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  • BJ Winkler 4:21 pm on April 21, 2014 | 4:21 pm Permalink  

    [Resolved] Intermittent Ticket Issues 

    Hello,

    We have again been made aware of issues with our third party service ticket provider. We have engaged their team and they are actively looking into it. We apologize for any inconvenience this has caused and if you are needing support feel free to live chat with us through the User Portal.

     
  • BJ Winkler 10:49 am on April 21, 2014 | 10:49 am Permalink  

    [Resolved] Intermittent Service Ticket Issues 

    Hello,

    We have been made aware of issues with our third party service ticket provider. We have engaged their team and they are actively looking into it. We apologize for any inconvenience this has caused and if you are needing support feel free to live chat with us through the User Portal.

    Update: This issue is now resolved. If you have any additional problems creating or updating a ticket please let us know.

     
  • troy1906 11:19 pm on April 12, 2014 | 11:19 pm Permalink  

    Intermittent Connectivity for Limited Amount of Customers 

    Hello,

    We have been alerted of intermittent connectivity to a limited amount of servers. Affected customers would see errors when loading their site. Our Technical Operations team is investigating the issue and we will provide an update when one is available.

    Our 3rd Party Datacenter Provider has informed us that a Distributed Denial of Service (DDOS) attack occurred. They are mitigating the attack and we’ll provide an update shortly.

    Update 12:25 AM Central  Our third party DataCenter Provider has confirmed a power outage, the power has been restored and we’re working to bring systems back up.  Thank you for your patience as we work to resolve this matter promptly.

    Update 12:59 AM Central We are seeing servers re-establish connectivity and sites come back online. Please check your site for connectivity. We will update again when it is all clear.  Thanks again for your patience.

    Update 1:59 AM Central  Sites are still coming back online.  Please check for connectivity.  Next update will follow shortly.

    Update 3:06 AM Central We are still working to restore several sites after the power failure.  Thank you for continued patience.

    Update 4:57AM Central Our third party DC has advised that they have most of the sites restored.  Additional details to follow.

    Update 7:03 AM Central Our third party DC is working to restore one internal pod to service.  We are repairing databases as necessary.

    Update 9:00 AM Central Our third party DC has successfully restored each of their pods. We are still working to ensure that each database is properly restored.

    Update 11:20 AM Central We have identified two pods that are still having database issues. We will be running a script on each of these pods to automate the recovery of these databases. To those who are still having issues because of this, your continued patience is greatly appreciated.

    Update 1:20PM Central We are still working our hardest to ensure that all databases are restored and functioning. Your continued patience is greatly appreciated. To those pods that are affected, we will be reaching out to you individually via a support ticket.

    Update 2:30 PM Central Our restore script is still running, but we are seeing databases being fixed and sites coming back up. We are very greatful for your continued patience.

     
  • jathandesir 2:47 pm on April 9, 2014 | 2:47 pm Permalink  

    [Resolved] CDN Provisioning Error reported from our 3rd Party Provider 

    Hello all,

    After touching base with our 3rd party CDN provider, MaxCDN, we have received word that they are having issues creating new CDNs for accounts.  You will see the effects of this if you are in your User Portal, my.wpengine.com, attempting to activate your CDN.

    Your patience is appreciated with this matter, and if you have a CDN ticket in with us, there will be a wait on us activating your CDN internally as well.

    Please note that this will not affect currently active CDNs, and we will update you as soon as we have been notified that they have resolved this issue.

    Update: 7:34 PM Central: We have received confirmation from our 3rd Party CDN Provider that the issue has been resolved, and we have confirmed that “Zone Provisioning” is working again.

     

     
  • Dustin Meza 1:22 pm on March 31, 2014 | 1:22 pm Permalink  

    [Resolved] Intermittent Connectivity 

    Hello,

    We are observing 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 1:28PM Central: From one of our 3rd Party Datacenter Providers:

    Monday, March 31, 2014

    2:21PM EDT (UTC -0400) – We are aware of connectivity issues affecting some routes toward our Atlanta facility at this time. We apologize for the inconvenience, and are working with our upstream providers to resolve the issue as quickly as possible.

    Update 1:38 PM Central: Our 3rd Party Datacenter Provider continues to work with their upstream providers to resolve the issue.

    Update 1:45 PM Central: Our 3rd Party Datacenter Provider has confirmed the issue is affecting their entire Atlanta datacenter, which affects many more servers than just WP Engine, and that this issue is with the upstream provider and they are working with them to continue working on the issue.

    Update 2:01 PM Central: Our 3rd Party Datacenter Provider has updated us that they continue to work with their upstream providers to rectify the issue. As this issue is with our providers provider, we do not have any ETA but know they are working on this as fast as possible.

    Update 2:16 PM Central: Our 3rd Party Datacenter Provider has updated us that their upstream provider has identified the issue and is working to restore service ASAP. There is no ETA at this time.

    Update: 2:24 PM Central: We have received reports that service is being restored, please view your site at this time. We will not resolve this outage until we have confirmed completely.

    Update 2:31 PM Central: We have received confirmation from our 3rd Party Datacenter Provider that the issue is resolved and we have confirmed connectivity.

     
  • Dustin Meza 11:37 pm on March 26, 2014 | 11:37 pm Permalink  

    Network Issues Overseas 

    Hello,

    We have been informed that there was a transoceanic fiber line severed which could be affecting connectivity to overseas resources. There is nothing we can do and all traffic is attempting to be rerouted by ISPs, which could overload the other lines, or slow them down. If you have a site overseas and are experiencing slowness, this would be a symptom. There is no ETA on this but we will provide an update if we receive one.

    Update 3/27/14 10:24 AM: We are also confirming reports of customers who reside overseas from the United States who have a site that resides in the United States are seeing slow connection speeds to their site and backend of their site. Please keep in mind this is also a side effect of the Overseas Network Issue.

     
  • jathandesir 3:54 pm on March 26, 2014 | 3:54 pm Permalink  

    [Resolved] Intermittent Phone Connectivity Issues 

    Hello,

    We are experiencing issues with our 3rd party phone provider and as such our Support phone line is having intermittent issues.

    Please create a ticket or Live Chat with us to help with your support needs. We apologize for any inconvenience and are working with our provider to troubleshoot the issue.

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

    Update 9:00pm CST: Our phone provider has resolved the issues they were experiencing. The Support line is now working as intended.

     
  • jasonstallings 6:14 am on March 18, 2014 | 6:14 am Permalink  

    [Resolved] Git Push Issues 

    Hello,

    We are currently experiencing an issue that is affecting Git push,  during this time you may receive errors while trying to push to your site.

    We apologize for any inconvenience this has caused. We will update this post with more information as it becomes available.

    Update 7:30am CST: Our system admins are still looking into this issue. Thanks for your patience so far!

    Update 8:00am CST: This issue has been resolved! If you continue to experience any errors pushing to your site please reach out to our support team.

     
  • jathandesir 6:49 pm on March 12, 2014 | 6:49 pm Permalink  

    [Resolved] Staging Environment Site and Home URL Issue 

    Note: While this has been resolved, if you continue to experience issues with your Staging Environment, please contact our Support Team.

     

    Hello,

    We are currently experiencing an issue with our client’s Staging Environments, causing some of your Staging sites (installname.staging.wpengine.com) not to load properly.  Our engineering team is aware of the problem, and they will be applying a fix in the very near future to correct this.

    However, if you would like to fix it yourself immediately, please follow these steps:

    1. Login to your Staging Environment via SFTP, http://wpengine.com/support/staging-2/ .

    2. Open/Edit your wp-config.php file in your SFTP client.

    3. Scroll down in your wp-config.php file, and you will find the following information with your “installname”

    define(‘WP_SITEURL’,’installname.staging.wpengine.com‘);

    define(‘WP_HOME’,’installname.staging.wpengine.com‘);

    4. Update BOTH these lines, by adding http:// as you can see below:

    define(‘WP_SITEURL’,’http://installname.staging.wpengine.com‘);

    define(‘WP_HOME’,’http://installname.staging.wpengine.com‘);

    We do apologize if this has inconvenienced you in any way, and we will provide an update when one is available.

     
  • Dustin Meza 9:33 pm on March 4, 2014 | 9:33 pm Permalink  

    [Resolved] Intermittent Connectivity Issues 

    Hello,

    We have received reports and can confirm with monitoring that a subset of servers are experiencing intermittent connectivity issues. Our Technical Operations team is working with our 3rd Party Datacenter Providers to troubleshoot the issue.

    We will provide an update when one is available.

    Update 9:34 CST: Our Datacenter Provider has alerted us that this is a side effect of a network maintenance, they are working to bring the network back online now.

    Update 9:41 CST: Our Datacenter Provider has also provided a status on their network maintenance here http://status.linode.com/2014/02/network-maintenance-in-atlanta-march-4-2014.html

    We will continue to update our status as they become available.

    Update 9:52 CST: We are now seeing servers re-establish connectivity and sites come back online. Please check your site for connectivity. We will update again when it is all clear.

    Update 9:54 CST: Our Datacenter Provider has confirmed they have re-established connectivity. Sites should be back online.

     
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