Routing problem for some IP's connecting (Resolved)
  • Priority - Critical
  • Affecting Server - c2s3-ds
  • There has been a reported problem that has been confirmed where server c2s3-ds has issues connecting between some iPrimus/Vodafone and Optus customers.

    The problem was originally reported Friday and affected all servers but whilst the problem was soon resolved on the other servers this server c2s3-ds appears to be still having issues with a routing problem.

    The fault has been reported to the providers and is currently still listed as being investigated.

    Thank you for your patience.

    ----------

    The problem is outside of the data centre so the only way to work around this problem is to change the IP addresses of those clients affected.

    This will be done this evening of the 27th Feb and morning of the 28th Feb 2017.

    Due to it being outside of my control (of where the fault exists) this is the only option that I am able to perform in order to resolve the connectivity problem some users are experiencing.

  • Date - 24/02/2017 16:00
  • Last Updated - 19/06/2017 14:19
Web server outage. (Resolved)
  • Priority - Critical
  • Affecting Server - c2s3-ds
  • There is currently a web server outage on server c2s3-ds and it is currently being investigated.

    Thank you for your patience.

    ----

    According to the logs the problem started happening around midnight when the server software was doing updates and clashed with another part of the server software.

    This has now been updated properly and web services have been restored.

  • Date - 30/11/2016 07:59
  • Last Updated - 30/11/2016 08:20
Web server outage. (Resolved)
  • Priority - Critical
  • Affecting Server - c2s1-ds
  • There is currently a web server outage on server c2s3-ds and it is currently being investigated.

    Thank you for your patience.

    ----

    According to the logs the problem started happening around midnight when the server software was doing updates and clashed with another part of the server software.

    This has now been updated properly and web services have been restored.

  • Date - 30/11/2016 08:00
  • Last Updated - 30/11/2016 08:20
Name server currently offline due to Exigent (Resolved)
  • Priority - Critical
  • Affecting Server - ns4.hostingnetwork.net.au
  • The provider Exigent where we have our forth name server located is currently offline.

    They have engineers looking into the problem.

  • Date - 25/07/2016 12:01 - 03/08/2016 09:19
  • Last Updated - 25/07/2016 12:02
Name server currently offline due to Exigent (Resolved)
  • Priority - Critical
  • Affecting Server - ns2.hostingnetwork.net.au
  • The provider Exigent where we have our secondary name server located is currently offline.

    They have engineers looking into the problem.

  • Date - 25/07/2016 12:00 - 03/08/2016 09:19
  • Last Updated - 25/07/2016 12:01
Name Servers Relocated (Resolved)
  • Priority - High
  • Affecting Other - Hosting Network Platform
  • The domain name servers have been repositioned and ready for 2016 and the introduction of IPv6.

    As IPv6 is just around the corner it is a good time to ensure that we are ready for the new technology.

    The new name server locations and network providers are listed below:

    Name Server: ns1.hostingnetwork.net.au
    Geo Location: Melbourne Fujitsu Data Centre
    IPv4 IP: 223.27.20.69

    Name Server: ns2.hostingnetwork.net.au
    Geo Location: Sydney Equinix DC
    IPv4 IP: 103.4.16.183

    Name Server: ns3.hostingnetwork.net.au
    Geo Location: Los Angeles USA, Hostus.US DC
    IPv4 IP: 216.189.158.194

    Name Server: ns4.hostingnetwork.net.au
    Geo Location: Perth, Vocus PerthIX
    IPv4 IP: 43.245.164.131

    We will be introducing IPv6 soon on the same servers listed above.

    Customers should not need to update anything at their end unless they have specified the IP manually during domain delegation for non .au domains.



  • Date - 30/01/2016 09:00 - 30/01/2016 08:24
  • Last Updated - 30/01/2016 08:24
Melbourne DC packet loss. (Resolved)
  • Priority - High
  • Affecting Other - All of our servers inside the Fujitsu DC Melbourne.
  • We have noticed packet loss to the data centre down the Vocus Pipeline to our uplink provider.

    The problem has been reported to the DC staff and we are awaiting a response.

    ========

    Update: 8.30pm 

    Engineers are still investigating the issue that is affecting some of our network.

    The issue is not isolated to our services but does affect some of our hosting services.

    Thank you for your patience.

    ========

    Update: 7.51am

    The data centre staff have updated the status of the fault to state that they have made a temporary workaround whilst they investigate the problem further.


    =========

    Update the issue has been resolved and all services are running at peak performance.


  • Date - 16/11/2015 18:45 - 17/11/2015 11:03
  • Last Updated - 17/11/2015 11:03
ns4.hostingnetwork.net.au being rebuilt. (Resolved)
  • Priority - Critical
  • Server ns4.hostingnetwork.net.au is being rebuilt due to errors in CentOS the main operating system from a failed update.

    All other name servers are functioning fine.

    ETA 2hrs.

  • Date - 15/11/2015 13:46 - 15/11/2015 22:18
  • Last Updated - 15/11/2015 13:46
ns2.hostingnetwork.net.au (Resolved)
  • Priority - Critical
  • Server ns2.hostingnetwork.net.au is being rebuilt due to errors in CentOS the main operating system from a failed update.

    All other name servers are functioning fine.

    ----------

    Rebuilding ns2.hostingnetwork.net.au has been completed and now up to date with the latest software.


  • Date - 15/11/2015 11:54 - 15/11/2015 13:46
  • Last Updated - 15/11/2015 13:45
Scheduled upgrade of hardware reboot required (Resolved)
  • Priority - High
  • Affecting Other - All shared hosting servers.
  • Some time after 10PM AEST 29/05/2015 (this evening) the server that you have a hosting account on will be rebooted due to upgraded memory and speed.

    The outage should not last more than 20 minutes.

    Thank you for your patience and understanding.

    Regards,
    Chris Bourne
    Direct Support

  • Date - 29/05/2015 22:00 - 10/08/2015 15:11
  • Last Updated - 29/05/2015 20:34
Network connectivity. (Resolved)
  • Priority - Critical
  • Affecting System - Hosting Servers / Email Servers
  • There is currently a network connectivity issue causing disruption to our servers/services.

    Please be patient as the staff at the data centre are working to resolve this issue.

    Regards,
    Chris Bourne

    -----------------------------------------------------

    Update from the Data Centre Staff:

    We are still working hard to resolve the issue Next update to be provided at 8:30AM.

    Thank you for your patience during this time.

    -----------------------------------------------------

    Update:  

    Most services have been restored and working normally.

    Thank you for your patience.

     

  • Date - 06/05/2015 06:30 - 06/05/2015 08:43
  • Last Updated - 06/05/2015 08:44
Hotmail Outlook block. (Resolved)
  • Priority - High
  • Affecting Server - c2s3-ds
  • We are aware of a block on the IP addresses assigned to server c2s3.

    As this block is related to a range of IP addresses and not our exact IP address the datacentre staff are working to resolve the matter.

    We have checked all known blacklists and believe this is something internal to Hotmail/Outlook.

  • Date - 20/02/2015 08:41 - 06/05/2015 07:47
  • Last Updated - 20/02/2015 08:42
Performance degraded on server c2s1-ds. (Resolved)
  • Priority - Critical
  • Affecting Server - c2s1-ds
  • There has been a performance issue causing server c2s1-ds to be non responsive.

    This is currently being looked into and we ask for your patience during this time.

    An update will be added to this soon so check back for status updates.

    Regards, Chris Bourne, Direct Support.


    Update: 7.23am 

    This has now been resolved and the issue resolved.  

    The cause was a WordPress DoS attack to one of our clients websites.

    Please make sure that all users running WordPress 3.9 and below update to the latest version 4.0 as soon as possible.    

    Be aware that updating, whilst providing better security and updated features can sometimes break customisations made to plugins and template theme files so ensure you have made a backup of the files and database before you upgrade.

  • Date - 09/09/2014 07:00 - 09/09/2014 07:26
  • Last Updated - 09/09/2014 07:27
Sydney data centre connectivity (Resolved)
  • Priority - Critical
  • Affecting System - Sydney DC
  • We are aware of a connectivity issue at the Sydney DC.

    This issue has been reported and being investigate by technicians.

    Further updates will follow when we have updated.

    Regards,
    Chris

  • Date - 28/02/2014 11:30 - 03/03/2014 18:57
  • Last Updated - 28/02/2014 11:32
Known network outage (Resolved)
  • Priority - High
  • Affecting Other - Data center network
  • A known fault is causing several I.P.'s on our network to appear offline. They are online, however the data center is working to resolve the internal issue. We will update with new information shortly.



    The data center has resolve this issue. We appologise for any inconvience that this has caused.

  • Date - 07/02/2014 10:33
  • Last Updated - 07/02/2014 10:38
Issue with c1s1-3m-syd (Resolved)
  • Priority - Critical
  • We are aware of a performance issue on the c1s1-3m-syd this is being looked into by technicians.

    The current issue is the mail queue is not processing the mail properly.


  • Date - 05/12/2013 14:17 - 28/02/2014 11:32
  • Last Updated - 05/12/2013 14:22
Performance of the server. (Resolved)
  • Priority - Critical
  • We are aware of a performance issue on the c1s1-3m-syd this is being looked into by technicians.

    Email clients will display: The server responded: 421 Too much load; please try again later.

    When sending mail.

    All other services should be ok on the server and this issue is being looked into at the moment.


    ----

    This has now been resolved.

  • Date - 05/12/2013 09:50 - 05/12/2013 13:10
  • Last Updated - 05/12/2013 13:10
Short scheduled downtime of c1s1-ds server (Resolved)
  • Priority - Critical
  • The hardware support staff need to check the hardware and cycle the power for c1s1-ds server, this will last for approximately 15minutes.

    This is a short scheduled downtime occuring on November 28th at 08:00am to minimize impact to businesses.

    This will not affect DNS resolving or other servers during this quick downtime.

    We appologise for any inconvenience.



  • Date - 28/11/2013 08:00 - 04/12/2013 08:48
  • Last Updated - 27/11/2013 16:39
Scheduled Migration from cpanel.dshost.com.au (Resolved)
  • Priority - High
  • The scheduled transfer of accounts from cpanel.dshost.com.au has started.

    Clients are reminded to refer to the information contained in the email that was sent out over the last 2 weeks with instructions on settings that need change to their domain if it is not located at Direct Support.

    Thankyou,
    Chris Bourne
    Direct Support



    UPDATE: 2:24 AM

    I have finished migrating the hosting accounts over from cpanel.dshost.com.au and mels10-ds.

    If any customers notice a problem with their website please let me know and I will investigate the problem.

    I have resolved a few website issues I came across on behalf of clients.

    Thankyou for your patience.
    Chris Bourne
    Direct Support

  • Date - 22/11/2013 21:50 - 23/11/2013 02:26
  • Last Updated - 23/11/2013 02:26
Server: cpanel.dshost.com.au (Resolved)
  • Priority - High
  • There is currently a reported issue with DNS and Googles Public DNS servers being able to access the one server cpanel.dshost.com.au

    The rest of our servers test ok in relation to Googles Public DNS servers.

    The Data Centre staff are currently investigating the problem and it is expected to be resolved within a few hours.

    We apologise for the inconvenience this is causing.

    We will update this as soon as we have information on the progress.

    Thankyou,
    Chris Bourne
    Direct Support


    UPDATE: Senior technical officers are working to resolve the issue with the highest of priority.  We thankyou for your patience during this time.

    UPDATE: The problem has been resolved.

  • Date - 18/09/2013 08:39 - 18/09/2013 10:56
  • Last Updated - 18/09/2013 10:55
cPanel not appearing for some users on cpanel (Resolved)
  • Priority - Medium
  • There has been a problem discovered that affects some customers access to cPanel on cpanel.dshost.com.au server.

    This does not affect all customers.

    We thank our clients for patience in this matter as it is outside of our control.

    Email & Website access does not have any problems and this is isolated to just the cPanel ports.

    Regards,
    Chris Bourne
    Direct Support - Manager

    UPDATE: The data centre staff that has access to our uplinks hardware firewalls will not be in until Monday 9am.


  • Date - 17/08/2013 09:00 - 04/09/2013 17:51
  • Last Updated - 18/08/2013 10:09
Melbourne Dedicated Server Network (Resolved)
  • Priority - Critical
  • Some customers may be experiencing limited access to their servers and hosting at the moment.

    This problem is isolated to part of the melbourne datacentre.

    We have contacted the technicians oncall at the datacentre and they have given us the time frame of 30minutes for this problem to be rectified.

    Thank you for your patience during this time.

    Regards,
    Chris Bourne
    Manager Direct Support

    UPDATE: 11:30pm Technicians are still onsite rectifying the problem.   

    UPDATE: 12:00am The network is showing improvement.. Servers that were experiencing connectivity problems are now ok.

  • Date - 27/06/2013 22:38 - 28/06/2013 00:15
  • Last Updated - 28/06/2013 00:14
Account Software (Resolved)
  • Priority - Medium
  • Affecting System - We are working on the account software today.
  • We are working on the account software that runs in the background of Direct Support today.

    This will not affect any billing, support, hosting or domains.

    We are modifying the templates but will only replace the existing template once all changes have been made and tested throughout the day.

    There should not be any look-and-feel changes other from touching up some CSS bugs and adding extra fields to certain clientarea views to bring it into alignment with the version of accounting software that we are using.


  • Date - 23/05/2013 08:55 - 28/05/2013 18:12
  • Last Updated - 23/05/2013 09:00
Hardware Firewall in Melbourne DC causes outa (Resolved)
  • Priority - Critical
  • Affecting Other - Some Melbourne Dedicated Servers
  • There is a number of servers experiencing connectivity issues.

    This has been isolated to be a network issue and not a problem with the servers themselves.

    The moment engineers update ourselves on an ETA for the turn around we will contact the clients affected.

    UPDATE:

    We have identified the cause of this morning’s network interruption as a faulty firewall device. 

    We will be replacing the faulty device this evening, after which services will be returned to normal. 

    There will be a notification email sent later today with additional details.

    UPDATE: 

    The hardware firewall will be replaced later tonight.  

    There should only be a brief period of time where the servers in the Melbourne DC will appear to be offline whilst the Hardware Firewall is installed.

    Thankyou for your patience.
    Chris Bourne
    Manager
    Direct Support


  • Date - 22/05/2013 08:47
  • Last Updated - 23/05/2013 07:34
PIPE Networks carrier link outage (Resolved)
  • Priority - Critical
  • Affecting Other - Sydney servers.
  • We have received a report that our Sydney carrier link has connection problems.

    We are waiting on service updates and will update you the moment we have more information.

    UPDATE (22:20): We have received updates from PIPE regarding an issue affecting their peering and transit services in both Victoria and NSW

    UPDATE (22:40): PIPE's systems appear to be coming online at this time, and we hope to have connectivity restored shortly.

    UPDATE (23:00): Sydney DC link is rectified.  When we receive the official response we will update this status.

    This outage affected allot of ISP's and hosting providers nationwide.

    UPDATE: We are closing this issue but we are still waiting on an official cause of the outage from PIPE Networks.

    Thankyou for your patience.

    Chris Bourne
    Manager 
    Direct Support

  • Date - 22/05/2013 22:40
  • Last Updated - 23/05/2013 07:22
Dedicated server unresponsive. (Resolved)
  • Priority - High
  • Engineers are currently investigating the slow server problem causing Pool and Spa server to be slow and unresponsive.

    We will update you the moment that this has been investigated and resolved.

    Thankyou for your patience.
     
    Chris Bourne
    Manager 
    Direct Support

    UPDATE:

    We have identified the cause of this morning’s network interruption as a faulty firewall device. 

    We will be replacing the faulty device this evening, after which services will be returned to normal. 

    There will be a notification email sent later today with additional details.

  • Date - 22/05/2013 08:31
  • Last Updated - 22/05/2013 10:29
Server currently unresponsive. (Resolved)
  • Priority - High
  • Engineers are currently investigating the slow server problem causing mels10-ds to be slow and unresponsive.

    We will update you the moment that this has been investigated and resolved.

    Thankyou for your patience.
     
    Chris Bourne
    Manager 
    Direct Support

    UPDATE:

    We have identified the cause of this morning’s network interruption as a faulty firewall device. 

    We will be replacing the faulty device this evening, after which services will be returned to normal. 

    There will be a notification email sent later today with additional details.

  • Date - 22/05/2013 07:17 - 22/05/2013 10:29
  • Last Updated - 22/05/2013 10:29
Domain renewal invoice problem (Resolved)
  • Priority - Low
  • Affecting System - Account Software
  • We are experiencing some problems with our domain renewal process.

    Several clients have been sent duplicate renewal notices.

    We apollogise for this inconvenience and we have changed the renewal due dates within the account software.

    This means that some clients may still receive one more copy tomorrow (17th May 2013).

    Tomorrow we will review each notice and contact clients individually regarding which invoices can be ignored and which ones are valid.

    The problem has been caused by a setting within our account software which we had not previously set.

    Thank you for your patience.

    Chris Bourne
    Direct Support
    Manager

    1300 669 224
    02 9099 8048

  • Date - 15/05/2013 09:00 - 23/05/2013 07:22
  • Last Updated - 16/05/2013 09:01
Accounts on SYDS6-N1R being migrated. (Resolved)
  • Priority - High
  • Customers on this server are advised that all services will be migrated to the new DELL hardware platform, featuring new hardware and the latest software platform releases.
    This will produce numerous performance benefits for your service.

    As a result of this move the server IP address will change to 103.9.170.23 and the new server name is C1S4-3M-SYD.

    For those customers using secure mail you will need to change the secure SMTP, IMAP and POP3 server address from

    From: SYDS6-N1R.hosting-services.net.au
    To: C1S4-3M-SYD.hosting-services.net.au

    There are some important points to note for the migration:

    1.
    Following the migration, your service on the old server (SYDS6-N1R) will be locked down to prevent further changes and we will redirect all requests to the new server.
    We complete this necessary step to ensure there is no data loss.
    As a result your website(s) may appear offline for a short period of time.

    2.
    If you are using our name servers on your domains, you won't need to make any changes as DNS will automatically update.
    However, if you use a 3rd party DNS provider (advanced users), please ensure you update the A records accordingly - the new servers IP address is included above.

    3.
    If you have an SSL certificate installed on any of the accounts within your service and therefore have a dedicated IP's assigned, these will change as part of the migration - if you need to know your new dedicated IP(s) prior to the migration, please go to http://support.dshost.com.au and open a support ticket.

    4.
    If you or your clients are connecting to the server for mail and/or FTP using the current server's IP or hostname, please ensure you update your systems to use the new IP or hostname listed above.

    5.
    At the completion of the migration you may see several hours of downtime as a result of DNS propagation - please refer to point 3 to ensure you have DNS setup appropriately.


    6.
    Following the completion of the migration you should check over your entire service to ensure all data and settings are present.
    If you have any custom DNS records, please check your DNS zone upon completion of the migration to ensure records have been adjusted by the automated cPanel migration process correctly.
    if you notice any issues please contact our team who will be able to assist with any data management and availability concerns.

    Updates will be available on the support website:
    https://support.dshost.com.au/serverstatus.php?view=scheduled
    https://support.dshost.com.au/serverstatus.php?view=open
    https://support.dshost.com.au/serverstatus.php?view=resolved

    We thank you for your continued support.

    Regards, 
    Chris Bourne 
    Direct Support
    02 9099 8048 (Support)
    1300 669 224 (Sales)
    http://support.dshost.com.au/






  • Date - 14/05/2013 21:30 - 15/05/2013 12:41
  • Last Updated - 13/05/2013 09:02
In the next coming weeks we will be migrating (Resolved)
  • Priority - High
  • Affecting Other - System Migrations.
  • The datacentre has a new super DELL server farm and will be migrating services from the old servers onto the new servers in the coming weeks.

    Instructions will be emailed out before the change to let you know what the new server address will be for those customers using dedicated IP's and/or secure mail.

    New cPanel URL will be emailed to customers the day before notifying them of the new server address to access their cPanel.

    Thankyou for your continued support.

    Regards,
    Direct Support

  • Date - 06/05/2013 09:00 - 16/05/2013 09:01
  • Last Updated - 13/05/2013 08:44
VentraIP Wholesale .com.au Domain Disruption (Resolved)
  • Priority - Critical
  • We are aware of the service disruption at VentraIP Wholesale.  

    Customers are asked not to make changes to their domains until this issue is resolved.

    We are following their service status closely but as yet have not been informed of the problem.

    To follow the status of this problem please look at our wholesale domain providers status page at: http://status.ventraip.com.au/event/512


  • Date - 07/05/2013 12:09 - 07/05/2013 12:28
  • Last Updated - 07/05/2013 12:25
Server requiring a reboot. (Resolved)
  • Priority - Medium
  • Our billing server will require a reboot due to the date and time being wrong this will not affect customers but will mean the billing software is offline for a period no longer than 10 minutes.

  • Date - 06/05/2013 09:30 - 07/05/2013 12:15
  • Last Updated - 06/05/2013 19:11
Unplanned outage in the Sydney datacentre. (Resolved)
  • Priority - Critical
  • Dear Clients,

    We aplogise for the outage this morning but there is a outage that is affecting many hosting providers and internet providers north of Sydney.

    This has been diagnosed as a fibre optic link problem between exchanges and mainstream link providers are working on a solution at the moment.

    Server 6 and 18 located in Sydney are affected all other servers located in Melbourne are not affected by this outage.

    Thankyou for your patience.
    Chris Bourne
    Direct Support

     

  • Date - 05/12/2012 08:41 - 01/03/2013 13:20
  • Last Updated - 05/12/2012 08:47
Melbourne Datacentre Hardware Upgrade (Resolved)
  • Priority - Medium
  • Monday there is a scheduled outage of 30 to 90mins that will affect all clients on the Melbourne servers due to a server upgrade.

    If this is rescheduled I will update you on Monday but at the moment it is looking like last weeks planned upgrade will happen the start of next week.  (2nd April 2012)

    Thankyou for your patience.
    Direct Support

     

    Update: 2/4/2012 5pm

    The data centre staff are still performing quality assurance on the new server so it won't be until tomorrow that the new server goes in now.

    Thankyou for your patience.
    Direct Support

     

     

  • Date - 02/04/2012 17:00 - 11/04/2012 15:36
  • Last Updated - 02/04/2012 17:12
Sydney Data center connectivity issues. (Resolved)
  • Priority - Critical
  •  

    Posted on 30/03/2012 08:00
    We are currently seeing intermittent connectivity issues to our Sydney Network. Network technicians are working with our providers to resolve this issue.

    We\'ll advise once we have further details.

    Posted on 30/03/2012 08:37
    Technicians are continuing to work with our providers to stabilise the network.

    Posted on 30/03/2012 09:30
    We are still awaiting further details from our suppliers who have escalated this matter internally.

    We thankyou for your patience and understanding on this, and we hope to have resolution very shortly.

    Posted on 30/03/2012 09:50
    We have been informed by our supplier that we are under a considerable ddos attack at present against our infrastructure.

    We are trying to mitigate this attack - and hope to bring it under control shortly.

    Thank you for your continued patience.

    Posted on 30/03/2012 10:13
    We're successfully working around the attack, with connectivity slowly returning.
    We'll continue to monitor the situation as the attack is still ongoing.

    Posted on 30/03/2012 10:43
    As our network has remained stable over the last half an hour, this status event has now been marked resolved.

    Rest assured we will continue to monitor the situation and should there be any negative change, we will immediately re-open this event.

    Once again, we thank you for your patience in awaiting our resolution of this issue and we sincerely apologise for the downtime this has seen over the course of this morning. If you have any concerns or queries please do not hesitate to submit an eTicket to our team who will be happy to assist.

  • Date - 30/03/2012 08:00 - 30/03/2012 10:44
  • Last Updated - 30/03/2012 10:44
Melbourne Datacentre Router Upgrade (Resolved)
  • Priority - Low
  • Affecting System - ns1.dshost.net.au
  • Cisco engineers will be applying a fix to one of our core routers in Melbourne on Sunday 25th March 2012 beginning at 11:59pm and continuing through until 12:45am Monday morning.

    The outage time should last no longer than 10 minutes, and will only affect ns1.dshost.net.au name server.

    Websites and email should not be affected during this time.

  • Date - 25/03/2012 23:59 - 26/03/2012 00:35
  • Last Updated - 26/03/2012 00:27
Power upgrade planned Sun 7th Nov 2010. (Resolved)
  • Priority - Medium
  • To Customers,

    The power plant that provides electricity to our servers is being upgraded on Sunday 7th 2010 from around 10.30pm to 4.30am AEST.

    There will be an outage during this time.

    Thankyou,
    Chris Bourne
    Direct Support

  • Date - 07/11/2010 00:00 - 23/03/2012 18:35
  • Last Updated - 05/11/2010 09:46
Sever upgrade. (Resolved)
  • Priority - Medium
  • Dear Clients,

    Our technical department is scheduled in upgrading our servers.

    During the upgrade customers could experience some downtime but we hope it will be brief as possible.

    Upgrade planned for Sunday 29th of August 2010 from 9am to 9pm AEST.

    During this time it should operate as normal however it will require a reboot to allow us to complete the upgrade and test the new environment.

    Thankyou,
    Direct Support Admin

  • Date - 29/08/2010 00:00 - 05/11/2010 09:43
  • Last Updated - 24/08/2010 17:41
Earth server 10mins downtime. (Resolved)
  • Priority - Critical
  • We had a flood attack which lasted from 10.25am till 10.32am on 19th May 2010.

    This was a calculated ip flood attack and the offending addresses were blocked.

    Thankyou,
    Direct Support

  • Date - 19/05/2010 10:43
  • Last Updated - 19/05/2010 10:44
Earth server: Apache security upgraded. (Resolved)
  • Priority - Critical
  • ** UPDATE: The work has been completed and tests of various clients websites have come back as successfull.

    If you notice a problem appearing that is only recent please notify support.

    Thankyou,
    Direct Support Staff

     

    Due to a software upgrade that needs to be done on Earth server we have chosen Sunday 9th May 2010 evening between 8pm and 10pm AEST to perform necesary server updates.

    ** UPDATE ** due to other updates we have had to do leading up to 8pm we will push forward the updates to 10pm through to midnight.

    Some users will experience problems:

    "Internal Server Error" or similar error message
    or "Permission denied" error message

    Please let us know via support@dshost.com.au and please be patient as we will fix the permissions on files in your website as soon as possible.

    The update takes 1minute to perform but the changes we need to make to permissions of files and folders could take up to 2hrs for our technical staff to change to the new required settings.


    Technical Informations Web Developers and Technicians need to know.

    There are some changes to our server that you need to know:

    Files will need to be owned by the individual that owns that domain account and files owned by "nobody" will no longer be usable.

    Files will GROUP or OTHER permission set to write for any php file or folder or the script will fail.

    Scripts using FTP settings will now be able to function correctly without the FTP settings enabled, this includes scripts such as WordPress, Joomla, Mambo, Magento, SugarCRM and vTiger installations.

    What will this mean and why is it different to how we are setup now?

    1) Permissions problems are normally caused by the web server not using the right ownership of a file when creating the file, so this means that this will no longer be a problem.

    2) Performance, the speed compared before and after should be minimal.

    3) If a website is exploited less damage is possible to the server.

    4) Users using up too much system resources can be controlled more so that their websites do not interfere with other users websites.

    What recent updates have already been performed?

    1) SQL Insertion preventative measures.

    2) POST bomb prevention measures.

    3) Site flooding prevention measures.

    4) CPU hog / script loop prevention measures.

    5) MySQL over usage of memory by buggy scripts prevention measures.

    6) Spam bot posting prevention measures.

    7) BOMB attack prevention measures.

    Apache will not be upgraded to the latest version due to Joomla and Mambo not being compatible to Apache's latest versions.

    Thankyou,

    Support Staff,
    Direct Support
    support@dshost.com.au
    1300 369 730

     

  • Date - 09/05/2010 00:00
  • Last Updated - 10/05/2010 00:32
RV SiteBuilder: not functioning correctly. (Resolved)
  • Priority - Critical
  • RV SiteBuilder had a problem automatically upgrading to the latest version and as a resault has stopped the software functioning correctly.

    Technicians are working on the problem at the moment.

    We are currently upgrading RV SiteBuilder Software on our Earth and Venus servers.

    During this time RV SiteBuilder will not be available.

    ETA: 8pm 9th May 2010

    UPDATE: 7.28pm: We are upgrading cPanel to accomodate to the upgrade aswell, we hope the ETA will not change.

    Finished upgrading cPanel upgrade and RV Site Builder upgrade.

     

  • Date - 09/05/2010 19:07
  • Last Updated - 09/05/2010 19:49
Unplanned outage. (Resolved)
  • Priority - Critical
  • We appologise for our brief outage on our Earth server during the middle of today 22/04/2010.

    Symptoms:

    • Users websites become unresponsive.
    • Services appeared to fail.

    Cause:

    • Drive I/O problem caused by too many files reading / writing at the same time for an extended period of time.

    Solution:

    • After inspecting all log files in relation to the outage the server was rebooted and all sites returned to normal operation.
    • The only thing that stood out in the log files was an excessive number of FTP connections.
    • Monitoring changed from 15min to 1min intervals.
    • Hardware and temprature has been tested and appears ok.
    • We will continue to monitor the server closely for the next few days to make sure that another problem does not exist that is being masked.

    Update at 17:00 AEST:

    We have since discovered the cause of the problem was a customers script.  We are in the process of investigating this further to avoid this from happening in the future.  Thankyou for your patience.

    Upate at 18.25 AEST:

    We have isolated the problem to JoomPack adon for Joomla CMS and are investigating the problem and a suitable solution when we understand the problem further.

    Thank you,
    Admin Staff

  • Date - 22/04/2010 15:16 - 24/04/2010 10:35
  • Last Updated - 22/04/2010 18:27
JoomPack installations and backups. (Resolved)
  • Priority - Critical
  • For users of JoomPack backup solution for Joomla CMS.

    There has been discovered a problem in some JoomPack installations that causes our Earth server to have resource problems.

    If you notice either of the following problem when running JoomPack to backup or restore:

    • JoomPack returns an error of failing.
    • JoomPack fails to respond after 10-15seconds.
    • JoomPack reports a resource probem.

    Followed by the folowing symptom:

    • Your website fails to respond.
    • Your website runs slowly.
    • Your website reports errors.

    We ask that if you use this scipt to continue to do so but be aware that if the above problem appears to happen that contacting us imediately is the best action to take.$

    AND by NO means ever run JoomPack again if it has failed and the symptoms appear as this escalates the problem.

    When we evaluate what part of the script is causing the problem and understand how it is affecting our server as much as it is we will update this notice.

    Not all joompack's are affected by this bug.

    Thankyou,
    Admin Staff

  • Date - 22/04/2010 18:12 - 24/04/2010 10:35
  • Last Updated - 22/04/2010 18:26
DNS server issue resolved. (Resolved)
  • Priority - Critical
  • DNS server was not delivering requests for some clients domains.

    DNS service was restarted which solved the problem.

    Thanks,
    Admin Staff

  • Date - 22/04/2010 15:40 - 22/04/2010 16:58
  • Last Updated - 22/04/2010 15:41
Upgrade of Apache and PHP (Resolved)
  • Priority - High
  • Affecting System - Earth, Moon and Venus Servers.
  • We will be upgrading the Apache and MySQL on Earth, Moon and Venus servers over the next 2 days. 

    We do not expect there to be any outage and hope the upgrade happens smoothly.

    Thankyou,
    Admin Staff

     

  • Date - 20/03/2010 00:00 - 27/03/2010 01:39
  • Last Updated - 26/03/2010 22:52
Account upgrade. (Resolved)
  • Priority - Critical
  • We are upgrading our account software today.

    There will be a minor outage for the billing software.

    Thankyou.
    Admin Staff

     

  • Date - 25/03/2010 14:36 - 26/03/2010 22:51
  • Last Updated - 25/03/2010 14:37
Uplink provider investigating link issues. (Resolved)
  • Priority - Medium
  • Affecting Other - Uplink providers are investigating.
  • We have receieved limited news about the link that was congested between Telstra and Vocus networks.

    Because of the legal implications but in a nutshell it appears that hackers / annoyances have at times congested the link between a network we are on linking our network to Telstra's network.

    This is still an ongoing issue and we look forward the link between the various operators to be stable again as soon as possible.

    Thankyou for your patience.

    Still notify support of any outage so that we may investigate the situation.

  • Date - 08/03/2010 00:00 - 19/03/2010 22:41
  • Last Updated - 11/03/2010 14:16
Problem with the LiveHelp (Resolved)
  • Priority - Low
  • Affecting System - Live Help Support
  • Fixed a bug we encounted whilst upgrading the Live Support Chat service.

    All restored to normal.

    Thanks,
    Admin Staff

  • Date - 11/03/2010 14:04
  • Last Updated - 11/03/2010 14:05
Upgrade notice for domain name editor. (Resolved)
  • Priority - High
  • We would like to let clients know that a software upgrade is planned for 11-Mar-2010 at 10PM AEST through to 12-Mar-2010 at 8AM AEST.

    During this time, updating DNS records, contact information, transfer of domains, renewals and purchases will be unavailable.

    Thankyou,
    Direct Support Staff

     

  • Date - 11/03/2010 00:00 - 26/03/2010 22:52
  • Last Updated - 11/03/2010 10:29
Vocus problem causes havoc to some users. (Resolved)
  • Priority - Low
  • Affecting Other - One ISP pipe from Melbourne.
  • Last night there was a problem with a company who provides internet access to some ISP's in Australia for connections between capital cities.

    Even though we were not affected directly, some customers had trouble accessing their website and the server would appear to have been down.

     

  • Date - 05/03/2010 09:29
  • Last Updated - 05/03/2010 09:33
DNS not responding. (Resolved)
  • Priority - Critical
  • We are aware of the issue regarding DNS not responding and are investigating this problem.

    Thankyou for your patience.

    -----------

    The solution was to restart the DNS server and domains are now responding correctly.

     

  • Date - 08/02/2010 12:00 - 08/02/2010 12:16
  • Last Updated - 08/02/2010 12:16
Earth Server performance issue. (Resolved)
  • Priority - High
  • Our Earth server is experiencing a performance problem.

    We are in the process of moving the contents of current Earth server to our new Earth server for testing and we appologise for any inconvenience caused.

    We thank you for your patience and server performance will go back to normal soon. 

    Thankyou.
    Admin Staff

     

  • Date - 27/01/2010 14:26 - 14/02/2010 17:34
  • Last Updated - 27/01/2010 14:29
Hardware upgrade planned. (Resolved)
  • Priority - High
  • A hardware upgrade is planned for Earth server.

    This is to resolve reliability issues to do with high volume access to storage and database applications.

    We have been advised that it will take atleast one more week before this will be resolved and thank our clients for their patience during this time.

    Thankyou.
    Admin Staff

     

  • Date - 14/01/2010 22:01 - 14/02/2010 17:34
  • Last Updated - 14/01/2010 22:04
Updates on Earth server. (Resolved)
  • Priority - High
  • We are in the process of adding some extra functions to support some newer clients applications, these updates should not cause a problem to any sites currently hosted but if you spot a change please notify us immediately.

    Thank you,
    Admin

     

  • Date - 07/10/2009 18:00 - 07/10/2009 18:04
  • Last Updated - 07/10/2009 18:01
Reboot Earth Server (Resolved)
  • Priority - High
  • We need to reboot Earth server so it will be offline for about 10-15mins whilst it reboots we would normally wait to do this through the night but need to correct our server licence problem.

    Thankyou for your patience.
    Admin Staff

  • Date - 02/09/2009 15:01 - 02/09/2009 16:19
  • Last Updated - 02/09/2009 15:03
cPanel problem with licence (Resolved)
  • Priority - High
  • There seems to be a problem with our licence for cPanel since recovering from our outage this morning.

    We are working on a solution at the moment.

    Thankyou for your patience today has been a hectic day.
    Admin Staff.

     

  • Date - 02/09/2009 14:58 - 02/09/2009 16:19
  • Last Updated - 02/09/2009 14:59
Earth server brief downtime. (Resolved)
  • Priority - Critical
  • Down: 8.33am
    Up: 10.12am
    Status: Problem was isolated and resolved.
    Normal service has been resolved.

    Thankyou for your patience.
    Admin Staff

     

  • Date - 02/09/2009 00:00 - 02/09/2009 10:12
  • Last Updated - 02/09/2009 10:37