Date and time: first reports of intermittent errors came in at 19:00 AEDT 24th January 2012. Problem was temporarily resolved, however reappeared overnight. Problem permanently resolved by 11:48 AEDT 25th January

Service affected: Websites using the Zeus infrastructure in Cloud hosting product suite.

Impact: Errors varied from “400 Bad Request” to displaying PHP code in plaintext intermittently, whenever visitors would attempt to load the website via the affected node. This was caused by a malfunctioning server in the Zeus cluster, which had not dropped from the cluster automatically as per configuration.

We have taken the affected node out of the cluster and we are investigating and applying fixes to the server configuration prior re-enabling it. TheConsole automation for Zeus services is currently disabled for 1 hour to accommodate the updates required and prevent inconsistencies in installation. Meanwhile, customers should no longer experience any errors on their PHP scripts on the websites.

We apologise for any inconvenience caused by this issue and we expect that this will not recur with the modifications to the configuration of those servers in the cluster.

Vendor maintenance commences, disabling merchant transactions for NAB Quest customers for approx 90 mins throughout the next 4 hr period. Expected completion time : 6:30am AEDT

Original notice:

Netregistry Customer Service would like to advise of an upcoming vendor system maintenance which will impact Payment Gateway subscribers utilising National Australia Bank (Quest) merchant facilities. Throughout a 4 hour maintenance in the early hours of Sunday morning, customers will experience a 90 minute outage for their merchant interfaces.

Maintenance Details

Date & Time: Sunday 22nd January 2012 from 02:30am to 06:30am AEDT

Outage window: Intermittent outage of up to 90 minutes, throughout the maintenance period

Service affected: Payment Gateway Quest interface only (National Australia Bank)

Impact: During the 90 minute outage window, attempted transactions will intermittently fail with a Timeout response and be therefore declined.

We apologise for any inconvenience caused by this vendor outage in the specified timeframe.

VPS web and admin services have resumed for 90% of customers as at 2:40am, with the rest expecting to be completed by 3am. Customers should expect full access restored to their servers by 3:30am.

UPDATE: 21:05 AEDT 21st January 2012

Maintenance commenced as scheduled. All associated services are down.

Original Notice:

Netregistry Technical Services team would like to advise of an upcoming server maintenance which will take place on the 21st January 2012. Customers utilising the VPS product range at Netregistry will experience up to 5 hour long outage for their servers throughout the period specified.

This maintenance will include a relocation of power distribution units, changes to network topology as well as replacement of critical network infrastructure.

Maintenance details:

Date & Time: 21:00 Saturday 21st January – 02:00 Sunday 22nd January 2012 AEDT (GMT+1100)

Services affected: Network access to Virtual Private Servers, including all Web/email services running on the VPS machines. This means any services resolving to VPS IPs will be down throughout the maintenance period.

Impact: “Timeout” errors for websites and email software attempting to retrieve mail from VPS IP addresses. No access via FTP/SSH. Emails sent to recipients on VPS will be queued at the senders servers until services resume operation, however some mail loss may occur.

We apologise for any inconvenience this maintenance may cause you or your visitors.

All cPanel services have been restored following maintenance. Please expect a short delay in mail queue completing it’s tasks, otherwise please contact us if any problems persist.

UPDATE: 21:05 AEDT 21st January 2012

Maintenance commenced as scheduled. All associated services are down.

Original Notice:

Netregistry Technical Services team would like to advise of an upcoming cPanel hosting server maintenance which will take place on the 21st January 2012. Legacy MD WebHosting customers utilising cPanel as their hosting platform will experience up to 5 hour long outage for their cPanel based web or email services throughout the period specified.

This maintenance will include a relocation of power distribution units, changes to network topology as well as replacement of critical network infrastructure.

Maintenance details:

Date & Time: 21:00 Saturday 21st January – 02:00 Sunday 22nd January 2012 AEDT (GMT+1100)

Services affected: Web and Email hosting services delegated to cPanel hosting (*.websiteactive.com) infrastructure. i.e. websites and email services resolving to the following IP addresses:

• excalibur.websiteactive.com – 202.191.61.49
• saturn.websiteactive.com – 202.191.62.114
• lunar.websiteactive.com – 202.191.62.71
• tardis.websiteactive.com – 202.191.61.240
• solar.websiteactive.com – 202.191.62.103
  
• hubble.websiteactive.com – 202.191.61.93
  
• mars.websiteactive.com –  202.191.62.202
  
• pandora.websiteactive.com - 202.191.62.122
• epsilon.websiteactive.com – 202.191.62.128
  
• icarus.websiteactive.com – 202.191.61.190
  
• nebula.websiteactive.com – 202.191.61.176
  
• polaris.websiteactive.com – 202.191.61.38
• sigma.websiteactive.com – 202.191.61.156
  
• ufo / pluto.websiteactive.com – 202.191.61.234
  
• orion.websiteactive.com – 202.191.61.82
  
• proteus.websiteactive.com – 202.191.62.230
• sirius.websiteactive.com – 202.191.61.136
• universe.websiteactive.com – 202.191.61.27
  
• aurora.websiteactive.com – 202.191.61.112
  
• atlas.websiteactive.com – 202.191.61.71
• io.websiteactive.com - 202.191.62.63
  
• fusion.websiteactive.com – 202.191.62.39
  
• koala.websiteactive.com – 202.191.62.252
  
• md-cpanel02.websiteactive.com – 180.235.128.11
• osiris.websiteactive.com – 202.191.61.101
  
• proton.websiteactive.com – 202.191.62.87
  
• uranus.websiteactive.com – 202.191.61.100
  
• babylon.websiteactive.com – 202.191.62.16
• gamma.websiteactive.com – 202.191.61.166
  
• krypton.websiteactive.com – 202.191.61.5
  
• md-cpanel03.websiteactive.com -  180.235.128.12
  
• sputnik.websiteactive.com - 202.191.61.116
• venus.websiteactive.com – 202.191.62.240
  
• defcon.websiteactive.com – 202.191.62.194
  
• gasgiant.websiteactive.com – 202.191.62.47
  
• md-core01.websiteactive.com – 202.191.61.150
• md-cpanel04.websiteactive.com – 180.235.128.13
  
• phobos.websiteactive.com – 202.191.61.107
  
• quasar.websiteactive.com – 202.191.61.215
  
• sun.websiteactive.com – 202.191.61.60
• platypus.websiteactive.com – 202.191.62.200
  
• titan.websiteactive.com – 202.191.61.122
• phoenix.websiteactive.com – 202.191.62.138
  
• rigel.websiteactive.com – 202.191.62.234
  
• magellan.websiteactive.com – 202.191.61.201
  
• milkyway.websiteactive.com – 202.191.61.120
• xanthus.websiteactive.com – 202.191.62.210
  
• earth.websiteactive.com – 202.191.62.215
  
• hercules.websiteactive.com – 202.191.62.55
  
• mercury.websiteactive.com – 202.191.61.182

Impact: “Timeout” errors for websites and email software attempting to retrieve mail. Email will continue to arrive to mailboxes, however customers will not be able to connect to retrieve or send new messages throughout the duration of the maintenance. No loss of mail will occur.

We apologise for any inconvenience this maintenance may cause you or your visitors.

Plesk services will be restored by approximately 3:00 AEDT for all service users. Please expect a short delay in mail queue completing it’s tasks, otherwise please contact us if any problems persist.

UPDATE: 21:05 AEDT 21st January 2012

Maintenance commenced as scheduled. All associated services are down.

Original Notice:

Netregistry Technical Services team would like to advise of an upcoming Plesk hosting server maintenance which will take place on the 21st January 2012. Legacy Click ‘n Go! customers utilising Plesk as their hosting platform will experience up to 5 hour long outage for their Plesk based web or email services throughout the period specified.

This maintenance will include a relocation of power distribution units, changes to network topology as well as replacement of critical network infrastructure.

Maintenance details:

Date & Time: 21:00 Saturday 21st January – 02:00 Sunday 22nd January 2012 AEDT (GMT+1100)

Services affected: Web and Email hosting services delegated to Plesk hosting infrastructure. i.e. websites and email services resolving to the following IP addresses:

• Plesk1 – 114.31.74.7
• Plesk2 – 114.31.74.33
• Plesk3 – 114.31.74.40
• Tornado – 114.31.74.60
• Volcano – 114.31.73.20 (Windows)
• Whirlwind – 114.31.74.170
• Storm – 114.31.74.120
• Lahar – 114.31.79.20 (Windows)
• Torrent – 114.31.74.200

Impact: “Timeout” errors for websites and email software attempting to retrieve mail. Email will continue to arrive to mailboxes, however customers will not be able to connect to retrieve or send new messages throughout the duration of the maintenance. No loss of mail will occur.

We apologise for any inconvenience this maintenance may cause you or your visitors.

The issue lasted approximately 2 hrs from 10:20am AEDT until 12:30pm AEDT 18th January 2012 (GMT +1100).

We were unable to get acknowledgement of problems on Telstras end, and Telstra advised us to request customers to contact them directly. Unfortunately those who took that advice were then promptly notified by Telstra Support that Netregistry is experiencing server outages. This is not the case, as all other customers of Netregistry did not experience problems with connections.

At this stage, we are actively monitoring connectivity from a NSW Telstra connection to report any further information to Telstra to find the cause of the issue.

We apologise in advance if a recurrence of this issue takes place, and we hope to resolve this issue with Telstra permanently when further information becomes available.

Phone system back online, failover disabled.

UPDATE: 16:50 AEDT 18th January 2012

The Phone System maintenance has been extended until tomorrow morning, the 19th January 2012, and the Failover phone system will be in use until that time.

We apologise for any inconvenience this causes our customers as the Queue Position announcements do not exist on the Failover. Please contact us by email whenever possible for the moment.

An update will be posted to confirm completion of the maintenance.

Original Notice:

Netregistry Customer Service team would like to advise of an upcoming Phone System upgrade which will take place in our Call Centre over 17th and 18th January 2012. During this maintenance window, we will switch to our fail-over phone system at which time customers calling our office may experience interruptions during their phone calls.

Maintenance details (all times in AEDT GMT+1100)

Date and time: from 9am, Tuesday 17th January to 5:30pm, Wednesday 18th January 2012

Impact: Customers calling the Netregistry call centre numbers may experience interruptions during their calls. Calls may drop during hold or throughout your conversation with our staff members.

We apologise in advance for any problems during your phone contact with us over the maintenance window, and we encourage customers to email us to prevent any frustrations therefore.

Services affected: No subscription services are affected by this upgrade.

Maintenance details:

Date: Thursday 5th January 2012
Time: 04:00 – 06:00 AEDT (GMT +1100)
Duration: 2 hours

Services affected:

• Legacy MD Webhosting Helm Servers (atlantic.directserverlink.com, titanic.directserverlink.com & iceberg.directserverlink.com)
• Active Directory Servers (iis-ad.netergistry.net, iis-ad-1.netregistry.net & iis-ad-2.netregistry.net)
• MSSQL 2000 /  2005  / 2008 Servers (mssql-2.netregistry.net & mssql-3.netregistry.net)
• Frontpage server (frontpage-1.netregistry.net)
• ASP.Net State Server (asp-ss.netregistry.net)

We thank you for your patience as we complete this essential maintenance.

Schedule and staffing

All times in AEDT GMT +1100

24th December 2011: Open until 11pm
25th December 2011: Closed
26th December 2011: Open from 9am (reduced staff)
27th December 2011: Open 24 hours (reduced staff)
28th December 2011: Normal operations
29th December 2011: Normal operations
30th December 2011: Open 24 hours (reduced staff)
31st December 2011: Open until 11pm (reduced staff)
1st January 2012: Closed
2nd January 2012: Open from 9am (reduced staff)
3rd January 2012: Back to normal operations

Please be aware: “Reduced staff” dates will be operated solely by the Technical Support team, including email support. Complex Accounting queries and/or Account split requests may only be escalated during this time via a Ticket enquiry.

Emergency Contact for Closed Days

We continue to maintain your services throughout our closed days. If you have an emergency during the Closed days listed above, please use the following emergency contact email address:

emergency@netregistrygroup.com.au

Emails incoming to this address will be reviewed on the 25th December and the 1st January only. Please be aware, only emergencies will be reviewed during the specified dates (i.e. service outages). All other queries sent to this address during the closed days will be moved to relevant departments for processing when Netregistry reopens. Any emails sent to the address outside of the Closed dates will not be reviewed.

Netregistry Customer Service and Technical Support team wishes our customers a very Merry Christmas and a prosperous New Year, and we look forward to speaking with you in the new year!

All servers affected were restarted and disk checks completed to ensure consistency of data. A full incident report will be issued once the technical services team have identified and gathered all data in relation to the cause of the outage.