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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[Fixed] Web538 inaccessible

Posted in Uncategorized by

Web538 is currently inaccessible. We are looking into the issue and will resolve it as quickly as possible.

14:20 UTC web538 is back online.

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[Done] Emergency maintenance on Web540 on Sunday, March 10, 2019

Posted in Uncategorized by

Web540 will be taken down to replace a failing memory module Sunday, March 10, 2019 between 09:00 UTC and 11:00 UTC. The expected downtime should be 1 hour or less.

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SquirrelMail Being Discontinued

Posted in Uncategorized by

On Friday March 8th we will be discontinuing SquirrelMail as an option to check email on our platform. Going forward you can still use Roundcube, IMAP or POP to check email.

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.

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[Fixed] 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.

Update 2018-12-12 14:48UTC: We applied a patch to our webmail instance a few days ago and haven’t seen an issue since, so we are going to go ahead and mark this as fixed. Feel free to raise a ticket if you are still experiencing issues.

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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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