Issue Affecting our Telephone Systems (Resolved)
  • Priority - Critical
  • Affecting System - Telephone System
  • We currently have a fault with our telephone system which is preventing us from taking and making calls. While this is ongoing, please contact us using Live Chat which shows at the bottom right of each of our web pages, or by raising a ticket via email to support@hostinguk.net , sales@hostinguk.net, or accounts@hostinguk.net. 

    Please accept our apologies for any difficulties caused by this.

    Hosting UK Support

  • Date - 07/11/2018 11:14 - 20/11/2018 22:07
  • Last Updated - 07/11/2018 11:15
Issue affecting some ex UH and Terra Services (Resolved)
  • Priority - Critical
  • The problem has now been identified as power distribution feed which tripped and caused servers that were connected to it to power down.

    This has now been resolved and affected servers are being restarted.  The root cause will be investigated in due course and any rectification measures implemented to ensure against a repeat

    Please accept our apologies for any difficulties caused by this. 

  • Date - 06/11/2018 14:51 - 07/11/2018 11:14
  • Last Updated - 06/11/2018 14:56
Issue Affecting our Telephone Systems (Resolved)
  • Priority - Critical
  • Affecting System - Telephone System
  • We currently have a fault with our telephone system which is preventing us from taking and making calls. While this is on going, please contact us using Live Chat which shows at the bottom right of each of our web pages, or by raising a ticket via email to support@hostinguk.net , sales@hostinguk.net, or accounts@hostinguk.net. 

    Please accept our apologies for any difficulties caused by this.

    Hosting UK Support

  • Date - 05/11/2018 09:21 - 06/11/2018 14:46
  • Last Updated - 05/11/2018 09:21
Helpdesk upgrade (Resolved)
  • Priority - High
  • Affecting Other - Helpdesk / portal
  • We will be performing a helpdesk upgrade from 15:00 BST to around 17:00 BST on Sunday 21st October 2018.

    Our engineers will be monitoring for problems however during this time responses will be delayed.

    Access to https://billing.hostinguk.net and https://united.hostinguk.net will be unavailable during this time

    We apologise for any inconvenience caused by this,

    17:45 BST

    This was completed, slightly later than expected, but successfully.

  • Date - 21/10/2018 15:00 - 22/10/2018 12:08
  • Last Updated - 22/10/2018 12:08
Helpdesk upgrade (Resolved)
  • Priority - High
  • Affecting Other - Helpdesk and portal
  • We will be performing a helpdesk upgrade from 15:00 BST to around 17:00 BST on Sunday 21st October 2018.

    Our engineers will be monitoring for problems however during this time responses will be delayed.

    Access to https://billing.hostinguk.net and https://united.hostinguk.net will be unavailable during this time

    We apologise for any inconvenience caused by this,

  • Date - 21/10/2018 15:00 - 21/10/2018 15:04
  • Last Updated - 21/10/2018 15:00
DDoS affecting some customers (Resolved)
  • Priority - Critical
  • Affecting Other - UH / TN customers
  • We have become aware of a Distributed Denial of Service attack affecting former United Hosting and Terranetwork customers.

    Network staff at the location those customers are hosted in are currently attempting to mitigate the issue.

    RESOLVED 

    The source of the attack was identified and action was taken to mitigate the issue.

  • Date - 07/10/2018 17:45 - 07/10/2018 19:43
  • Last Updated - 10/10/2018 15:06
Smartermail upgrade for mail4.hostinguk.net (Resolved)
  • Priority - High
  • Affecting Server - No Server Assigned
  • As part of our rolling upgrade schedule, the server mail4.hostinguk.net is undergoing upgrades to the Smartermail software.  Services will be offline for a short period while this occurs.

    We apologise for any inconvenience caused by this.

    [20:42] This work is now completed. 

  • Date - 18/09/2018 20:27 - 18/09/2018 00:00
  • Last Updated - 18/09/2018 20:42
Smartermail upgrade Mail5.hostinguk.net (Resolved)
  • Priority - High
  • Affecting Server - mail5.hostinguk.net
  • As part of our rolling upgrade schedule, the server mail5.hostinguk.net is undergoing upgrades to the Smartermail software.  Services will be offline for a short period while this occurs.

    We apologise for any inconvenience caused by this.

    Update 23:40:

    The upgrade has been completed.  Please contact our support team if you encounter any problems following this.

  • Date - 13/09/2018 23:23 - 13/09/2018 23:40
  • Last Updated - 13/09/2018 23:40
Issue Affecting Plesk63 Linux Server (Resolved)
  • Priority - Critical
  • Affecting System - PLESK63
  • Engineers have replaced a failed disk in the Plesk63 server.  The server's Redundant array is now rebuilding so performance may be impacted while this completes.

    We apologise for any difficulties caused by this incident.

  • Date - 13/09/2018 23:21 - 18/09/2018 17:08
  • Last Updated - 13/09/2018 23:23
Scheduled works - Loss of protection (Resolved)
  • Priority - Low
  • Affecting Other - National Network
  • Start of works: Friday 20th September 23:00hrs BST
    End of works:  Friday 21st September 03:00hrs BST

    Who will this effect?

    Firstly, this will NOT affect any services or servers based at the Saint Asaph (DC8) facility.

    This WILL form a loss of protection for those with hardware located in Manchester.

    Reason for works:

    As part of our regular maintenance and continuous improvement works, our networks team will be upgrading a network service between Manchester (DC7) and Slough (LD5). The purpose of this is to retire older core routers and replace them with newer ones.

    What will happen?

    While the new and more capable core routers have been online for some time, they do not directly connect to this link. These works will directly connect the new hardware on each end of the link allowing the older routers to be retired.

    Prior to moving the fibre, we will migrate all network traffic away from this link to take an alternative path around our national network. Once the traffic has migrated, we will then physically move the fibre and perform acceptance checks on the link before returning traffic to this link and monitoring.

    When will the work be carried out?

    The maintenance work will begin at 23:00 (BST) on Thursday 20th September 2018 and is expected to last for up to 4 hours until 03:00 (BST) on Friday 21st September 2018

    Who will be completing the work?

    This work will be completed by members of our Networking and Datacentre teams.

    Will I experience downtime?

    As with any upgrade or maintenance work, there is an increased risk to the platform; this maintenance has been classified as low risk.  Traffic will be migrated away from the affected fibre paths before the physical movement of the fibre link. There is expected to be no loss of connectivity. However, there may be a period of increased latency due to the longer traffic path during the maintenance. The network should be considered at-risk for the duration of the maintenance window.

    If you have any questions, please contact the support team who will be able to advise you further.

  • Date - 20/09/2018 23:00 - 21/09/2018 01:18
  • Last Updated - 13/09/2018 11:37
Smartermail upgrade Mail2.hostinguk.net (Resolved)
  • Priority - High
  • Affecting Server - mail2.hostinguk.net
  • As part of our rolling upgrade schedule, the server mail2.hostinguk.net is undergoing upgrades to the smartermail software.  Services will be offline for a short period while this occurs.

    We apologise for any inconvenience caused by this.

    Update 21:26:

    The upgrade has been completed.  Please contact our support team if you encounter any problems following this.

     

     

     

  • Date - 06/09/2018 21:03 - 13/09/2018 11:39
  • Last Updated - 06/09/2018 21:27
Issues Affecting Some Cloud Servers (Resolved)
  • Priority - Critical
  • Affecting Server - OnApp Cloud
  • We are currently looking into an issue which is affecting some OnApp Servers.

    So far only a number of servers have been affected and are looking at the host node for issues.

    Please accept our apologies for any issues. Updates will be posted Shortly.

    - Hosting UK Support Team

    ### Update ###

    The issue with the host has been resolved. If anyone still sees issues with their server we would suggest attempting a reboot first.

    This can be done through your control panel at https://billing.hostinguk.net/ > Services My Services > find your VPS in the list of services and click Active > Reboot

  • Date - 16/08/2018 04:50 - 16/08/2018 06:10
  • Last Updated - 20/08/2018 17:40
Critical Security updates Windows Servers (Resolved)
  • Priority - Critical
  • Following the release of critical security patches from Microsoft, we will be pushing updates to all servers running Microsoft software immediately.  These updates require reboots so, unfortunately, there will be short periods of downtime required.  

    Services affected by this include Web servers, Hosted Exchange, Microsoft SQL servers, Email Servers.

    We apologise for any difficulties caused by this, but the severity of the updates require immediate action to ensure the security of the servers.

  • Date - 15/08/2018 09:37
  • Last Updated - 20/08/2018 17:39
Scheduled works - Interruption to Service (Resolved)
  • Priority - Critical
  • Affecting Server - OnApp Cloud
  • Period of works:
    Thursday, 20th September 2018 2200hrs through to Friday, 21st September 2018 0300hrs (time in BST).
     
    Advisory posted:
    Monday 13th August 2018

    Nature of advisory:
          Hard down and interruption to service over nighttime hours.

    Platform affected:
           - High-Speed Cloud Servers
           - Custom SSD Cloud Servers
           - Managed Cloud Servers
           - Virtual Machines
           - Virtual Private Servers.
     
    Reason for works:
    In the interests of delivering the most effective, feature rich, and stable platform we can - updates will be taking place on our virtual machine platform.
    These updates will resolve a number of issues and introduce a great deal of back-end functionality available in the current release.
    Due to the nature of the platform, we will need to take down all services for the period of these works. Once the works are completed, we will bring the services back up one by one. 
    We do not expect the works to take more than five hours.
     
     
    Steps taken to mitigate risk:
    The vendor will be working alongside our engineers in the update of this platform. Virtual machine data and configuration will remain unchanged during the process. There will, however, be a necessity to take the control panel, compute and storage nodes offline. As such these services and your virtual machine will be unavailable for the duration of the works 2200hrs to 0300hrs BST.
    To ensure that service is restored to your VM please ensure that any updates are applied before this event so that delays are not caused in the close down or the startup of your instance.
     
    Should you have any questions regarding these works - do not hesitate to contact us at support@hostinguk.net.
     

  • Date - 20/09/2018 22:00 - 10/10/2018 14:54
  • Last Updated - 15/08/2018 09:50
Scheduled works - Loss of protection (Resolved)
  • Priority - Medium
  • Affecting Server - No Server Assigned
  • Period of works:
    Tuesday 18th September 2018 0900-1730hrs BST 
     
    Advisory posted:
    Monday 13th August 2018

    Nature of advisory:
           Loss of protection.

    Platform affected:
           All servers and services based on Saint Asaph DC08 site.
     
     
    Reason for works:
    In the interest of maintaining a credible and resilient power feed on the Hosting UK / DC8 site, we will be replacing components within our Uninterruptable Power Supply (UPS) in line with the vendors advised programme. This preventative maintenance will involve the replacement of the following components:
      - AC capacitor renewals;
      - DC capacitor renewals;
      - Battery replacements.
    This hardware supports the site-wide electrical load between any failure of the utility power and the subsequent introduction of our on-site standby power.
    Due to the nature of the works - this platform will need to be offline for the duration.
     
    Steps taken to mitigate risk:
    For the period of these works, power will be provided from the standby generators. This will not involve an interruption to service.
    Once the UPS is back online, and we are back with utility power, we will consider this window closed, and update this status accordingly.
     
    Should you have any questions regarding these works - do not hesitate to contact us at support@hostinguk.net.
     

  • Date - 18/09/2018 09:00 - 20/09/2018 12:56
  • Last Updated - 13/08/2018 17:13
Issue affecting pandora.terrassl.net (Resolved)
  • Priority - Critical
  • Affecting Server - pandora
  • Engineers are investigating an issue affecting accessibility to hpandora.terrassl.net.


  • Date - 13/08/2018 12:05 - 13/08/2018 20:25
  • Last Updated - 13/08/2018 12:06
Issue affecting some PHP based website (Resolved)
  • Priority - Critical
  • Affecting Server - plesk70.hostinguk.net
  • We are aware of a fault affecting some PHP sites on the plesk70 server.  The control panel software vendors are currently working to resolve the issue. 

    Update: 17:26

    The issue has been resolved.  Please accept our apologies for any difficulties caused by this.

  • Date - 08/08/2018 16:53 - 08/08/2018 17:26
  • Last Updated - 08/08/2018 17:26
Mail5/7 maintenance (Resolved)
  • Priority - Critical
  • Affecting Server - mail5.hostinguk.net
  • The server mail5.hostinguk.net / mail7.hostinguk.net is currently undergoing hardware maintenance to resolve a fault.  We expect to have everything back online soon, please accept our apologies for any difficulties caused by this,

  • Date - 07/08/2018 21:49
  • Last Updated - 07/08/2018 22:38
Alerts on VPS platform (Resolved)
  • Priority - High
  • Affecting Server - OnApp Cloud
  • Hello,

    We are investigating a possible issue with the OnAPP/Cloud VPS platform.

    All updates will be posted here.

    [Update 15:15]
    This issue has been raised with the software vendor who are investigating. 

    [Update 15:50]
    The vendor has escalated this issue, a number of disks are in a degraded state, and repairs are occurring. If you continue to have issues - please raise with support if you have not already done so that we can investigate these for you

    [Update 16:30]
    We are now seeing a restoration of services, if you are still seeing issues please raise this with our support team

    [
    Update 18:17]
    We are aware that some customers are still experiencing some issues.  Please be aware that both we and the product vendors are working on this actively to resolve things in as timely a manner as possible.

    [Update 18:40]
    Services should be restored to normal service now.  Please advise support if you still see any problems with your service.

  • Date - 02/08/2018 14:35 - 06/08/2018 11:38
  • Last Updated - 02/08/2018 18:42
Scheduled Maintenance affecting Legacy Redsta (Resolved)
  • Priority - Critical
  • Affecting Other - Network Upgrade
  • As part of our commitment to quality and continual improvement, we will be carrying out maintenance on our zone routers within our Gosport (DC9) datacentre to upgrade the software running on the chassis. This work is required to ensure continued reliability and stability on the platform.

     

    The following services are in the affected network zone:

     

    server1832.redstation.co.uk 
    server1833.redstation.co.uk
    server1834.redstation.co.uk
    server1835.redstation.co.uk

     

    What will happen?

    ===========================================

    DC9 zone routers 5 - 6 will undergo an IOS software upgrade. The DC9 zone routers consist of an active and standby chassis. Our engineering team will move traffic to the standby chassis whilst the active chassis upgrade is carried out. Once the active chassis has been successfully upgraded, traffic will be moved over to allow the standby chassis to be upgraded. Traffic will be routed evenly across both devices after the upgrade.

     

    When will the work be carried out?

    ===========================================

    The maintenance work will begin at 23:00 (BST) on Thursday 26th July 2018 and is expected to last for 3 hours until 02:00 (BST) Friday 27th July 2018.

     

    Who will be completing the work?

    ===========================================

    All of the work will be completed by our experienced iomart network and infrastructure team.

     

    Will I experience downtime?

    ===========================================

    As with any upgrade or maintenance work the risk profile of the platform is increased. This maintenance window has been classified as AT-RISK. We are not expecting any impact to service but there could be periods of higher than usual latency whist the upgrade is carried out.

  • Date - 19/07/2018 10:27 - 27/07/2018 03:00
  • Last Updated - 02/08/2018 16:18
Intermittent Issues With Exchange (Resolved)
  • Priority - High
  • Affecting Server - Hosted Exchange
  • We are currently experiencing a problem with one of our Exchange servers.

    This is causing intermittent issues with receiving and sending mail for some users.


    Engineers are currently looking into this. Updates will be posted as the issue is progressed.

    Please accept our apologies for the issues, we appreciate your patience.

    - Hosting UK Support Team

    ## Update 19:22 ##

    Our exchange engineers believe the issue with the mail server causing the problems have now been resolved.

    If you are still seeing issues, please contact support.

  • Date - 25/07/2018 19:00 - 02/08/2018 16:19
  • Last Updated - 25/07/2018 19:23
Issues Affecting - sql11.hostinguk.net (Resolved)
  • Priority - Critical
  • Affecting Server - 1
  • We are currently looking into an issue with one of our SQL Servers sql11.hostinguk.net.

    So far we believe this is due to a failed windows update which is stopping the server from booting correctly,


    This is currently being investigated.

    Thank you for your patience
    - Hosting UK Support Team

    ## Update 07:40 ##

    The server is now booted fully and services should now be running as normal.

    ## Update 09:30 ##

    We are still seeing more sporadic dropouts from this host. We are continuing to investigate.

    ## Update 09:40 ##

    We believe this may be a hardware issue. Engineers are still looking into the problem.

    ## Update 10:00 ##

    Engineers are seeing error messages regarding the CPU. A BIOS update is currently being carried out on the server.

    ## Update 10:07 ##

    The BIOS update has completed and the server is back up. We will continue to monitor this.

  • Date - 25/07/2018 05:59
  • Last Updated - 25/07/2018 19:15
Plesk52.hostinguk.net HTTP (Resolved)
  • Priority - High
  • Affecting Server - No Server Assigned
  • Hello,

    We are aware of an issue on Plesk52.hostinguk.net with respect to .NET websites.

    This is currently being investigated.

    Please bear with us.

    === update ===

    The issue with sites running under a 4.0 app pool has been resolved.

    If you are still having issues, please try and update your application pool through the control panel > Websites & Domains > Dedicated Application pool.

    If you have any further issues please contact support.

  • Date - 12/07/2018 17:51 - 12/07/2018 19:09
  • Last Updated - 12/07/2018 19:09
Issues With server plesk61.hostinguk.net (Resolved)
  • Priority - Critical
  • Affecting Server - No Server Assigned
  • We are currently experiencing issues with one of our plesk server Plesk61.hostinguk.net / 79.171.34.4

    This will be affecting websites & webmail.

    We are currently working with the platform vendors to resolve the issue.

    Please accept our apologies for any issues caused. Thank you for your patience

     - Hosting UK Support

  • Date - 09/07/2018 16:42 - 09/07/2018 17:52
  • Last Updated - 09/07/2018 16:46
Control Panel Upgrade (Resolved)
  • Priority - Medium
  • Affecting System - SolidCP Control panel
  • We are currently upgrading the SolidCP Control panel at https://controlpanel.hostinguk.net/

    Control panel access will be limited at times however, web and email services should continue as normal.


    Updates will be posted here.

    === Update ===

    The upgrade has finished and access to the control panel should now function as normal.

    If there are any issues, please contact support@hostinguk.net with details.

  • Date - 18/06/2018 12:03 - 18/06/2018 12:43
  • Last Updated - 18/06/2018 12:43
Major network outage (Resolved)
  • Priority - Critical
  • Affecting Other - Network
  • There is currently a critical connectivity issue affecting customers - please refer to our status page at http://www.hostingukstatus.co.uk/  for updates and further information

  • Date - 31/05/2018 20:47 - 10/06/2018 18:56
  • Last Updated - 01/06/2018 05:21
Parallels Control Panel Issues (Resolved)
  • Priority - Critical
  • Affecting System - https://www.myhostcp.com/
  • We are currently looking into an issue with our Control Panel / Parallels System for https://www.myhostcp.com/

    Services such as websites and email should not be affected, however the control panel used to manage these will not be accessible.

    We will post an update as this is progressed

    Please accept our apologies for any issues caused, we appreciate your patience while we work on resolving this.

    -- Hosting UK Support Team

  • Date - 21/05/2018 13:02 - 23/05/2018 12:29
  • Last Updated - 21/05/2018 17:32
Potential network issue (Resolved)
  • Priority - Critical
  • Affecting Other - Network
  • Our networks team are currently investigating a potential routing issue from some locations.  Update to follow.

    13:00 This issue is now resolved.

  • Date - 18/05/2018 12:50 - 18/05/2018 13:00
  • Last Updated - 18/05/2018 13:07
VPS Platform (Resolved)
  • Priority - Critical
  • Affecting Server - OnApp Cloud
  • We have seen an event on the cloud platform that seems to have caused communication issues with some VMs.

    We’ve immediately escalated this to the platform vendors, OnApp, who are trying to diagnose the cause, however if you are seeing problems a reboot of your VM should address the issue.

    We will continue to investigate the issue.

  • Date - 17/05/2018 14:52 - 21/05/2018 13:01
  • Last Updated - 17/05/2018 14:53
Mail Issues - mail.myhostcp.com / 79.171.34.4 (Resolved)
  • Priority - High
  • Affecting Server - mail.myhostcp.com
  • We are currently experiencing an issue with one of our Mail servers: mail.myhostcp.com (79.171.34.41)

    We are currently working on this and are working on getting this back up as soon as possible.

    Thank you for your patience.

    ~~~~ Update ~~~~

    The server is now back up and responding. Services should now be running as normal. If you have any further issues, please contact support.

    -- Hosting UK Support Team ---

  • Date - 03/05/2018 08:58 - 03/05/2018 11:13
  • Last Updated - 03/05/2018 16:25
Emergent works for IS-20962 Open Mind Shared (Resolved)
  • Priority - Critical
  • Affecting Server - No Server Assigned
  •  

    This afternoon we will be carrying out emergent works on the Open Mind host IS-20962.

    These works will involve the machine being shut down prior to, and brought back up post works.

    We are not expecting this to take more than a few minutes.

    We will update here if this extends beyond the expected window. Thank you for your patience in this matter.

     

     

  • Date - 23/04/2018 14:34 - 24/04/2018 12:35
  • Last Updated - 23/04/2018 14:39
Plesk Server - Plesk55 (Resolved)
  • Priority - Critical
  • Affecting Server - ns1.quick-hosts.com
  • Engineers are working to resolve an issue with the plesk55.myhostcp.com (217.194.212.23) server.  We expect to have this back online shortly.

    Please accept our apologies for any issues arising from this.

    **update 09:55**

    Services are back up and the server appears stable. We are continuing to monitor.

  • Date - 20/04/2018 09:19
  • Last Updated - 20/04/2018 09:58
Office 365 interuption to service (Resolved)
  • Priority - Critical
  • Affecting Other - Office 365 Services
  • Microsoft is reporting an issue with Office 365 services currently that may be affecting our Office 365 customers.

    For further information see https://twitter.com/Office365Status and https://status.office365.com

    We continue to track this issue.

    Updated and resolved, 12.53

    Microsoft advise this issue is now resolved.

  • Date - 06/04/2018 10:43 - 06/04/2018 12:53
  • Last Updated - 06/04/2018 13:23
Network incident 29th March 2018 (Resolved)
  • Priority - Critical
  • Affecting Other - Network incident 29th March 2018
  • I would like to apologise to our customers that were affected by today's outage. A full reason for outage will be issued once it has been supplied by our head office. This was made worse by customer inability to communicate with us by telephone, as our group phone system uses the same network.

    Information is still being collated at this early stage, however, in short, the northern half of the Iomart network and therefore Glasgow, Edinburgh, Manchester and St Asaph datacentres and offices were affected by multiple fibre breaks across dark fibre routes on the Zayo network, so if your service is in any of these datacentre locations you would have been impacted.

    We are acutely aware of the impact that even a moments interruption to service can have on customers whether they are using services just for themselves or whether they run a business.

    We know you would like to know more and rest assured we will provide the aforementioned reason for outage as soon as it is supplied to us. We will also provide information as to what will be done to prevent such a reoccurrence in the future as soon as that is available.

    At the time of writing services are being restored and most if not all customers should have service returned although there will be a recovery period during which route are reconverged and network routing returns to normal. Email that you’ve been waiting for will also start being redelivered one the next hour or so.

    I know that some of our customers that have been affected by this may have already decided, or are contemplating moving their services as a result of this, and I’m reminded by something I was once told; “The good we do is rarely remembered but the bad we do is rarely forgotten”.

    In 20 years of business Hosting UK has had outages, and we’ve always learned from them and built stronger and more resilient services that have ultimately benefitted our customers. Our uptime record I would argue, is good and I know from my own experience is better than many, but that does not mean we ever become complacent. We, as part of the Iomart group, will learn from this event.

    It’s scant consolation, but I am deeply sorry that you’ve had this experience. You have my sincerest apologies.

    Phil C Parry
    Sales & Services Director

  • Date - 29/03/2018 21:30
  • Last Updated - 29/03/2018 21:31
FTP23 / FTP21 authentication (Resolved)
  • Priority - High
  • Affecting Server - ftp23.hostinguk.net
  • We are aware of an intermittent issue with authentication via FTP.

    This is under investigation.

  • Date - 05/02/2018 11:30 - 20/02/2018 09:19
  • Last Updated - 06/02/2018 16:46
Plesk54 (Resolved)
  • Priority - Critical
  • Affecting System - Plesk54.hostinguk.net
  • Due to a hardware fault all services on the plesk54.hostinguk.net server will be migrated to new hardware starting immediately.  Web and Email will be offline during this period to ensure data is up to date.  

    Please accept our apologies for any difficulties caused by this.

    Update: 22:41

    All services have been retured to operation.  If you experience any issues with your site or email service please get in touch with our support team.

  • Date - 09/01/2018 19:56 - 19/01/2018 09:22
  • Last Updated - 09/01/2018 22:42
Plesk53 / 217.194.212.21 / Server Migration (Resolved)
  • Priority - Critical
  • Affecting Server - No Server Assigned
  • Due to some hardware issues on the server plesk53.hostinguk.net/217.194.212.21 sites and email are going to be migrated to new hardware.

    This server will be shut down during this time for a quicker migration and to reduce the issues as a result of file changes during the move.

    To help reduce the impact of this downtime, the server will be migrated later on this evening (starting around 8pm).

    As a result of the move, the new server should provide a more stable platform running a newer system which provides more features.

    Thank you for your patience and understanding

    - Hosting UK Support Team

    ### Update ###

    The server migration has now finished and services should be running as normal.

    If you see any service issues relating to mail or the website, please contact support with further details.

  • Date - 09/01/2018 20:00 - 09/01/2018 21:48
  • Last Updated - 09/01/2018 21:49
Reboot of Shared Hosting Servers (Resolved)
  • Priority - Critical
  • Affecting Server - No Server Assigned
  • Good morning.

    As you will be aware there is a current issue with CPU architecture. A breakdown of this can be found here: https://spectreattack.com/

    Having installed kernel updates to mitigate against Meltdown, and reduce exposure to Spectre through changes to microcode we now need to reboot these servers to bring those online.

    We will be running through our Linux hosting this morning, and update here as we progress. Due to the nature of the issue - these will be done as soon as possible, as opposed to out of hours.

    If you are concerned or have any questions - please do not hesitate to contact us via support@hostinguk.net

     

  • Date - 05/01/2018 10:03 - 19/01/2018 09:12
  • Last Updated - 05/01/2018 10:09
MySQL Server Issues (Resolved)
  • Priority - Critical
  • Affecting Server - No Server Assigned
  • We are currently investigating an issue with one of our MySQL Servers [mysql01.myhostcp.com].

    Engineers are currently working on resolving the issue.

    Please accept our apologies for any issues caused. Thank you for your patience.

    **update**

    The issue has now been resolved. If you continue to see any issues with your Database on this server, please contact support

    - Hosting UK Support Team

  • Date - 31/12/2017 12:12
  • Last Updated - 31/12/2017 12:44
Issues affecting Plesk53 server (Resolved)
  • Priority - Critical
  • Affecting System - Plesk53
  • Engineers are working to resolve an issue affecting services on plesk53.hostinguk.net .  web and email services are intermittent at present.  We hope to have this resolved as soon as possible.

    Update:  12/12/2017 09:13

    Service has been stabalised and the server is accessible on all services.

  • Date - 11/12/2017 13:25 - 12/12/2017 00:00
  • Last Updated - 12/12/2017 09:14
Issues with plesk server / plesk54 / 217.194. (Resolved)
  • Priority - Critical
  • Affecting Other - plesk54.hostinguk.net
  • We are currently investigating an issue with one of our servers.

    Server: plesk54.hostinguk.net
    IP: 217.194.212.5
    System: parallels / myhostcp.com

    This will be affecting both websites and email.

    Thank you for your patience.

    # Update

    The issue with the server has been resolved.

    If you see any further issues, please contact support.

  • Date - 17/11/2017 12:12 - 17/11/2017 12:48
  • Last Updated - 17/11/2017 16:48
Phone system issue (Resolved)
  • Priority - Critical
  • Affecting Other - Phone System
  • We are aware of an issue with your phone system. Engineers are looking into this.

    We are currently aware that calls are connecting - however, the IVR is not working.

    Please push one on connection to be put through to a call queue.

    Raising a ticket is completely unaffected, and this can be done either through your control panel or by emailing support@hostinguk.net.

    Thank you for your patience.

  • Date - 30/10/2017 12:24 - 30/10/2017 14:30
  • Last Updated - 15/11/2017 17:23
Scheduled Work on SolidCP / MS DEV Platform (Resolved)
  • Priority - Medium
  • Control Panel Updated For SolidCP / MS DEV
     
    On Wednesday morning we will be updating the SolidCP control panel (https://controlpanel.hostinguk.net/) to the latest version. 

    This will not affect web, DB or email services but will mean the control panel will be inaccessible while the work is being carried out.

    Updates will provide bug fixes and new features including a new SSL interface and Lets Encrypt system.

    Thank you for your patience.

    - Hosting UK Support.


    ## Update ##

    The upgrade is now in progress, your control panel will be inaccessible while this is being done.

    Updates will be provided on this page.


    ## Update ##

    Scheduled updates for all SolidCP / MS Dev servers have finished now.

    If you see any issues, please contact support.

  • Date - 07/11/2017 09:47 - 08/11/2017 10:35
  • Last Updated - 08/11/2017 10:35
Loss of Protection Advisory (Resolved)
  • Priority - Low
  • Affecting System - Power Generation
  • The DC08 St Asaph Site is currently in a period of loss of protection following emergency generator works.

    For the duration of this period, the generator will not be available while a new jacket heater is commissioned.

    In the unlikely event of a power failure, short-term outages will be picked up by batteries.

    We do not envisage this causing any issues.

     

  • Date - 07/11/2017 11:30 - 07/11/2017 15:23
  • Last Updated - 07/11/2017 11:55
ISSUE WITH PHONE SYSTEM (Resolved)
  • Priority - High
  • Affecting Server - No Server Assigned
  • We are aware of an issue with your phone system. Engineers are looking into this.

    We are currently aware that calls are connecting - however, the IVR is not working.

    Please push one on connection to be put through to a call queue.

    Raising a ticket is completely unaffected, and this can be done either through your control panel or by emailing support@hostinguk.net.

    Thank you for your patience.

    *** This has now been resolved ***

  • Date - 30/10/2017 08:00 - 30/10/2017 13:30
  • Last Updated - 30/10/2017 13:44
mysql03 upgrade (Resolved)
  • Priority - High
  • Affecting Server - No Server Assigned
  • AFFECTS: MYSQL03 - MySQL database server used by PLESK shared web services. ONLY those that use mysql03 as their DB server.

    WHERE: DC08, St. Asaph, North Wales.

    TIME: 1030hrs

    EXPECTED DURATION: 5 to 10 mins

    REASON: We had noticed slowing responses from this host. Investigation showed that this was not down to specific users, but down to the nature of the workload it was facing. Following optimization works this morning we will be closing down this service briefly to further increase the RAM available in this SSD based database server.

    IMPACT: The server will need to be turned off for this operation - during this period it will be unable to deliver service. Service will return on restart.

  • Date - 18/10/2017 10:12 - 18/10/2017 11:28
  • Last Updated - 18/10/2017 10:21
Outage affecting Cpanel7 server (Resolved)
  • Priority - Critical
  • Affecting Server - cpanel7.hostinguk.net
  • Engineers are working to resolve an issue with the cpanel7.hostinguk.net server.  We expect to have this back online shortly.

    Please accept our apologies for any issues arising from this.

    UPDATE 17:48:

    Services are running again now.  Engineers are monitoring server load at this time before confirming resolved.

    Update 18:35

    We are happy to mark this issue as resolved. If you continue to see any issues, please contact support.

    Update: 06/10/2017 10:49

    Cpanel engineers are working on the server currently to identify the underlying issue.

  • Date - 05/10/2017 16:53
  • Last Updated - 11/10/2017 11:59
Web service issues / Linux Plesk / plesk67.ho (Resolved)
  • Priority - Critical
  • Affecting Server - ns1.quick-hosts.com
  • We are currently looking into an issue with the web service on one of our Linux servers plesk67.hostinguk.net / 79.171.39.19.

    **update**

    The issue has been resolved and all services should be running as normal. If you continue to see any issues, please contact support.

    Please accept our apologies for any issues caused by this and thank you for your patience.


  • Date - 04/10/2017 13:10
  • Last Updated - 05/10/2017 09:40
Mail issues on plesk71.hostinguk.net / 217.19 (Resolved)
  • Priority - Critical
  • Affecting Server - plesk71.hostinguk.net
  • We are currently investigating a mail issue on one of our Linux servers plesk71.hostinguk.net / 217.194.210.64.

    This issue may cause you issues logging into the server and managing mail.

    **update**

    The issue has been resolved. If you see any further issues, please contact support.

    We apologise for any issues this is causing you and thank you for your patience.


  • Date - 04/10/2017 12:33
  • Last Updated - 05/10/2017 09:39
Scheduled Maintenance (Resolved)
  • Priority - Critical
  • Affecting Server - server1835.redstation.co.uk
  • This server is currently undergoing scheduled maintenace and will be back online shortly.

  • Date - 02/10/2017 21:57 - 04/10/2017 13:19
  • Last Updated - 02/10/2017 21:57
Scheduled Maintenance (Resolved)
  • Priority - Critical
  • Affecting Server - server1834.redstation.co.uk
  • This server is currently undergoing scheduled maintenace and will be back online shortly.

  • Date - 02/10/2017 21:40 - 02/10/2017 21:57
  • Last Updated - 02/10/2017 21:40
Scheduled Maintenance (Resolved)
  • Priority - Critical
  • Affecting Server - server1833.redstation.co.uk
  • This server is currently undergoing scheduled maintenace and will be back online shortly.

  • Date - 02/10/2017 21:19 - 02/10/2017 21:40
  • Last Updated - 02/10/2017 21:19
Scheduled Maintenance (Resolved)
  • Priority - Critical
  • Affecting Server - server1832.redstation.co.uk
  • This server is currently undergoing scheduled maintenace and will be back online shortly.

  • Date - 02/10/2017 21:03 - 02/10/2017 21:19
  • Last Updated - 02/10/2017 21:04
Degradation of service access (Resolved)
  • Priority - Critical
  • Affecting Other - Network
  • Our network teams are investigating a denial of service attack on a section of the network. Steps are being taken to mitigate this.  Service is running normally at this moment, but further investigations are ongoing.

    Update 21:46:  Further work on the network side to mitigate the effects of this.  Services are accessible at this time, though further work is ongoing.

  • Date - 01/10/2017 15:00 - 02/10/2017 11:01
  • Last Updated - 01/10/2017 21:46
Issue affecting Mail5/7 services (Resolved)
  • Priority - Critical
  • Affecting Server - mail5.hostinguk.net
  • We are investigating issues with the mail5/7 server.  Email services are inaccessible at this time.  We expect things to be back up shortly.

  • Date - 28/09/2017 09:52 - 01/10/2017 16:42
  • Last Updated - 28/09/2017 09:53
Mail issues on plesk67.hostinguk.net / 79.171 (Resolved)
  • Priority - High
  • Affecting Server - hukstaoacp01
  • We are currently investigating an issue on one of our plesk servers with mail authentication.

    This will result in mail clients being unable to authenticate properly with the server and prompts for email addresses and passwords.

    We are currently investigating the issue, however webmail should still be functioning: http://webmail.yourdomain.com

    We appreciate your patience while we are looking into this.

  • Date - 20/09/2017 16:46
  • Last Updated - 22/09/2017 12:54
Server issue HUKWIN004 (217.194.213.135) (Resolved)
  • Priority - High
  • Affecting Server - No Server Assigned
  • Hello,

    We are aware of an issue currently affecting HUKWIN004, this is being investigated by our technicians.
    We hope to have this issue resolved shortly.

    All updates will be posted here.

    [10:39AM] 

    This is still being worked on by our engineers.

    [11:48]

    Service has been restored and sites should be running as normal now. 

    The cause of the issue was a fault in the RAID controller on the server which was causing a High Disk queue which was causing services to load slowly and timeout.

    If you continue to see issues please let us know.

    Thanks for your patience while we were investigating this and please accept our apologies for the issues caused.

    - Hosting UK Support Team

  • Date - 13/09/2017 09:18
  • Last Updated - 14/09/2017 09:31
MySQL outage on cPanel9 (Resolved)
  • Priority - High
  • Affecting Server - No Server Assigned
  • Hello,

    We are currently aware of an issue affecting MySQL on cPanel9.hostinguk.net (217.194.210.15)
    This is currently being investigated.

    All updates will be posted here.

    [02:00]

    This has been escelated to the software vendor to look into further.

    [09:00]

    In order to identify the root-cause of the issue MySQL will need to be disabled, this means any Database driven websites or web apps will cease to function while the investigation is carried out.

    [11:05]

    This has been escelated internally to 3rd line with the software vendor.

    [13:57]

    Engineers are still working to resolve the issue.  Replacment hardware is being prepar for a restore should one be needed.

    [15:23]

    Mysql is running again now and all services are operation.  We are continuing to monitor the issue before confirming it as resolved.

    [12:05 02/09/2017]

    No further issues have been seen with the MySQL Service.  We now consider the issue resolved.

    Thank you for your patience.

  • Date - 01/09/2017 02:03
  • Last Updated - 02/09/2017 12:05
Issues with sites using Comodo CA SSL's. (Resolved)
  • Priority - High
  • Affecting Other - HTTPS sites
  • We discovered an issue this afternoon where ComodoCA was not available from our network.

    For sites that make use of this to assist in validating certificates this caused a great deal of problems.

    An example of this could be something running Apache 2.4 / SSLstapling On / Comodo SSL certificates ... or in short most current cPanel installations.

    Networks became aware that the issue layed outside of our network.

    While IPv6 traffic could reach ocsp.comodoca.com - IPv4 was unable to either reach it, or traffic get back from it to our networks.

    The issue was identified at IX Manchester - where a peer was offering a route that was not working.

    Having identified the issue it was mitgated by reaching the same network via LINX and leaving in London at a higher cost.

    Service returned at that point.

    This post is as an advisary, and any issues that look similar should still be raised on their own merits.

  • Date - 15/08/2017 14:46 - 16/08/2017 15:38
  • Last Updated - 01/09/2017 10:04
Loss of Protection - drive failure. (Resolved)
  • Priority - Medium
  • Affecting Server - r1customer
  • The R1customer platform has experienced a drive failure.

    The drive has been replaced and is rebuilding.

    To minimize the time in which this particular array is degraded (and there for at risk) the rebuild rate has been increased. This may adversely impact backup times and schedules until this particular array is optimal once more.

  • Date - 14/08/2017 09:12 - 01/09/2017 10:05
  • Last Updated - 14/08/2017 09:25
Service issue on HUKWIN003 (217.194.213.134) (Resolved)
  • Priority - High
  • Affecting Server - No Server Assigned
  • We are aware of an issue currently affecting HUKWIN003 at the moment.

    Engineers are investigating this and updates will be posted here.

    update: 13:43

    The server is currently rebooting.  We expect things to be back online shortly.

    Please accept our apologies for any issues caused by this.

    **update**

    The server is now back online and services should be running as normal.

    If you continue to see issues, please raise a support ticket with details of the problems.

  • Date - 11/08/2017 12:14
  • Last Updated - 11/08/2017 17:46
Chassis replacement - Linux Shared Hosting Pl (Resolved)
  • Priority - Critical
  • Affecting Server - No Server Assigned

  • Early onset of chassis failure has been spotted with a shared hosting server.

    To avoid prolonged downtime this is being replaced now, in advance of a sudden failure or series of failures.

    The hardware is being upgraded in the process.

    These are unscheduled but necessary emergent preventative works.

    We do not expect this interruption to last more than 10-15 minutes.

    Engineers are working on this now. Thank you for your patience.

    **update**

    The Cassis of the server has been replaced and services are running.

    If you are still experiencing any issues, please raise a support ticket with any details of the problem.

  • Date - 11/08/2017 15:20 - 11/08/2017 16:10
  • Last Updated - 11/08/2017 17:45
Loss of Protection (Resolved)
  • Priority - Low
  • Affecting Other - Fibre to DC8 / St Asaph
  • Fibre supplying the St Asaph DC8 facility arrives over one of three geo-diverse routes.

    The transit provider that manages the points of presence along the route will be replacing environmental control units this coming week:

    • Monday 14th August
    • Wednesday 16th August

    We expect no interruption to service, however this does present a risk and a loss of protection for these periods.

  • Date - 16/08/2017 07:00 - 01/09/2017 10:43
  • Last Updated - 11/08/2017 15:50
Loss of Protection (Resolved)
  • Priority - Low
  • Affecting Other - Fibre to DC8 / St Asaph
  • Fibre supplying the St Asaph DC8 facility arrives over one of three geo-diverse routes.

    The transit provider that manages the points of presence along the route will be replacing environmental control units this coming week:

    • Monday 14th August
    • Wednesday 16th August

    We expect no interruption to service, however this does present a risk and a loss of protection for these periods.

  • Date - 14/08/2017 07:00 - 01/09/2017 10:43
  • Last Updated - 11/08/2017 15:48
Network Issue affecting some services (Resolved)
  • Priority - High
  • Affecting Other - Network Investigation
  • We are aware of and working on an issue that has presented within one of our facilities.

    The issue appears to have resolved - however engineers are aware of this and looking into it further.

    We will update this as we progress.

    Update 15:45

    This issue has returned.

    Security and Networking engineers are working the problem.

    Update 17:44

    Switch hardware  has been replaced.   Engineers are continuing to monitor the issues.

    Update 15:22 10/08/2017

    We have not seen a repeat of the issues since 18:30.  We now consider the issue resolved, though we are continuing to monitor the affected services/hardware.

    Please do raise a ticket if you are experiencing issues with your dedicated server and we will update in full on resolution.

    We will update here should this reoccur, and close on completion.

    Thank you for your patience.

  • Date - 09/08/2017 11:46
  • Last Updated - 10/08/2017 15:23
Hardware Fault - Plesk62 / Windows (Resolved)
  • Priority - Critical
  • Affecting Server - No Server Assigned
  • We have observed a hardware fault with Shared Hosting node Plesk62 (Windows).

    We are actioning this now and expect this to be serviceable within the next few minutes.

    Thank you for your patience.

  • Date - 04/08/2017 16:15 - 04/08/2017 16:30
  • Last Updated - 04/08/2017 17:47
Restart following patching mySQL02 (Resolved)
  • Priority - Critical
  • Affecting Server - No Server Assigned
  • The service on mysql02 will be restarted shortly.

    This is following a necessary patch, and will result in a transient loss of service followed by a return to operation.

    We do not envisage this window extending beyond 1735hrs.

    [Update] This work was completed at 17:35 27/07/2017.

  • Date - 27/07/2017 17:30 - 27/07/2017 17:35
  • Last Updated - 28/07/2017 12:47
Update to backup platforms (Resolved)
  • Priority - High
  • Affecting System - R1 CDP Backup Platform
  • Good afternoon

    We are currently installing upgrades to our backup platforms. 

    This **only** impacts upon servers backups/restoration/management for subscribed backup services.

    These works commences at Midday Tuesday 25th July 2017.

    This will take us from the previous current release, the new current release. This is a point release as opposed to a patch.

    This will fix a number of long term issues we have been experiencing with this platform.

    The update involves a code change, a verification of disk safe's, and a restart of service.

    We do not envisage this taking more than a couple of hours to come back up to service again.

    Thank you for your patience.

  • Date - 25/07/2017 12:00 - 27/07/2017 17:32
  • Last Updated - 25/07/2017 12:03
Hardware Maintenance HUKWIN005 (Resolved)
  • Priority - High
  • Affecting Server - No Server Assigned
  • We are currently replacing the hardware on the server hukwin005.hostinguk.net / MS DEV Server / 217.194.213.243

    We have recently seen issues with this server and are replacing some hardware. Updates will be posted here.

    **update**

    The hardware has been updated and the server is back up. If you have any issues, please let us know.

  • Date - 21/07/2017 17:07 - 21/07/2017 17:47
  • Last Updated - 21/07/2017 17:47
Plesk73 - Host Restart (Resolved)
  • Priority - High
  • Affecting Server - No Server Assigned
  • An issue has occurred with Plesk73 - Linux shared hosting node.

    Engineers are aware of this, and are working towards a rapid solution.

    Web services are being effected.

  • Date - 14/07/2017 13:42
  • Last Updated - 14/07/2017 14:19
HUKWIN005 (217.194.213.243) (Resolved)
  • Priority - High
  • Affecting Server - No Server Assigned
  • Hello,

    We are aware of an issue affecting HUKWIN005.hostinguk.net (217.194.213.243)

    We are currently investigating.

    Please bear with us.

    [UPDATE 12:04] This issue now appears to be resolved.

    Please accept our apologies for any interruption to your service.

  • Date - 13/07/2017 10:53 - 13/07/2017 12:00
  • Last Updated - 13/07/2017 12:05
Upgrade work on HUKWIN004 (217.194.213.135) (Resolved)
  • Priority - High
  • Affecting Server - No Server Assigned
  • Hello,

    We are currently carrying out some upgrade work on HUKWIN004.hostinguk.net
    We do not expect extended downtime for this upgrade.

    We appreciate your patience.

    Updates will be provided here.

    [UPDATE 17:49] Works have now been completed.

  • Date - 12/07/2017 17:32 - 12/07/2017 17:46
  • Last Updated - 12/07/2017 17:50
Issue affecting HUKWIN003 (Resolved)
  • Priority - Critical
  • Affecting System - HUKWIN003 217.194.213.134
  • Engineers are looking into an issue on the HUKWIN003 server currently.

  • Date - 12/07/2017 14:39
  • Last Updated - 12/07/2017 14:59
Issue affecting HUKWIN004 (Resolved)
  • Priority - Critical
  • Affecting System - HUKWIN004 -217.194.213.135
  • Engineers are looking into an issue on the HUKWIN004 server.

  • Date - 12/07/2017 09:10
  • Last Updated - 12/07/2017 09:40
Mail4 issue (Resolved)
  • Priority - High
  • Affecting Server - mail4.hostinguk.net
  • Hello,

    We are currently looking into an issue with mail delivery on mail4.hostinguk.net

    We hope to have this issue resolved shortly.

    Updates will be supplied here.

    [09:56] This issue has now been resolved.

    Please bear with us.

  • Date - 05/07/2017 09:44 - 05/07/2017 09:56
  • Last Updated - 05/07/2017 09:56
Issue affecting HUKWIN004 (Resolved)
  • Priority - Critical
  • Affecting Other - HUKWIN004
  • Engineers are working to resolve an issue on the HUKWIN004 server - 217.194.213.135

    update: 16:28 The server is now back on online

  • Date - 30/06/2017 16:16
  • Last Updated - 30/06/2017 16:28