Euro Fast Host

2009.07.03 01:15: Our web2 server which hosts several reseller accounts and 2 customer VPSs is currently offline. Engineers in the datacenter have been informed and are investigating problems on the server and trying to restore service as soon as possible. Please accept our apologies for the problems affecting sites at this time.

2009.07.03 02:07: Engineers have reported that they suspect the problem has been caused by a PSU failure despite the server being less than 4 months old. They are currently checking their stock to see if they have a spare available, and we have contacted our SuperMicro dealer to see if we can get one from them as soon as they open in the morning.  We will update this post again as soon as any news is available, and apologise again for the downtime affecting sites on this server.

2009.07.03 09:53: We have received the replacement PSU and an engineer is en route the datacenter to install it immediately. We expect to be on site at the datacenter within 90 minutes, and the server should be back online by approximately 12:30-13:00. We will update this post again when news is available, and thank you for your patience at this time.

2009.07.03 14:35: The Web2 server was brought back online approximately 15 minutes ago and all services have come back up promptly. The issue was caused by the PSU controller and replacing that with a new one provided by our authorised SuperMicro dealer fixed the problem and allowed the server to be fired back up. We have already ordered another spare controller board and complete dual PSU assembly so that in the extremely unlikely event of another failure the replacement hardware is on site at the datacenter and can be changed over immediately.

We sincerely apologise for the problems today and the downtime & inconvenience caused. The affected server was our newest server brought online in April bought from a range that we have been exclusively using for the last 9 months without any issues at all.

The problems affecting clients on Mail5 have been resolved. The issue was caused by a large number of big attachments which caused delays for the antivirus service on the mailserver. This resulted in high CPU usage while scanning, which in turn delays the processing & delivery of mail creating a backlog.

We have resolved the issue by reconfiguring the antivirus settings within the mailserver, and the server load is now back to normal. The mail queue that reached over 1600 messages at it’s peak is now down to less than 150 and delivering the final delayed messages.

We apologise for the performance problems and their effects on your ability to send/recieve email earlier today, and thank you for your understanding.

We are experiencing problems with the Mail5 SmarterMail server, which are affecting the performance and availability of the POP3 service that is used to collect email.

We are currently working on the problem and hope to have normal service resumed shortly. We apologise for the problems and the inconvenience caused.

This morning there was a problem affecting the mail2 mailserver following on from some migration work we carried out last night. We have restarted the mailserver processes and POP3, IMAP, and SMTP are working correctly. Our backup MX servers are currently despooling mail and based upon current performance we expect all the mail to be delivered to mailboxes within the next 90 minutes. We sincerely apologise for the inconvnience this outage has caused.

There is currently a large amount of spam in the spool on mail2, which we are currently investigating. The server will be operating more slowly while we resolve this issue, and there may be a small delay delivering inbound messages to your mailboxes and outbound messages to their recipients.

Access to Helm has been restored and DNS/FTP functions are now working correctly. If you experience any more problems please email support@eurofasthost.com and we’ll investigate for you.

We are currently experiencing problems affecting services across some of our servers.

Certain HELM functions including adding domains and updating DNS records are intermittently reporting errors when trying to perform standard tasks.

The FTP services have a problem with passwords being rejected caused by synchronisation problems between Helm and MSFTPSVC.

We are working to resolve these issues as a matter of urgency, but in the mean time please contact support@eurofasthost.com if you need assistance. Please accept our apologies for the inconvenience caused by these problems.

Following on from the earlier post about DNS issues that were being experienced earlier this morning, we are no longer seeing any errors in the DNS logs and it looks like the small number of external nameservers that were experiencing problems resolving domains using our servers are now operating correctly.

We will shortly be deploying an update to distribute the dns services to different locations which will prevent the problem from recurring. We apologise to those customers who have been affected by these issues, and would like to thank them for their patience and assistance resolving the problem.

Some customers are reporting problems connecting to their websites this morning. The issues appear to be DNS based and all webservers are online and responding correctly. We are investigating the DNS issues at the moment and will post here again when more information is available. Please accept our apologies for the current problems.

Access to our HELM control panel is now working correctly again, and the original problems affecting DNS and EMail accounts have been resolved. If you experience any more problems please contact us with details. Once again we’d like to apologise for any problems caused.

Our HELM Control Panel is currently offline while we investigate permissions problems reported by users earlier which were preventing DNS + Email Accounts from being modified. We will try and get the control panel back online as soon as possible and apologise for any inconvenience caused.

The earlier problems affecting EFHWEB3 performance have been resolved, and the webserver has been operating under normal load for the last 15 minutes. We apologise for the problems previously affecting websites.

We are investigating problems with slow site load times on EFHWEB3 which have slowed significantly over the last 90 minutes. We apologise for the inconvenience and will resolve the issue as soon as possible.

Our network provider have finally isolated and fixed the problem that was affecting websites on EFHWEB3, and all traffic to sites still on that server are routing correctly.

We are working on the few sites which were migrated to EFHWEB5 last night, and testing them all indivdually to ensure everything is working as it should be.

Please accept our sincere apologies if your site was affected by this outage. Now the technical issues have been resolved we will be working with our upstream bandwidth provider to identify the cause of the problem in order to ensure it never happens again.

Some clients with sites on EFHWEB5 including some of the sites we moved from EFHWEB3 yesterday are reporting a Directory Listing Denied error. We have located the source of the problem and are resolving it and manually verifying the sites are operational again. We apologise for the problem and are doing everything possible to get it resolved ASAP.

The network problem affecting EFHWEB3 on Monday has been largely resolved. We have brought forward the planned migration from EFHWEB3 -> EFHWEB5 for many accounts, and over 90% of the sites affected by the problems on EFHWEB3 are now working correctly. Please note that the FTP service is still being worked upon as a lower priority to allow us to ensure all affected websites have been fixed.

If you are still experiencing problems with your sites, please email support@eurofasthost.com with details and we’ll look into it for you straight away.

Once again we apologise for the issue that affected so many sites on Monday, and we will be taking steps to ensure the problem doesn’t happen again. Thank you for your understanding.

Further to the problems that are affecting EFHWEB3, we have confirmed that the server is online and is serving websites, however the problem appears to be network related. We are working with our upstream bandwidth providers to resolve the problem, and apologise for the problems this outage is causing.

EFHWeb 3 is currently experiencing problems serving web pages which is affecting sites running on that server. Engineers are investigating the problem and are doing everything possible to get it back online.

We have restored access to our Helm Control Panel at www.efhcontrol.com, which is now accepting logins and processing requests without returning errors. We apologise for the earlier unavailability, and will try to prevent it from happening again. If you experience any more problems please contact us.

Following reports this morning of error messages within helm we have taken the Helm Control Panel offline while we investigate the cause. We will post an update here when the Control Panel is available again. We apologise for the inconvenience caused by the control panel being unavailable.