Webmail issues

Posted in Problems by

There is currently an issue with our webmail interfaces at https://webmail.webfaction.com and https://squirrelmail.webfaction.com/ which is resulting in sporadic 500 Internal Server Errors for some email users.

We are currently looking into the problem and hope to have normal service restored soon.

If you need to access your mailbox, please consider https://docs.webfaction.com/user-guide/email.html#configuring-an-email-client until this issue is resolved.

We will update this entry as soon as we have more information.

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Changes in our payment system

Posted in Service change by

We recently made some changes to the way customers should make their payments or add their credit cards for monthly recurring charges. The major customer facing change was that Paypal’s UI would be used instead of our control panel.

That decision was made to further secure our systems, where we wouldn’t capture customer’s data at all in our platform, not even temporary, before transmitting them to Paypal’s API to be processed.

Unfortunately, this caused some issues with payments, for example customers were being asked to create a Paypal account, even though one shouldn’t be needed, or being charged extra fees from Paypal’s side.

Those were issues we haven’t seen during our testing period or for the last few years that Paypal has been our default gateway. Taking them into account, we’ve reverted our changes and you should be able to make payments or add your payment sources using our control panel directly again.

We will re-deploy the changes as soon as further testing is done, with an ETA of mid-January.

We will update this post as soon as this is done.

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[Done] Emergency maintenance on our ticketing system

Posted in Downtime by

Our ticketing system is down for some emergency maintenance.

During this time our ticketing system will be unavailable. You will not be able to raise new tickets, nor reply or review old ones.

We expect total downtime to be about an hour.

2018-11-30 18:40 UTC: The maintenance is complete and the ticket system is back online.

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[Fixed] Web563 inaccessible

Posted in Downtime by

Web563 is currently inaccessible. We are looking into the issue and will resolve it as quickly as possible.

2018-11-11 09:25 UTC: Web563 is back online.

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[Fixed] DDoS attack against part of our network

Posted in Uncategorized by

There is an ongoing DDoS attack against part of our network. Some websites might experience slowness or be unavailable during the attack, your control panel might experience slowness as well. Our infrastructure team is currently working on a solution.

Thank you for understanding and apologies for the inconvenience caused.

2018-10-12 18:02 UTC: The DDOS attack has been mitigated and all services are now back to normal.

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[Done] Service-wide reboots between October 6 and 7, 2018

Posted in Downtime by

We will be rebooting all customer servers October 6 and 7, 2018 to apply an important update. The reboots will happen between 20:00 UTC and 23:00 UTC each day. On October 6 we will be rebooting all Cloud machines and on October 7 all Shared machines.

Connectivity to the servers will be interrupted for up to one hour during the maintenance window, although we only anticipate 5-10 minutes per machine.

We apologize in advance for the inconvenience. Should you have any questions
about this maintenance, open a support ticket and we will be happy to help

2018-10-06 20:00 UTC: We are starting the Cloud server reboots.

2018-10-06 23:43 UTC: All Cloud server reboots are complete.

2018-10-07 21:00 UTC: We are starting the Shared server reboots.

2018-10-08 00:03 UTC: All Shared server reboots are complete.

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[Done] Upgrading ffmpeg

Posted in Uncategorized by

Starting Sunday October 10th, we will begin upgrading ffmpeg on all our CentOS 7 based machines.
This update has entirely removed libfaac/libfaad support, and as such we will be removing libfaac/libfaad from our machines. If you are using AAC encoding, you will need to use ffmpeg’s native implementation.

2018-10-19 06:25 UTC: This update has now been rolled out on all servers.

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[Fixed] Intermittent mail issues

Posted in Problems by

We are seeing issues with a few customers being unable to access their mailboxes, with their attempts timing out as the authentication process takes a long time.

The issues are sporadic and only affect a small number of users are affected, but we are looking into this as our top priority.

We’ll update this status post as soon as we have more feedback.

UPDATE: The underlying issues have been fixed.

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Network Maintenance on September 26th and 27th

Posted in Uncategorized by

We will performing network maintenance on our Europe based servers on September 26 between 10:30 to 11:30 UTC. Then on September 27th between 21:30 to 22:30 UTC .

Connectivity to the servers may be interrupted for up to 30 minutes during the
maintenance window.

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[Fixed] Web540 inaccessible

Posted in Downtime by

Web540 is currently inaccessible. We are looking into the issue and will resolve it as quickly as possible.

2018-09-15 16:05 UTC: Web540 is back online.

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