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Sitello System Status

Welcome to our system status page. This page is updated with any planned maintenance or current system issues.
Please check this page first before reporting an issue. If you like, please bookmark this link in case of an outage.

Old Platform

Shareddb2 potential issue.

Feb 15, 21:37 GMT
Resolved - This incident has been resolved.

Feb 15, 20:45 GMT
Investigating - We're aware of an issue with Shareddb2. We're working on it. Thanks for your patience.

web197, web198, web199, web200 - Database Connectivity issues

Jan 29, 18:23 GMT
Resolved - This has now been resolved.

Jan 29, 17:45 GMT
Investigating - We are experiencing database connectivity issues, sites may be offline with error message of "Error establishing a database connection"

We are aware of this and hope to have this resolved shortly, we apologise for any inconvenience caused.

Kvmhost21 Connectivity Issues

Jan 31, 16:17 GMT
Monitoring - We are happy to report that we have completed the restoration of Kvmhost21. Our engineers are continuing to work on the restoration of Kvmhost69 as quickly as possible. Customers can expect a further update within 1 hour.

Jan 31, 13:09 GMT
Update - Restorations are in the final stages now, only a small number of images are left to be restored.

Some users may notice that their servers are back up, but in a read-only state. We would advise you power the server off, and then boot into recovery mode and run a file-system check. If you're unsure on how to do this, or if you have issues connecting to your server following this incident, please contact our support teams.

Jan 31, 08:15 GMT
Update - The restoration is making very good progress now, there are five server images left currently restoring.

Jan 31, 02:10 GMT
Update - The restoration work is still ongoing, we apologise for any inconvenience caused.

Jan 30, 20:02 GMT
Update - The restoration work is still ongoing, we apologise for any inconvenience caused.

Jan 30, 15:36 GMT
Update - Update - 2018-01-30 15:30
The restoration work is still ongoing, we apologise for any inconvenience caused.

Jan 30, 08:09 GMT
Update - The restoration work is still in progress and it is unfortunately hard to give any 'ETA' at present, but we are doing all we can to speed up the progress.

Jan 29, 22:37 GMT
Update - The state of this kvmhost is similar to that of kvmhost69, as such we have had to begin restorations from our carefully taken backup servers in order to bring these services back online in the most time efficient manner. these restorations are currently in progress, and servers on this host should start to come back online automatically once restored.

Jan 29, 15:36 GMT
Identified - We have identified a disk failure on this KVMhost, which has placed the file-system in a read-only state. All servers on this host will now be in a shut-off state until we're able to rectify this.

We will provide further updates on this issue as soon as possible.

Jan 29, 12:07 GMT
Investigating - Kvmhost21 is currently experiencing connectivity issues, affecting a small number of VPS's. Some servers may show as shut down, and will not boot.

This is currently being investigated by our system administration team. We will provide more updates as soon as possible.

Kvmhost69 Hardware Failure

Jan 31, 20:10 GMT
Monitoring - We are happy to report that all restorations have been completed on Kvmhost69. Please contact our support team if you are unable to connect to your server.

Jan 31, 13:10 GMT
Update - We are roughly half way through the restorations for this KVMhost. The remaining servers left to be restored are expected to be complete in the next 24-48 hours.

Some users may notice that their servers are back up, but in a read-only state. We would advise you power the server off, and then boot into recovery mode and run a file-system check. If you're unsure on how to do this, or if you have issues connecting to your server following this incident, please contact our support teams.

Jan 31, 08:13 GMT
Update - Good progress is being made in the restorations now, and with some of the larger server images restored we're hoping the process will now speed up.

Jan 31, 02:09 GMT
Update - The restoration work is still ongoing, we apologise for any inconvenience caused.

Jan 30, 20:02 GMT
Update - The restoration work is still ongoing, we apologise for any inconvenience caused.

Jan 30, 15:30 GMT
Update - The restoration work is still ongoing, we apologise for any inconvenience caused.

Jan 30, 08:08 GMT
Update - The restoration work is still in progress and it is unfortunately hard to give any 'ETA' at present, but we are doing all we can to speed up the progress.

Jan 29, 21:57 GMT
Update - The recovery process is still underway, however the restoration speed has slowed down due to the amount of data activity on the backup server network, as a result the estimated completion time is no in accurate, we are however doing our best to get the affected services back online as soon as possible. We will update this page with the latest once we have any further information.

Jan 29, 16:54 GMT
Update - The recovery process is still continuing, and we cannot offer a firm time-line however we're currently estimating around 24-48 hours for this process to complete. However, this time-frame is subject to change, and we will update this status page once we have any further information, or any updates to the time-line.

Jan 29, 09:41 GMT
Update - The first few machines have been brought back online now, progress continues with the rest. At the moment restoration speeds are too variable to give a timeline for 100% completion.

Jan 29, 06:34 GMT
Update - The backup restore is still running and may take some time to complete. It is hard to give an estimate at this time, but we will the situation in full when our senior system administrators are in the office.

Jan 28, 17:02 GMT
Update - The kvmhost is currently back online, backups are in the process of being restored as such customers should see each individual servers coming back online automatically after they've been restored.

Should you encounter any problems with the restored servers i.e failing to boot up, or issues with services starting up, please contact our support team with a detailed respond stating the issue so that we can provide some assistance.

We thank you all for your continued patience.

Jan 28, 13:22 GMT
Update - Unfortunately it was not possible to recovery from the hardware failure without data loss, due to there being more than 2 failed disks in the raid array we suffered minor data loss on this host.

As a result we've had to make the decision to restore the affected servers (virtual servers) from our carefully taken disaster recovery backups, this restoration is currently being prepared and will shortly begin, the affected virtual servers will come back online after the restoration has completed.

Additionally, customers may notice a slight roll-back in the restored data, as the backups being restored from can range from 1 - 7 days old, dependant on the virtual server in question.

Once again, we do apologise for the inconvenience, and we hope to have this service back online as soon as possible.

Jan 28, 10:29 GMT
Update - Update: 2018-01-28 10:27
The failed disks in the array have been swapped out with new ones, we are currently int he process of rebuilding the new disks before adding them into the array. We apologise for the inconvenience.

Jan 28, 09:31 GMT
Identified - kvmhost69 has suffered a disk failure, of which has forced the file-system to mount in read-only mode, we are currently investigating this issue and do expect to have this back to normal operation as soon as possible.

Servers on this host are currently in a shut-off state whilst we replace the failed drives in the Raid-10 array.

We apologise for the inconvenience caused.

kvmhost205 kvmhost206 kvmhost207 kvmhost221 kvmhost222 kvmhost223 kvmhost235 kvmhost236 kvmhost237 kvmhost239 maintenance

Jan 27, 23:05 GMT
Completed - All KVM hosts due for restarting this evening have successfully been restarted.

The scheduled maintenance has been completed.

Jan 27, 22:38 GMT
Update - All KVM Hosts apart from kvmhost207 have successfully been restarted.

Jan 27, 21:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jan 25, 14:23 GMT
Scheduled - Starting at 21:00pm (UK time) we will be rebooting the above kvmhosts to apply essential updates.

Guests will be shut down gracefully beforehand.

We expect the work to take no longer than an hour and a half.

Packet Loss on load balancer

Jan 27, 09:40 GMT
Resolved - This incident has been resolved.

Jan 27, 09:15 GMT
Identified - We are currently seeing packet loss on the primary load balancer for a few webserver clusters, our system administration team are currently actively looking into this issue and we expect to have it resolved as soon as possible.

Affected servers may intermittently fail to load any websites hosted on them. We do apologise for the inconvenience.

Affected Webservers:
web165
web166
web167
web168
web170
web171
web172
web173
web175
web176
web177
web178
web180
web181
web182
web183
web224
web225
web226
web227
web229
web230
web231
web232

kvmhost137 kvmhost159 kvmhost164 kvmhost165 kvmhost166 kvmhost175 kvmhost176 kvmhost177 kvmhost178 kvmhost204 maintenance

Jan 26, 22:18 GMT
Completed - The scheduled maintenance has been completed.

Jan 26, 21:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jan 25, 14:22 GMT
Scheduled - Starting at 21:00pm (UK time) we will be rebooting the above kvmhosts to apply essential updates.

Guests will be shut down gracefully beforehand.

We expect the work to take no longer than an hour and a half.

kvmhost104 kvmhost105 kvmhost106 kvmhost128 kvmhost129 kvmhost130 kvmhost131 kvmhost134 kvmhost135 kvmhost136 maintenance

Jan 25, 23:44 GMT
Completed - The scheduled maintenance has been completed.

Jan 25, 21:01 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jan 25, 14:16 GMT
Scheduled - Starting at 21:00pm (UK time) we will be rebooting the above kvmhosts to apply essential updates.

Guests will be shut down gracefully beforehand.

We expect the work to take no longer than an hour.

Shared Hosting Security Updates

Jan 24, 17:55 GMT
Completed - This has been completed.

Jan 5, 16:30 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jan 5, 16:27 GMT
Scheduled - We will be performing essential security updates to our shared hosting platform. There may be brief disruptions to service as the updates are applied.

kvmhost40 kvmhost41 kvmhost42 maintenance

Jan 21, 22:31 GMT
Completed - The scheduled maintenance has been completed.

Jan 21, 21:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jan 16, 17:17 GMT
Scheduled - Starting at 21:00pm (UK time) we will be rebooting the above kvmhosts to apply essential updates.

Guests will be shut down gracefully beforehand.

We expect the work to take no longer than an hour.

kvmhost35 kvmhost36 kvmhost37 kvmhost38 kvmhost39 maintenance

Jan 20, 21:48 GMT
Completed - The scheduled maintenance has been completed.

Jan 20, 21:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jan 16, 17:17 GMT
Scheduled - Starting at 21:00pm (UK time) we will be rebooting the above kvmhosts to apply essential updates.

Guests will be shut down gracefully beforehand.

We expect the work to take no longer than an hour.

kvmhost10 kvmhost11 kvmhost20 kvmhost21 kvmhost27 maintenance

Jan 19, 23:25 GMT
Completed - The scheduled maintenance has been completed.

Jan 19, 21:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jan 16, 17:16 GMT
Scheduled - Starting at 21:00pm (UK time) we will be rebooting the above kvmhosts to apply essential updates.

Guests will be shut down gracefully beforehand.

We expect the work to take no longer than an hour.

kvmhost0 kvmhost1 kvmhost2 kvmhost3 kvmhost4 kvmhost5 kvmhost6 kvmhost7 maintenance

Jan 18, 22:58 GMT
Completed - The scheduled maintenance has been completed.

Jan 18, 21:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jan 16, 17:15 GMT
Scheduled - Starting at 21:00pm (UK time) we will be rebooting the above kvmhosts to apply essential updates.

Guests will be shut down gracefully beforehand.

We expect the work to take no longer than an hour.

Windows Shared Hosting Maintenance

Jan 15, 22:30 GMT
Completed - The scheduled maintenance has been completed.

Jan 15, 22:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jan 15, 11:11 GMT
Scheduled - At 22:00pm (UK time) we will be performing routine maintenance on the Shared Windows environment. During this maintenance servers will be rebooted

Connectivity issues with VPS/Hybrid + Premium hosting platform - servers currently unreachable

Jan 15, 12:02 GMT
Resolved - This issue has now been marked as resolved.

Jan 15, 10:49 GMT
Monitoring - Connectivity looks to have been restored following work by our networks team. We are continuing to monitor this issue for further impact, but functionality looks to have returned to all affected services.

Jan 15, 10:49 GMT
Update - We are finding that this issue is also affecting Premium Hosting, and this is also continuing to be investigated.

Jan 15, 10:37 GMT
Investigating - We are currently experiencing networking problems which may result in VPS platform not showing as accessible and services becoming unreachable.
Network engineers are currently working to resolve this, and connectivity should return once we've located and resolved the problem.

web100, web101, web102, web103 intermittent connection issues

Jan 12, 10:34 GMT
Resolved - All normal operations have been resumed.

Jan 12, 10:16 GMT
Investigating - Customers may be seeing abnormal behaviour on these servers regarding intermittent connections and are investigating the causes.
We expect to have them back to normal operation soon, and apologise for any inconvenience caused.

Premium hosting connectivty

Jan 11, 00:08 GMT
Resolved - This incident has been resolved.

Jan 10, 16:27 GMT
Investigating - We are currently seeing abnormal behaviour on the Premium hosting platform and are investigating the causes.

We are working to return functionality to this service and we will update this once we have any further information.

Connectivity issues with premium hosting - abnormal server performance abnormal servers behaviour

Jan 10, 14:25 GMT
Resolved - This has now been resolved.

Jan 10, 12:05 GMT
Investigating - We are currently seeing abnormal behaviour on the Premium hosting platform and are investigating the causes.

We are working to return functionality to this service and we will update this once we have any further information.

We expect to have them back to normal operation soon, and apologise for any inconvenience caused.

Registry connectivity

Jan 10, 09:04 GMT
Resolved - This has been resolved.

Jan 8, 23:01 GMT
Investigating - There is currently a problem affecting the registration and management of domain names, we are investigating this and we apologise for any inconvenience caused.

Data Centre Works

Jan 10, 03:37 GMT
Completed - The scheduled maintenance has been completed.

Jan 10, 02:53 GMT
Update - We may be seeing a similar issue again as before, but we believe it will only be temporary. Network engineers are looking into this currently, apologies for the inconvenience caused.

Jan 10, 02:42 GMT
Update - The previous issue was resolved shortly after the previous update, but we've been checking to make sure everything is working as expected and no occurrence of this again. Maintenance work is still ongoing but we don't anticipate any further disruption.

Jan 10, 00:26 GMT
Update - We are seeing some issues with websites timing out, we have determined this is related to the work being carried out currently and our senior network engineers are working to resolve the issue. We will of course update here with more information and progress.

Jan 9, 20:01 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jan 5, 13:50 GMT
Scheduled - On Tuesday 9th January we will be performing some major works within our Leeds Data Centre, where Heart Internet products and services are located. The specific area undergoing work houses a very small number of our dedicated servers.

The work will commence from 8pm, with invasive changes being made as late as possible, not expected before 10pm. The work will continue throughout the night and be fully completed by Wednesday morning at 6am.

Works involve adding further redundancy and routing capacity to the data centre, strengthening and growing our infrastructure for you as our customers. The potential impact is for only short periods of time and is limited strictly to a small part of our dedicated server platform.

All being well there will actually be no customer facing impact during this time. We are adding this status as a precaution for full openness with our customers. This message will be updated when works have completed.

Thank you for your patience and understanding during these essential works

Managed VPS Host Reboots

Jan 9, 21:30 GMT
Completed - This is now completed.

Jan 9, 21:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jan 9, 16:22 GMT
Scheduled - Guests will be powered down and hosts rebooted to apply important security updates.

Windows Shared Hosting Maintenance

Jan 4, 23:05 GMT
Completed - The scheduled maintenance has been completed.

Jan 4, 22:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jan 4, 14:53 GMT
Scheduled - At 22:00pm (UK time) we will be performing routine maintenance on the Shared Windows environment. During this maintenance servers will be rebooted

Registry connectivity

Dec 29, 12:53 GMT
Resolved - This incident has been resolved.

Dec 28, 11:12 GMT
Investigating - There's currently a problem affecting the registration and management of new UK domain names. Our administrators hope to have this resolved shortly.

Webmail connectivity issues

Dec 19, 09:02 GMT
Resolved - This incident has been resolved.

Dec 18, 14:38 GMT
Update - We are still investigating this as a matter of urgency, we apologise for any inconvenience caused.

Dec 18, 09:53 GMT
Investigating - We are currently seeing abnormal behaviour with customers connecting via the webmail facility and are investigating the causes.
We expect to have it back to normal operation soon, and apologise for any inconvenience caused.

Webmail connectivity issues

Dec 17, 16:53 GMT
Resolved - This incident has been resolved.

Dec 15, 10:01 GMT
Investigating - We are currently seeing abnormal behaviour on this server, and are investigating the causes. Customers may get delays accessing www.outitgoes.com, We expect to have it back to normal operation soon, and apologise for any inconvenience caused.

New Platform

Over the next few weeks, your Sitello services will be moving to a new platform. This will allow everyone to benefit from a more modern service with better performance.

Thumbs-up No problems reported.

At 2018-02-24, 10:12:29 GMT

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