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  • Dustin Meza 4:38 am on July 17, 2014 | 4:38 am Permalink  

    [Resolved] Subset of Sites Loading White Screen 

    Hello,

    We have discovered an issue in which a subset of sites that are on a WordPress version lower than 3.9 are currently loading a White Screen. If you are experiencing this please create a Support Ticket and our Support Team will resolve the issue immediately. Our Engineering team is in the process of identifying these sites and proactively resolving the issue.

    We will provide an update when one is available and we apologize for the inconvenience.

    Update 6:40 AM Central: Our Engineering team has identified and resolved all sites affected by the issue. If for some reason you are still experiencing these symptoms, please contact our Support team to further investigate.

     
  • BJ Winkler 1:57 pm on July 15, 2014 | 1:57 pm Permalink  

    [Resolved] Intermittent Phone Issues 

    We are currently experiencing intermittent phone connectivity issues. We have escalated this with our 3rd party provider and they are troubleshooting the issue now. If you have any support needs we can still be reached via Live Chat in the WP Engine User Portal or through a ticket at help.wpengine.com. We will update this thread as soon as any  additional information becomes available.

    Update: The intermittent connection issues no longer exist. Our Support team will continue to monitor the phone system and will create a new blog post if any other issues arise.

     
  • jathandesir 12:59 pm on July 11, 2014 | 12:59 pm Permalink  

    [Resolved] Email Delivery Issue 

    Hello,

    We are aware of email delivery issues with delayed or non-delivered email messages. This does not affect our Support Ticketing System.  Our team is currently working with our email provider to resolve this issue as soon as possible.  Thank you for your patience, and we will provide an update as soon as possible.

    Update 6:09 PM Central: Services are being restored and we are nearing resolution. We will update this post as soon as we receive confirmation from our provider that systems are online.

    Update 9:08 PM Central: We have come to a resolution with our email provider and at this time the issue is considered resolved.

     
  • wpebrandon 12:10 am on July 9, 2014 | 12:10 am Permalink  

    [Resolved] User Portal functionality 

    Hello,

    We are currently experiencing issues with our API server that handles all User Portal functions.  We are actively working to resolve the issue.  Users may experience a warning message while navigating the User Portal.  At this time, we do not have an estimated time of resolution.  We will update this post when we have more information. Thank you for your continued patience.

     

    Update 1:25 AM Central: Our Technical Operations team continues to work towards a resolution. We have identified the issue and a path forward. We will provide an update when one is available.

    Update 2:19 AM Central: Our Technical Operations team continues to work towards resolving the issue. They are currently testing proposed solutions and we hope to know more soon. Once more details are available or the issue is resolved we will provide another update.

    Update 2:41 AM Central: User portal functionality and other features which rely on our API (GIt push, resetting file permissions, clearing the WPEngine cache, etc… ) should be back up and operational at this time.

     
  • troy1906 8:52 am on June 25, 2014 | 8:52 am Permalink  

    [Resolved] User Portal and Launching phpMyAdmin 

    We are currently aware of an issue with the user portal and launching phpMyAdmin as it relates to new installs.  Our Development team has identified the issue and is currently working on a fix for the issue.

    We thank you for your continued patience, and will be updating this article as we gather more details and/or resolve the issue.

    Update: This was resolved yesterday by our Engineering team. User Portal and phpMyAdmin should be working properly at this time.

     
  • Dustin Meza 9:52 am on June 18, 2014 | 9:52 am Permalink  

    [Resolved] 504 Errors for Subset of Sites 

    Hello,

    We have become aware of an issue in which sites are producing 504 errors when browsing the site. Our Engineering team has identified an issue and is currently working on resolving this. We will update this post with more information as soon as it is available.

    Update 10:10AM Central: We believe the issue resolves around sites going through a proxy, please double check your DNS is pointed to the correct IP if you are not using a service such as CloudFlare. If you are using CloudFlare, there is a possibility that turning it off and clearing your browser cache will resolve the issue. We continue to investigate and will provide an update as soon as one if available.

    Update 10:17AM Central: We have now received word from our 3rd Party Provider that there are connectivity issues between multiple upstream networks which could be affecting the proxies we noticed prior. We are working with them to understand the issue, as we have continued to observe no direct issue on our servers. An update will be posted when one is available.

    Update 10:21AM Central: We have now seen both our 3rd party provider and CloudFlare post issues about upstream providers, you can see more on CloudFlares Twitter Feed https://twitter.com/CloudFlareSys

    Update 10:36AM Central: We have not received any reports of issues since the last update and both CloudFlare and our 3rd Party Provider have called the issue resolved. If you are seeing any issues at this time after clearing your browser cache please contact the WP Engine Support Team.

     
  • troy1906 7:22 am on June 18, 2014 | 7:22 am Permalink  

    [Resolved] Push From Staging to Live Not Completing 

    Hello,

    We are aware of an issue affecting the ability to Push from Staging to Live. Our Development team has identified the issue and is currently working on a fix for the issue. Please do not attempt to Push from Staging to Live, there is no danger in performing the action, however it will never complete. We apologize for the inconvenience and should have this fixed later this afternoon.

    We will provide an update as soon as one is available.

    Update 9:20 AM Central: We have identified that this issue is also affecting the ability to push from Live to Staging as well. We appreciate your continued patience as we release a fix for this.

    Update 11:40AM Central: We have resolved the issue and you can now push from Live to Staging or Staging to Live. If you have an install that is stuck in this mode please contact Support.

     
  • troy1906 4:34 am on June 18, 2014 | 4:34 am Permalink  

    [Resolved] Intermittent Connectivity for Limited Amount of Customers 

    Hello,

    Our 3rd Party Datacenter Provider has made us aware of a network issue that is affecting their connectivity. We are seeing intermittent errors on some sites and slow loading as well. We will provide an update as soon as one is available.

    Update 4:31 AM Central Our third party DC has successfully restored each of the affected pods.

    Thank you for your patience on the affected sites.  If you continue to experience any issues,  please contact our Support Engineers.

     
  • Dustin Meza 9:45 am on June 3, 2014 | 9:45 am Permalink  

    [Resolved] Intermittent Connectivity from Europe (possibly other locations also) 

    Hello,

    Our 3rd Party Datacenter Provider has informed us that some paths from Europe into our Newark datacenter are currently experiencing packet loss. They are working with their upstream provider to resolve this issue.  We will provide an update when one is available.

    Update 9:50AM Central: We now have reason to believe this is affecting more than just customers connecting from Europe, if you are seeing slowness or errors when connecting you are most likely affected.

    Update 10:04AM Central: To clarify, this issue is affecting a subset of visitors to sites that are flowing through the impacted upstream provider, this is not affecting all visitors to sites as other are flowing through other, non-impacted upstream providers.

    Update 10:13AM Central: Our 3rd party provider’s monitoring indicates that the packet loss has subsided. We are currently waiting for official word from them and their upstream provider to verify that the issue has been fully resolved.

    Update 11:13AM Central: Our 3rd party provider still believes the issue has subsided, but wants to observe this for an extended period of time before the issue is called resolved. We will wait for them to mark this resolved as well.

    Update 11:50AM Central: We have now received confirmation that this issue is resolved.

     
  • Dustin Meza 5:04 pm on June 2, 2014 | 5:04 pm Permalink  

    [Resolved] Intermittent Connectivity Issues 

    Hello,

    We have been notified by our 3rd Party Datacenter Provider that they are experiencing a DDOS in one datacenter, if you are unable to load your site or having intermittent connectivity issues this would be the cause. We are in contact with them and will update this blog as soon as one is available.

    Update 5:13 PM Central: Our Provider has informed us that they have mitigated and resolved the issue, if you still are experiencing issue please contact us.

     
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