[Fixed] Server connectivity issues in St. Louis

Posted in Downtime by

We are currently experiencing connectivity issues in St. Louis, affecting customers on the following machines:

web507 web510 web552 web568 web569 web571 web604 web605 web606 web607 web608 web609 web610 web611 web612 web613 web614 web615 web616 web617 web618 web619 web620 web621 web622 web623 web624 web625 web626 web627 web628 web629 web630 web631 web632 web634 wf-103-44-220-49 wf-148-72-160-116 wf-148-72-160-120 wf-148-72-160-121 wf-148-72-160-128 wf-148-72-160-201 wf-148-72-160-210 wf-148-72-160-222 wf-207-38-86-112 wf-207-38-86-36 wf-207-38-92-154 wf-207-38-92-155 wf-207-38-92-205 wf-207-38-93-109 wf-207-38-93-115 wf-207-38-93-152 wf-207-38-93-165 wf-207-38-93-169 wf-207-38-93-189 wf-207-38-93-202 wf-207-38-93-203 wf-207-38-93-217 wf-207-38-93-223 wf-207-38-93-226 wf-207-38-93-227 wf-207-38-93-238 wf-207-38-93-245 wf-207-38-93-247 wf-207-38-93-71 wf-207-38-94-244 wf-31-170-122-218

We are working with our datacenter technicians to resolve this issue and make the servers accessible again.

Please watch this area for updates and progress on the incident.

2019-09-05 06:48 UTC: Connectivity is restored. If you are still having issues accessing any of the servers above please contact our support team.

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[Fixed] Intermittent connectivity for US servers

Posted in Problems by

Connectivity to some of our servers in the US is intermittent from various locations.

We’re investigating the issue at this time and will update this post when we have more information.

2019-09-05 06:48 UTC: Connectivity has been restored to all servers with a switch replacement.

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[Fixed] Issues with our payment process

Posted in Problems by

Due to an ongoing incident with PayPal, our payment gateway, some customers have reported cases like, but not limited to:

We are aware of those issues and as soon as our payment gateway’s services are stable again, we will go through all the recent transactions, verify them and either add them if they are missing from your history or refund any extra charges.

Should you have any questions about this issue, open a support ticket and we will be happy to help.

Update 2019-06-18 10:12 UTC: PayPal has resolved this issue on their side. We’ve double checked all transactions since the 11th, added any payment that was missing and refunded any customer that was double charged.

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[Fixed] SMTP Outgoing Mail Problems

Posted in Downtime by

We are currently experiencing problems with our SMTP mail server. Some users may experience problems authenticating and sending emails through the server.

Incoming email servers are unaffected.

We are investigating the issue and will update when we have more information.

2019-06-10 10:41 UTC: The issue has been resolved and the server is back online, processing out going emails. If you notice any problems, please feel free to open a ticket and let us know.

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[Fixed] Web564 inaccessible

Posted in Downtime by

Web564 is currently inaccessible. We are looking into the issue and will resolve it as quickly as possible.

07:45:56 The server is back online.

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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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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] 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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[Fixed] Payment system trouble

Posted in Problems by

2018-07-18 18:15 UTC: At this time, we’re unable to process manual payments and cannot set up new payment sources for automatic monthly billing. We’re working to resolve the issue and will update this post when more info is available.

2018-07-18 19:15 UTC: We’ve track this issue down to our payment pre-processor. We are working with them to resolve this.

2018-07-19 15:56 UTC: The issues with our payment pre-processor have been resolved.

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