Due to software updates on our servers, most Web hosting customers will experience about ten minutes of scheduled maintenance downtime between 11 PM and 1 AM Pacific time starting on one of the following nights, depending on which server your site is on:
- Friday, August 22 (servers beginning with letter “l-z”)
- Saturday, August 23 (servers beginning with letter “a-k”)
(The servers named “bender” and “lrrr” have already been upgraded, and those customers are not affected.)
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As you may know, we perform nightly backups of each Web hosting customer’s data, including your Web site, databases, log files, and any e-mail stored on our servers. Until recently, however, you usually needed to write to our support team if you wanted to get something restored.
We’re pleased to announce that we have recently made it easier for you to access your backups. Now you can easily browse through all the backups available for your site and retrieve any files using a simple FTP or SSH connection. In addition, our control panel lets you quickly see exactly which backup sets are available.
See our support page for full details.
We’ve updated the default version of Ruby on Rails on our servers to version 2.1.0.
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If you use the WordPress 2.5 blog software on your site, be sure to upgrade to WordPress 2.5.1 as soon as possible. The upgrade contains an important security fix. (We’ve updated our own blog, and it was painless.)
Although all WordPress users should upgrade right away, we’ve also added a security rule to our servers to try and protect our customers who haven’t yet upgraded. Other people may also find the security rule useful if they use mod_security on Apache Web servers. The rest of this post contains more technical details.
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A heads-up if you use Ruby on Rails: We’re going to be upgrading the default version on our servers to 2.0.2 soon. We want to give you plenty of notice, because when we tried upgrading some older test applications, they didn’t work without changes.
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As you probably know, we back up all of our servers every night. Our goal is to keep at least seven days of backups available, with additional older backups available where possible.
We’ve added a new page to our control panel showing the backups available for each account. To see it, just login to the control panel, then click Backups.
We make backups so that we can recover from unexpected occurrences such as data erasure or server failures. Of course, we also make the backups available to customers, because they can be a real life-saver when you need one. However, we want to remind customers that they should also make their own backups, especially if you need a different backup frequency or retention policy. Our Web page describing our backup system and policies has more details.
We’ve installed MySQL and PHP 5 security updates. Customers should not notice any changes; the updates just fix several security issues in PHP 5 and MySQL.
The updates were performed in such a way that new Web server connections were delayed during the 30 seconds or so that PHP and MySQL were unavailable on each server. That should mean that as far as scripts on your Web site were concerned, there was zero downtime.
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Between 9:52 and 11:06 PM Pacific time on January 10, a complete network failure at our primary data center caused an unscheduled outage that resulted in all services (all Web sites and e-mail) being unreachable from the Internet.
This problem has been resolved and all services are now available. We are waiting for a full report from the data center personnel so that we can determine the cause and ensure that it won’t recur.
We sincerely apologize to our customers who were affected by this. This kind of outage is not normal (it’s the longest outage we’ve experienced in more than four years), and we know it’s not acceptable to our customers who rely on our services. We’ll post a followup message with more details when they become available.
Update Friday 10 AM: As a clarification, we should also have originally mentioned that no e-mail is lost during this kind of outage: it’s delivered after the issue is resolved. While some messages were certainly delayed, they were all properly delivered afterward.
A customer pointed out that our servers didn’t have many “locales” installed. A “locale” is a set of rules that apply to a language, region or culture — things like the language’s words for “January” and “Monday”, the way that dates are displayed, and the currency symbol used.
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On the morning of December 25, a technical problem with our spam filters allowed more spam than usual for several hours. Customers may have seen a spike in spam arriving during that period.
We found and fixed the root cause of the problem, and it won’t occur again.
We apologize for any inconvenience this may have caused. We know that no one wanted more spam for Christmas!
