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  • jathandesir 7:42 am on October 28, 2014 | 7:42 am Permalink  

    [Resolved] Intermittent Connectivity for Customers in our Newark Datacenter 

    Our 3rd Party Datacenter provider has informed us that they are experiencing network connectivity issues which is causing Intermittent Connectivity to customers in our Newark Datacenter. Our Engineers are working with our 3rd Party Datacenter provider to mitigate the issue. We will provide an update when one is available.

    Update 8:35am Central: New and existing user signups are also being affected by this issue. Our 3rd Party Datacenter is still working to resolve this issue on their end.

    Resolved 9:10am Central: Our 3rd Party Datacenter has resolved this issue at this time, and they have confirmed that this was related to a DoS attack. We are seeing that signups and intermittent connectivity issues have gone away. Thank you for your patience with this matter. If you have continue to experience issues, please contact our support.

     
  • 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.

     
  • 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.

     
  • 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.

     
  • 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.

     

     
  • 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.

     
  • 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.

     
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