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  • jathandesir 10:42 am on October 2, 2014 | 10:42 am Permalink  

    [Resolved] CloudFlare Network Issues 

    Hello all,

    We have been alerted to a Network issue that is currently impacting customers that utilize CloudFlare, https://www.cloudflare.com/system-status.

    Our technical operations team is aware, and we have alerted CloudFlare about the issues we are seeing.

    We will update this status page as more information becomes available.

    Update 11:44am CST: The issue has been resolved by CloudFlare, and customer’s sites with intermittent access should now be all back online.

     
  • Ben Moore 12:14 pm on September 26, 2014 | 12:14 pm Permalink  

    [Resolved] Phone Systems Unavailable 

    Hello,

    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. This is only in regards to our 1-877 number.

    Please use our Local Phone Number +1-512-827-3500 until such time as our 1-877 number is again functioning.

    Update 12:45pm CST: The issue has been resolved. Both numbers should be working properly now. 1-877-973-6446 and 1-512-827-3500 for international inquiries.

     
  • Dustin Meza 3:48 pm on September 25, 2014 | 3:48 pm Permalink  

    [Resolved] Intermittent User Portal Failures 

    Hello,

    We are experiencing intermittent connectivity for functions inside of the User Portal, this would include, but not limited to, utilizing Backup Points, creating SFTP users, creating new installs. If you receive an error during a User Portal activity please wait a few minutes and try again. We will provide an update as soon as one is available.

    Update 4:40pm Central: We are seeing failure rates decrease and functions complete successfully. If you receive an error please retry, we are still investigating the remainder of failures.

    Update 5:30pm Central: We haven’t seen an error in some time and as such this issue is resolved.

     
  • Dustin Meza 7:12 pm on September 23, 2014 | 7:12 pm Permalink  

    [Resolved] Intermittent Connectivity for Subset of Sites 

    Hello,

    A subset of sites are experiencing intermittent connectivity issues. Our Engineering team are in touch with our datacenter provider to troubleshoot the issue. We will provide an update as soon as one is available.

     

    Update 7:20PM Central: Our Engineering team continues to troubleshoot with our datacenter provider. If you have recently migrated and are impacted please ensure you are pointing to the correct IP address to avoid issues.

     

    Update 7:36PM Central: The issue is resolved and our Engineering team is working with our datacenter provider to establish root cause. All services should be back up and operational at this time. If you continue to see issues with your WP Engine instance, please contact our Support team.

     
  • troy1906 6:52 am on September 22, 2014 | 6:52 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 7:08 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.

     
  • 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.

     
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