything is paid and up to date!  It appears to be a technical issue at this time.

    I have an ongoing support ticket with the datacentre at this time.  The issue has currently been escalated and I am awaiting responses.

    This should not affect websites, but will affect webmail and cPanel.  E-mail on Outlook or mobile devices should be unaffected.

    Sorry for the trouble, thanks for your patience.

    KM

    An example of the error you might see:

    Service Unavailable

    The server is temporarily unable to service your request due to maintenance downtime or capacity problems. Please try again later.

    Additionally, a 503 Service Unavailable error was encountered while trying to use an ErrorDocument to handle the request.

  • Date - 2020-01-03 21:00 - 2020-04-27 22:41
  • Last Updated - 2020-01-04 11:54
Network Maintenance (Resolved)
  • Priority - Low
  • Affecting Other - Network
  • Dear valued client,

    Please note that the following maintenance has been rescheduled. The new maintenance window is detailed below.

    We wish to inform you that one of our transits providers will be performing a scheduled maintenance on the network.

    Start: 2018/10/03 07:00AM GMT
    End: 2018/10/03 11:00AM GMT

    CHG Ticket ID# UEN-719-86977

    Description:
    In our continual efforts to provide you with the highest level of service, one of our network transit providers will be proceeding with a network maintenance.

    Impact and Risk:
    No customer impact is expected as we have alternate transits. This is considered a low risk and low impact maintenance process.

    Our team will be standing by and is taking extra precautions to make sure that this work is completed in a safe and timely fashion.

  • Date - 2018-10-03 02:00 - 2018-12-24 00:13
  • Last Updated - 2018-12-24 00:06
Issue with MySQL (Resolved)
  • Priority - Critical
  • Affecting System - MySQL
  • Update 15h15:

    Issue has been resolved.



    Update 14h30:


    Issue has been escalated to top level network administrators.



    Hello Folks,

    There is currently an issue with MySQL on your server.  This is the program that runs databases on the server.  So anyone with a Wordpress or Joomla powered website (which are most) will see an error when checking out your website, such as "Error establishing a database connection".  It may also impact Webmail as well.

    An estimated repair time is not currently known. A network technician has been looking into the issue since 14h00.  Updates will follow as I know more.  Sorry for the trouble,

    KM

  • Date - 2018-06-17 14:00
  • Last Updated - 2018-09-19 23:43
Issue with certificates causing privacy error (Resolved)
  • Priority - High
  • Affecting Other - cPanel SSL (Security Certificates)
  • Update as of 4:30pm
    The SSLs have been renewed and installed so the sites should work. We are still investigating why the auto-renew failed.



    Most websites had a feature enabled for security within the past three months called an SSL certificate.  In the past, we only used these on e-commerce sites, but they are becoming increasingly important for security, search engine optimization, etc.

    cPanel (server control panel) is supposed to update this automatically every few months when they expire, but that didn't happen the first time around it seems.

    Any sites with this enabled will be displaying an error similar to the image below.  Users can still access the site, by clicking the ADVANCED button and Proceed to website, but will likely be questioning this as they do it.

    We have a ticket opened with cPanel and are currently awaiting more information.  More updates will be provided here as they are available. 

    Sorry for the trouble, thanks for your patience.


    SSL Error

  • Date - 2016-11-09 04:30 - 2017-05-02 20:54
  • Last Updated - 2016-11-09 16:36
Outage - July 4/16 (Resolved)
  • Priority - High
  • Affecting Server - bickford.kylemaw.com

  • A brief outage occurred due to high load on the server.  After investigating, the kernel was updated and all seems to be running again normally.

    We apologize for the inconvenience. 

  • Date - 2016-07-04 13:00 - 2016-07-04 13:29
  • Last Updated - 2016-07-06 22:01
Malicious Attack (Resolved)
  • Priority - High
  • Affecting Server - bradshaw.kylemaw.com
  • A malicious attack around 12:00pm EST ran the server out of memory and it subsequently needed to be restarted.  Websites were unavailable until about 12:45pm EST. Our best attempts have been made to block the attacker, but smaller threats seem to continue causing sites to be slightly slower than normal.  We'll continue to monitor the situation.

    Update 3:00pm EST: All appears to have returned to normal.

  • Date - 2014-12-01 12:00 - 2014-12-01 15:00
  • Last Updated - 2014-12-02 06:58
Server migration (Resolved)
  • Priority - High
  • Affecting Server - kimball.kylemaw.ca
  • Dear Clients,

    I will be moving your website from its current server to a new server to alleviate some of the availability and network issues with your site(s) over the past few months.  I apologize greatly for any troubles this has caused and appreciate your continued loyalty and patience.  Testing over the past couple of weeks has revealed no impacts during the migration (fingers crossed!)

    If you use an e-mail client (Outlook/Thunderbird, etc) and are NOT using Google Apps, please verify your settings as per below:

    http://www.kylemaw.com/support/knowledgebase/58/SETTINGS-FOR-OUTLOOKorTHUNDERBIRD.html

    Please ensure the outgoing/incoming mail server says any of the following:

    mail.yourdomain.com
    yourdomain.com
    bradshaw.kylemaw.com

    Please change any references of the following to mail.yourdomain.com:

    198.1.77.155
    kimball.kylemaw.ca

    This will occur overnight, tonight (Saturday, June 28).  If you notice any issues with your website after tomorrow, please contact me at support@kylemaw.com or 519-490-4477.

    Thank you.

    KM

  • Date - 2014-06-28 19:50 - 2014-06-29 06:00
  • Last Updated - 2014-07-02 07:55
Upgrade to PHP 5.5 from 5.3 (Resolved)
  • Priority - High
  • Affecting Server - kimball.kylemaw.ca
  • We will be upgrading one of the main programming languages on our servers during the above time.  The upgrade is necessary to keep ahead of ever changing security issues and other technical issues.  This may impact you if your website is run on a dynamic program such as Joomla, Wordpress or vBulletin.  If it is a simple HTML site or hosted externally on a service like Weebly, it will have less of an impact.

    No downtime is expected during the upgrade except for possibly 5-10 mins toward the end while the servers restart.  All should return to normal after that.

    From what I can see, all current software will be compatible with the new version and there should be no issues.  There are three sites that to remain using PHP 5.2 due to older software and that setting will be maintained.  If you notice anything out of the ordinary Saturday morning, please let me know.

    I apologize for any inconvenience and thank you for your patience.

    cheers,

    KYLE MAW
    www.kylemaw.com/support/


  • Date - 2014-04-04 21:00 - 2014-04-04 23:00
  • Last Updated - 2014-04-22 22:38
Issue with webmail, cPanel and WHM links (Resolved)
  • Priority - Medium
  • Affecting Server - kimball.kylemaw.ca
  • The webmail, cpanel and whm subdomain links (webmail.yourdomain.com) were not directing properly after replacing the SSL certificate for the server.

    This has now been resolved.

  • Date - 2013-11-02 20:00 - 2013-11-04 10:00
  • Last Updated - 2013-11-04 21:56
Planned maintenance (Resolved)
  • Priority - High
  • Affecting Server - kimball.kylemaw.ca
  • Our goal is to provide you with the most dependable and flexible hosting infrastructure in the industry. To ensure the most reliable service, we are planning a maintenance window which may temporarily affect your server(s). Improvements made in a controllable and pro-active fashion will significantly reduce the risk of unplanned incidents. We appreciate your patience as we make these pro-active changes.

    As a part of our annual maintenance to improve network performance and stability, Network Engineers will be performing firmware upgrades during a scheduled maintenance window on the following devices:

    Affected Hardware: kylemaw.ca - 50.97.104.125


    Although these devices are redundant systems, the nature of this firmware upgrade will cause a loss of network connectivity to both the public and private networks respectively. While the maintenance window is set for 8 hours, we expect the actual impact to be no more 15 minutes per device.

    Thank you for your patience.

  • Date - 2012-10-17 01:00 - 2012-10-17 07:00
  • Last Updated - 2013-11-02 13:11

Server Status

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