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  • Dustin Meza 11:39 am on September 15, 2014 | 11:39 am Permalink  

    [Resolved] Error When Attempting to Use Copy Site in the User Portal 

    Hello,

    We have received reports that using the Copy Site function in the User Portal returns a “There’s not enough space to copy your install. Please contact Support.” error. Our Engineers are investigating the issue and we expect functionality to return shortly. We apologize for the inconvenience.

    Update 12:00PM Central: Our Engineers were able to resolve the issue, please run the Copy Site function again if you experienced this issue previously.

     
  • Brian Matthews 1:11 pm on September 2, 2014 | 1:11 pm Permalink  

    [Resolved] Ticket Updates via Email 

    We have been notified by our 3rd party ticketing system provider that they are currently experiencing issues with email delivery when tickets are updated. Please know that this does not mean that we have not updated your ticket, it just means that you may not have received an email letting you know that there is an update.

    In the meantime, you can view your open ticket(s) by logging in using the following link: https://help.wpengine.com

    If you need to reset your password, you can use the ‘forgot my password’ link on the home page.

    We hope to have this resolved as soon as possible.

    Update: The issue has been resolved.

     
  • wpebrandon 3:06 pm on August 28, 2014 | 3:06 pm Permalink  

    [Resolved] Phone Systems Unavailable 

    We have been notified by our 3rd party phone provider that they are currently addressing system issues.  We will continue to update this post as we receive more information.  In the meantime, please feel free to utilize our LiveChat system from inside the User Portal.

    Update 4:00pm CST: The inbound call issue is still being addressed by our providers engineering team.

    Update 4:39pm CST: Our phone systems are back online.

    Update 5:42pm CST: Our main line is still not working. Please call our local number for emergency assistance 512-827-3372

    Resolved 10:18pm CST: The inbound Toll-free call issue has now been resolved and all systems are fully operational.

     

     

     
  • jathandesir 4:35 pm on August 26, 2014 | 4:35 pm Permalink  

    [Resolved] Ticket System Temporarily Unavailable 

    We are currently experiencing some issues with accessing our 3rd party ticketing system. During this time, customers are unable to submit and access support tickets. They are actively investigating the situation and hope to have this resolved as soon as possible.

    In the meantime, can contact our support team via LiveChat or Phone, 1-877-973-6446.

    We will update you again when we have received word that all is well.

    Update 4:50pm CST: We have regained intermittent functionality with our ticketing system, and will update you again once the issue has been fully resolved.

    Resolved 4:52pm CST: This issue has been resolved. Our ticketing system should now be fully functional.

     
  • jathandesir 2:18 pm on August 26, 2014 | 2:18 pm Permalink  

    [Resolved] Email Delivery Delays 

    Hello all,

    One of our 3rd party email providers is seeing slow connections to their servers due to an issue at one of their data centers.

    This will result in longer than normal delays in receiving some emails. This would include, but is not limited to, reset password emails from your User Portal and WP-Admin dashboard.

    We are activtely monitoring the situation, and will update you with any updates we receive.

    Update 2:55pm CST: All mail in the affected datacenter has been processed, and there is no mail loss. Though the receipt of mail is slowed, once we receive mail, it’s flowing as normal.

    Update 4:45pm CST: It appears that email activity is picking up again from our 3rd party email provider. We will update you again once this has fully been resolved.

    Update 11:50pm CST: There may still be some higher than normal latency as this issue is nearing the end stages of being resolved. They are very close to resolving this, and we will continue to monitor this until it has been fully resolved.

    Update 3:15am CST: Our third party email provider is still working on resolving the issue, as a high priority. We will continue to update as they provide updates to us.  Thank you for your patience.

    Update 6:33am CST: Our third party email provider now has the service restored. We apologize for the inconvenience this has caused you.  We will continue to monitor the fix and provide updates as needed.  Thank you for your continued patience as we worked through this situation.

     
  • Dustin Meza 9:46 am on August 25, 2014 | 9:46 am Permalink  

    [Resolved] CDN Intermittent for International Visitors 

    Hello,

    We are receiving reports that CDN enabled resources are loading intermittently for International Visitors. We are currently working with our CDN provider to investigate the issue. We will provide an update when one is available.

    Update 10:05am Central: Our Engineering team has replicated the issue and continues to work with our CDN provider to investigate the issue. If you believe to be impacted you can disable CDN which will resolve the immediate issue.

    Update 10:15am Central: Our CDN provider has identified the issue and is working to resolve it now.

    Update 10:29am Central: Our CDN provider has resolved the issue and we have confirmed with affected sites that the CDN is now resolving appropriately.

     
  • Brian Matthews 4:48 pm on August 18, 2014 | 4:48 pm Permalink  

    [Resolved] Intermittent Connectivity 

    We are currently experiencing intermittent connectivity to certain servers in our environment. Our Technical Operations team is aware and investigating. We will provide an update once one is available.

    Update 5:05PM Central: Our Engineering team has identified the issue and is currently testing an update to resolve the issue. We will provide an update once one is available.

    Update 5:07PM Central: Our Engineering team has confirmed a fix for the issue and is currently deploying it to affected servers. They will be returning back online shortly.

    Update 5:16PM Central: Our Engineering team has confirmed all affected servers are now online. If you see any issue with your site please contact our Support team for further assistance.

     
  • Dustin Meza 5:14 pm on August 12, 2014 | 5:14 pm Permalink  

    [Resolved] Intermittent Issues Creating or Cloning Installs 

    Hello,

    We have observed intermittent issues when attempting to create  a new install or clone an install. An error would be given if the install isn’t created correctly or cloned correctly. Our Engineering team is investigating the issue, we will update this post when we have further information.

    We apologize for any inconvenience.

    Update 5:23PM Central: Our Engineers believe they have found the root cause of the issue and are currently working towards resolution. We will provide an update when one is available.

    Update 5:31PM Central: Our Engineers have resolved the issue, if you received an error while attempting to perform one of these actions please now retry that action.

    If you have any further issues please contact our Support team through the User Portal.

     
  • Brian Matthews 11:51 am on August 6, 2014 | 11:51 am Permalink  

    [Resolved] Network Connectivity Issues at European Datacenter 

    We have been notified by our 3rd party Datacenter Provider that they are currently experiencing some network connectivity issues in one of our European Datacenters. If you are unable to load your site, or having intermittent connectivity issues at this time, this would be the cause. We are in contact with them and will provide an update as soon as one is available.

    Update 12:35 PM: We are continuing to work with our 3rd party Datacenter Provider to mitigate the issue. A small percentage of customers may be experiencing intermittent connectivity issues. Another update will be provided when available.

    Update 1:25 PM: We have received word from our 3rd Party Datacenter in Europe, as well as confirmed that the affected sites are all back online.

    We sincerely apologize for the inconvenience that this has caused.

     
  • Dustin Meza 10:55 am on August 1, 2014 | 10:55 am Permalink  

    [Resolved] Email Links Pointing to email.wpengine.com 

    Hello,

    We became aware of an issue in which links inside of emails generated from WordPress for a limited amount of emails were replaced with email.wpengine.com which broke the link. This issue has been resolved and only affected a limited number of emails. If you experienced this issue you will no longer be affected and emails moving forward will show the correct link.

    We apologize for the inconvenience this may have caused.

     
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