Current Issues

  • Server Issue – Alpha – 6th September 2017 – Resolved

    September 6, 2017

    8:00am – We have been experiencing ongoing stability issues with this server, and have been able to trace down the issue to a faulty disk controller in the server. This will require the server to be replaced. As the server is currently unreliable, we are beginning an emergency move of all accounts on the server to an alternate server (echo.professionalbydesign.com.au) that we have available. This account move should not create any website downtime, but may require clients to restart their email clients to pick up the new server once the move has been completed. We will keep this page updated with the status of the move.

    9:00am – We have begun the move of accounts across to the new server. This process will take a number of hours, and is being done in alphabetical account name order.

    11:00am – All accounts have been transferred. Please report any issues that you notice with your website or email accounts.

  • Server Issue – Alpha – 1st August 2017 – Resolved

    August 1, 2017

    3:00am – We are experiencing an issue with this server currently, and all services are unavailable. If your services are on this server, you will be unable to access email or websites. We apologise for the inconvenience. We have reported the issue to the data centre, and are awaiting resolution to the issue.

    7:00am – We are still awaiting resolution from the data centre for this issue, so the server remains unavailable at this point.

    8:00am – The server has been rebooted, and all websites and email should now be accessible. We’ll continue to monitor the server for the rest of the day to ensure there aren’t any ongoing issues. Our apologies for any inconvenience this has caused.

  • Server Issue – Alpha – 9th July 2017 – Resolved

    July 9, 2017

    4:40am – We are experiencing an issue with this server currently, and all services are unavailable. If your services are on this server, you will be unable to access email or websites. We apologise for the inconvenience. We have reported the issue to the data centre, and are awaiting resolution to the issue.

    8:00am – We are still awaiting resolution from the data centre for this issue, so the server remains unavailable at this point.

    8:25am – The server has been rebooted, and all websites and email should now be accessible. We’ll continue to monitor the server for the rest of the day to ensure there aren’t any ongoing issues. Our apologies for any inconvenience this has caused.

  • Server Issue – Bravo – 14th March 2017 – Resolved

    March 14, 2017

    6:45pm – We are experiencing an issue with this server currently, and all services are unavailable. If your services are on this server, you will be unable to access email or websites. We apologise for the inconvenience. We have reported the issue to the data centre, and are awaiting resolution to the issue.

    7:06pm – The data centre has reported the issue as network related, and is investigating the issue. As we get more information, we will keep this page updated. Our server is running, but is inaccessible at the moment.

    7:22pm – The data centre has resolved the issue temporarily to allow network connectivity again. We’re unsure at this point if there will be any further interruptions to service, so we will leave this issue open until we are sure. All services on bravo should now be accessible.

    21:55pm – The network appears stable now, so this issue is being closed. We will open a new issue if it reoccurs.

  • Server Issue – Bravo – 15th December 2016 – Resolved

    December 15, 2016

    3:00pm – We are experiencing an issue with this server currently, and all services are unavailable. If your services are on this server, you will be unable to access email or websites. We apologise for the inconvenience. The data centre has reported the issue and are currently working on it.

    3:35pm – The server has now been rebooted, and services are coming back online.

    We will keep this page updated.

  • Server Issue – Golf – 12th May 2016 – Resolved

    May 12, 2016

    11:50am – We are experiencing an issue with this server currently, and all services are unavailable. If your services are on this server, you will be unable to access email or websites. We apologise for the inconvenience. The data centre has reported the issue and are currently working on it.

    12:30pm – The server has now been rebooted, and services are coming back online.

    We will keep this page updated.

  • Server Issue – Alpha – 8th February 2016 – Resolved

    February 8, 2016

    9:30am – The server alpha is currently unavailable due to an issue in the datacentre hosting this server. We are awaiting resolution on this issue by the datacentre. All websites and email on this server are currently unavailable, we apologise for the inconvenience.

    We have received the following information from the datacentre:

    Investigating – Be advised our internal monitoring has indicated that the VPS Hypervisor ‘s654.au.crucialx.net’ is down or unavailable. As a result your VPS service that resides on this node may not be accessible or connectible.

    We are actively investigating and further updates will follow in the next 60 minutes.

    9:50am – The server has been restarted and all web and email services should now be available again.

  • Server Issue – Alpha & Golf – 1st January 2016 – Resolved

    January 1, 2016

    2:30pm – There appears to be some network issues affecting connectivity into our server golf.professionalbydesign.com.au – any client accounts located on that server will be having problems accessing their websites and emails whilst this issue is occurring. We’ve reported the issue to our upstream provider, and once we have more information to report, we’ll post it here.

    2:34pm – We have received the following update from our upsteam provider:

    Investigating – Be advised our network is currently experience issues.

    This is impacting connectivity to all services on our infrastructure.

    We are treating this issue as priority one and are actively investigating.

    Further updates will be provided in approx 60 minutes.
    Jan 1, 14:34 AEDT

    Note that as a result of this update, we have expanded the alert to include our other server located in the same data centre, alpha.professionalbydesign.com.au, which may be experiencing the same issues.

    3:15pm – Services appear to be back to normal now. We have received the following update from our upstream provider:

    Monitoring – A large attack has been detected on our network and technicians have taken action to stop it. We will continue to monitor closely and provide an update within 4 hours.
    Jan 1, 15:07 AEDT

    We will provide any further updates to this post as they are available.

     

  • Server Issue – Delta & Hotel – 11th December 2015 – Resolved

    December 11, 2015

    7:15pm – There appears to be a data centre issue affecting the servers that are located in one of our data centres – this affects the servers delta & hotel. All services on these servers are currently unavailable – this includes websites and emails.

    As soon as we have an update from the data centre on the issue and the likely time to resolve, we’ll post an update here. Our apologies for the disruption to service.

    7:30pm – Our service provider has posted the following update:

    Sydney Network partial outage
    Investigating – We are currently investigating this issue.
    Dec 11, 19:29 AEDT

    This indicates a network issue within the datacentre, rather than any issues with our servers. Once the issue is resolved, access to the servers should be restored. We’ll continue to post updates as we have them. Again, apologies for the inconvenience.

    8:20pm – All services are restored

    Tuesday 15th December 10:00am – We have discovered a related issue affecting the hotel server only, when the server was restarted, the IP address associated with outgoing email wasn’t associated correctly. This means that outgoing email since Friday night has been queued for delivery. This has now been rectified, and all queued mail has been delivered. We have taken steps to ensure this cannot happen again.

  • Server Issue – Charlie – 5th May 2015 – Resolved

    May 5, 2015

    4pm – One of our servers CHARLIE requires a reboot which will result in services (email & websites) being unavailable for approximately 15 minutes. We apologise for the inconvenience.

    4:15pm – All services are back to normal.

  • Severe Storm Activity – Hunter Valley – 20-23 April 2015 – Resolved

    April 21, 2015

    Due to the severe storm activity in the Hunter Valley area over the period 20-23 April 2015, Guy Designs does not have reliable access to power or internet currently. Please allow additional time for replies to your queries or support requests. We appreciate your undertanding during this time.

    All servers are running as normal during this period as the data centres are located in Sydney, however our ability to monitor the servers and make repairs is impaired. We will endevour to make our best effort during this period to minimise any inconvenience to clients.

    UPDATE – All services are back to normal. We thank our clients for their understanding during this difficult time.

  • Server Issue – Bravo – 10th April 2015 – Complete

    April 10, 2015

    7:00am – There is an issue which requires a server reboot. This is now taking place, and will result in unavailability of website services including email and websites for a short period.

    7:30am – Services should now be back to normal – we apologise for the inconvenience.

  • Server Issue – Bravo – 27 March 2015 – Complete

    March 27, 2015

    7:30am – We are experiencing some issues with our server Bravo, and all services on this server are currently affected. We are attempting to rectify the issue and will have another update shortly.

    8:30am – Services should now be back to normal. The issue was caused by high input/output usage on the main disk system which has now been rectified. We apologise for the inconvenience caused to customers.

  • Server Issue – Bravo – 13th March 2015 – Complete

    March 13, 2015

    1:35pm – An unexpected issue caused a time-out error for the Bravo server.  It has been re-started and performing as normal.

    We are continuing to monitor it closely.  We apologise for any inconvenience.

  • Server Issue – Alpha – 6th February 2015 – Complete

    February 6, 2015

    05:30am – Due to a failed update script for some of the server software, the MySQL database stopped at approximately 2am and did not restart. We have now restarted the database, which has restored all website services affected. We apologise for the inconvenience.

  • Server Issue – Bravo – 25th January 2015 – Complete

    January 25, 2015

    17:30 – We have an issue with services on the server Bravo at the moment, we are restarting services to resolve this issue. Web services and email are currently affected.
    17:50 – Services have been restarted and should now be back to normal. We are monitoring the server to ensure there are no ongoing issues.

  • Scheduled Maintenance – Delta – 6th January 2015 – Complete

    January 6, 2015

    We are migrating all accounts on delta.professionalbydesign.com.au to a new server called foxtrot.professionalbydesign.com.au today. This will cause minimal disruption to any accounts being moved, with downtime of less than 10 minutes, and with email clients needing to be restarted after the move.

  • Server issue – alpha – 15th Nov 2014 – Complete

    November 15, 2014

    5pm – we have an issue on alpha server sffecting all services. Technicians in the data centre are working on the issue and when we have more information we will update this page

     

    6:30pm the server is back online. We apologise for the inconvenience.

  • Scheduled Maintenance – Alpha – 13th Nov 2014 – Complete

    November 13, 2014

    10:40PM – As notified to customers today, scheduled maintenance is being performed by our data center provider on our server Alpha for a period of up to one hour at the moment. All web sites and email are unavailable during this period. We will keep this page up to date with any status change.

    11:30PM – The server is now back online however there is an issue with the filesystem being mounted read only. We’re working with the data centre provider to resolve the issue and will provide an update here ASAP

    11:55PM – The server is fully back online now and all services are back to normal. We apologise for the extra maintenance window.

  • Service Issues – Alpha – 13th November 2014 – Complete

    November 13, 2014

    04:00AM – We have an issue with one of our servers where our service provider has accidentally made the disk system “read only” on our server whilst it was excluded from an overnight migration. This means that currently all web services and emails are inaccessible on the server. We are working urgently with the service provider to have this rectified and will keep this page updated.

    07:30AM – Services have been restored. We apologise for the inconvenience experienced.

  • Server Issues – 20th October 2014 – Delta – Complete

    October 20, 2014

    9:00AM – There’s be a signficant increase in traffic (over 1000 times normal) on this server, which has caused the server to be unresponsive. This is likely a denial of service attack on one site on the server. We’re rebooting the server to get things back to normal so we can investigate the issue further.

    9:20AM – The server has been rebooted, and all sites are back up on this server. We’ll investigate which sites appear to have been targeted and take further action as necessary.

  • Server Issues – 29th September 2014 – Bravo – Complete

    September 29, 2014

    9:00PM – We have had some server issues on Bravo in the past 20 minutes, which appear to be linked to an attack on one of the sites on our server. We’re working through the issue at the moment, which is resulting in very high loads on the server. Symptoms of this will include web pages either loading very slowly or not at all, and slow email delivery.

    9:40PM – We have made some configuration changes which will hopefully resolve this issue. We’ll continue to monitor the issue closely and keep this page updated with any ongoing concerns.

    10:00PM – All issues are now resolved.

  • Server Issues – 14th September 2014 – Delta – Complete

    September 14, 2014

    8:00PM – We have unscheduled maintenance occurring on this server tonight for one hour. This will result in all websites and email being unavailable during this time. We apologise for the lack of notice, but this was unavoidable.

    9:00PM – All services should now be back to normal.

    10:20PM- The server has had to be rebooted unexpectedly. This will result in downtime for websites and email until the server restarts.

    11:30PM – The server has restarted. Emails and websites should be back to normal now. We apologise for the inconvenience.

  • Network Issues – Alpha & Delta – 23rd August 2014 – Complete

    August 23, 2014

    10:00PM – There appears to be some network issues affecting the incoming overseas links to the Vocus and Equinix pipes. This means that connectivity between some of our servers which use these pipes (Alpha & Delta) and overseas users may currently be interrupted. It may appear to these users that websites on these servers are down, but all services on these servers are functioning correctly. This is a major network outage which will be affecting many websites around Australia, and we will keep this post updated with any further information. Users in Australia should be unaffected by this outage unless they are routed via these pipes.

  • Network Issues – Bravo – 3rd August 2014 – Complete

    August 3, 2014

    We appear to have some network issues at the data center hosting one of our servers (bravo) at the moment (8:20pm 3rd August 2014). If your site is hosted on this server, you may be currently unable to access your website or email. The outage is widespread (the whole datacentre), and we don’t have an ETA on any resolution at this point. We’ll keep this page updated with the current status.

    UPDATE – 8:40PM – The network appears to be back to normal and services have resumed. We will monitor the server closely to ensure things continue to run correctly.

  • Server Issues – Delta – 4th July 2014 – Complete

    July 4, 2014

    9:00AM – We are experiencing issues with one server at the moment (delta) and are attempting to reboot the server. This process may take approximately 30 minutes, and websites and email will be unavailable during this time for customers on this server. We apologise for the inconvenience and will keep this page updated with information as it is available.

    9:30AM – All services should now be back to normal.

  • Important Website Update – Heartbleed Vulnerability

    April 9, 2014

    We have notified all clients by email on 9th April about a security update that we’ve applied to all our website recently. This is a particularly important update, which is why we’re taking the additional step of posting the notification here.

    On 7th April 2014, a major vulnerability was announcing in a software library called OpenSSL. This library is used to establish secure communications (SSL) between a web browser and a server, and is used by just about every major vendor on the market. The issue is extremely serious, and can compromise the security keys (the server equivalent of a password) that protect SSL connections, meaning that things normally protected by SSL such as financial information or password could be exposed. The range of devices potentially affected include computers, smart phones, modems, web servers, financial systems, and any other system that uses OpenSSL to provide SSL connections.

    Fortunately, most vendors are quickly producing updates to fix this issue, and we can confirm that the web server that runs your website has been updated so it is not vulnerable to this issue. We have also taken the additional step of reissuing all SSL certificates for both our cPanel services and our client websites (if you have an SSL certificate for financial transactions), which is the recommended action to ensure that no compromise of data occurred between the time of the vulnerability being discovered and the update being applied. Some experts are recommending an additional step of changing website passwords that are hosted on servers that were vulnerable to the exploit, if you want to take this step you can follow the guide to changing various passwords on our website at http://www.guydesigns.com.au/changing-account-passwords/

    There is no further action required on your behalf, this notification is just to inform you of the security update. Over the coming days you may hear more about this security issue (referred to as the “Heartbleed” exploit) in the media, and we wanted to ensure that you knew that your website was protected from this issue.

    If you want more information on the exploit, we suggest you read the information at this link: http://heartbleed.com/. If you want to check if another site you own or visit is vulnerable to the exploit, you can use this site to check: http://filippo.io/Heartbleed/

    If we can provide you with any more information, or be of more assistance, please contact us.

  • Server Issues – Delta – 26th March 2014 – Complete

    March 26, 2014

    8:50AM – We are experiencing issues with one server at the moment (delta) and are attempting to reboot the server. This process may take approximately one hour, and websites and email will be unavailable during this time for customers on this server. We apologise for the inconvenience and will keep this page updated with information as it is available.

    10:00AM – All services should now be back to normal.

  • Server Issue – Charlie – 9th Feb 2014 – Complete

    February 9, 2014

    We have some performance issues today (9th Feb 2014) with a server (charlie) which is causing slow loading of websites for some customers. We are doing a reboot of the server at the moment (2:30pm AEST) which will cause downtime for approximately 30 minutes. Hopefully normal service will be resumed shortly after that.

    Further updates will be posted here.

    UPDATE – 4:00PM – We are continuing to have server issues with this server, and as we don’t have a clear resolution from our server provider on the issue, we’re reverting to our backup plan and starting to move accounts to our other servers. This process will take a few hours, so please bear with us as this process occurs.

    UPDATE – 7:00PM – All accounts are now moved to different servers. All websites should now be back online, and email should starting coming back online shortly. There will be some issues with your computer remembering the old server address and trying to retrieve email from there – rebooting your computer will hopefully fix this issue for you. Any further issues, please let us know.

    UPDATE – 8:45PM – All services should be back to normal. All affected customers have been notified by email. If you have any issues, please let us know.

    UPDATE – 10/02/2014 – We’ve reviewed our disaster recovery procedures after the server issues yesterday, and overall we’re happy with how they performed. We were able to get all client back up and running within 6 hours (most much sooner), and with no loss of data. Due to the issues experienced with this server, along with some business & technical reasons, we’ve decided that this server will not be brought back into the production environment. We have plenty of spare capacity and redundancy within our other servers for the clients who were hosted on this server.

  • Data Center Issues – 28th August 2013 – Complete

    August 28, 2013

    We appear to be having some issues with network connectivity to the data center hosting two of our servers this afternoon. Issues began at approximately 3:10PM AEST, with no access to websites or emails for approximately 10 minutes until 3:20PM. Service is now restored, but we don’t have any details as yet as to the cause of the issue or whether a re-occurrence is likely. We’ll update this post as we get more details.

    Update – The data center had a distributed denial of service attack (DDOS) for approximately 10 minutes before it was mitigated by preventative measures. No further issues are expected.

  • Scheduled Downtime Extended – 30 June 2013 – Complete

    July 1, 2013

    There was scheduled maintenance at the data center hosting one of our servers from 11pM – Midnight on 30th June 2013. Unfortunately that maintenance hasn’t gone to plan, and that server is still unavailable at 6:30am on 1st July 2013. We have urgently contacted the data center to get an estimate on how long the continued outage may be so that we can make a decision on whether to move clients on that server to another server. This process takes a number of hours to occur, so we are trying to determine which process will be quicker. If we don’t have an update by 8AM AEST, we’ll begin the process of moving customers across to a different server. Our apologies for this downtime, it has been beyond our control, and we will be flagging it as a major issue with the data center once services are resumed.

    Update: 8:30AM AEST – We are beginning to move customers across to one of our other servers. This process will take a couple of hours, and we’ll keep this page updated with the status.

    Update #2: 9:50AM AEST – All clients have been moved across to our other servers. All websites and email should now be up and running without any issues . If you continue to have any issues, please let us know ASAP and we’ll look into it. 

  • Fixed – Server Issue – 13th June 2013 – 25 minutes

    June 13, 2013

    There was an issue with website access with one of our servers (delta) for approximately 25 minutes today. During this time, you may have been unable to access your website if it was on this server. The outage did not affect email or other services during this time.

    We are investigating the cause of the issue.

  • Fixed – Email issue – 12th March 2013 – 1 Hour

    March 12, 2013

    Email update:  Cpanel (our hosting software) did an automatic update tonight at approx 8:50pm that we were not notified of & didn’t re-start due to new feature settings they were offering as part of the upgrade.
    Email was still going to the server, but was not being sent through to inboxes.  This has since been rectified & emails are flowing as per normal.
    If you have any queries regarding this, please let us know.