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  • Ben Moore 11:09 am on May 18, 2014 | 11:09 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. At this time, we know that there is an issue with an upstream provider which is causing latency and packet loss. We will provide an update as soon as one is available.

    Update 11:35 AM Central – Unfortunately there are no new updates to make. Our 3rd Party Datacenter Provider is working diligently to resolve this issue as quickly as possible. They do not have an ETA at this moment.

    Update 11:44 AM Central – Our 3rd Party Datacenter Provider has resolved this Intermittent Connectivity issue. All sites should be fully functional. If you are still seeing a Down or Slow site, please contact WP Engine Support, who will be more than willing to assist.

     
  • Dustin Meza 5:10 pm on May 1, 2014 | 5:10 pm 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 5:40 PM Central: We are currently deploying a code update to fix the issue and will provide an update once this has been completed.

    Update 6:06 PM Central: We have finished the code deploy and have confirmed the issue has been resolved. If you have any problems don’t hesitate to contact our Support Team.

     
  • Dustin Meza 5:18 pm on April 30, 2014 | 5:18 pm Permalink  

    [Resolved] Inaccessibility of ZenDesk Ticketing System 

    Hello,

     

    We are seeing errors in our ZenDesk Ticketing System which affects our ability to view and respond to tickets as well as a customers ability to create a ticket or respond to a ticket. We have contacted ZenDesk to report the issue and they are investigating their service now. You can continue to chat with us through the User Portal and call our Support Team if the issue you were going to create the ticket about is urgent and cannot wait.

    We will provide an update when one is available.

    Update 7:26 PM Central: ZenDesk services are back online.

     
  • Dustin Meza 3:20 pm on April 29, 2014 | 3:20 pm Permalink  

    [Resolved] Intermittent Connectivity Issues 

    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 3:30PM Central: Our 3rd Party Provider has updated us that they are working with their upstream providers to resolve the issues. We will provide an update as soon as one is available.

    Update 3:41PM Central: Our 3rd Party Provider has updated us that this is affecting only 2 out of the 5 datacenters our customers reside in so a majority of customers would not experience any issue. They are continuing to work with their partners to resolve the connectivity issues.

    Update 3:51PM Central: Our 3rd Party Provider has updated us that they are seeing connectivity resume across the board. We will be testing this ourselves before we call the issue resolved. We will provide an update as soon as one is available.

    Update 4:02PM Central: Our Technical Operations team has confirmed our servers have regained connectivity and it is stable, we also have customers confirming they have regained connectivity to their site.

     
  • Ben Moore 9:04 am on April 25, 2014 | 9:04 am Permalink  

    [Resolved] Intermittent Issue Pushing Staging to Production 

    Hello;

    We are currently aware of, and actively working to resolve, an issue with Staging Environment. Currently, when a push from Staging to Production is made, the Site and Home URL’s are being overwritten to the default account.wpengine.com configuration. We would like to ask all of our customer to refrain from making this push until we are able to remedy this issue. If you have already come across this issue, the quick fix is to simply restore from the Backup Point that was created before the push was made.

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

    Update: We have been able to create a fix for this issue and will be rolling it out shortly. Once this roll out has completed, we will update this post as resolved.

    Update: This issue has been completely resolved. If you continue to experience issues pushing from Staging to Production, then please contact our Support Engineers.

     
  • 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  

    [Resolved] 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.

     
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