Follow

Intermittent issues on Window Hosting Server

We are facing intermittent issues on our Windows Hosting Server due to which you might face problems while accessing the websites, Plesk Panel, Webmail services hosted on the server.

Errors faced while accessing Plesk panel and website:

503 service unavailable and Website not accessible

ddos.png

 

Our System Administration team is working hard to resolve the issue as soon as possible. We kindly ask for your patience.

We will keep you posted.

UPDATE

All affected websites still continue to be unavailable, our teams have been working hard and have engaged third-party experts who are helping us resolve this issue. 

Our highest priority is to restore service as soon as possible. We request you to watch this thread for new updates. 

UPDATE 

As of 16:00 GMT our teams continue to work diligently to restore services.

Restoring affected services and websites is our highest priority. We thank you for your continued patience. We will update this thread as soon as we have new updates.

UPDATE 

Impacted servers has been isolated and took a number of servers offline. We have also begun restoring service. Please refer to this post for further status updates. We appreciate your continued patience.

UPDATE -13/9/2018

Impacted servers has been isolated and took a number of servers offline. We have also begun restoring service. Please refer to this post for further status updates. We appreciate your continued patience.

UPDATE -14/9/2018

We have restored service for a number of our customers and continue to work around the clock toward complete restoration. Please continue to monitor this post for further updates. We appreciate your ongoing patience.

 

 

 

26 Comments

  • Avatar
    tim meacock

    No help at all. In fact silence.

     

  • Avatar
    Kevin

    Hi Tim,
    I'm very sorry for the inconvenience brought by this issue. 
    Our team is doing their best to resolve the issue at the earliest. 
    In fact, the team have isolated the impacted server and begun restoring services to all customers that are affected. But you might not be able to access it yet. We will keep you updated here.

    We appreciate your continued patience.

    Kevin
    Freeparking Support

  • Avatar
    Davegreen

    My email has been down since Monday the 10th of September. How long will I have to wait for my email to come back on-line?

  • Avatar
    Kevin

    Hi Davegreen,

    Unfortunately, there's no ETA yet but the server team are already restoring services that were affected. We are sorry for the inconvenience. Please follow this thread for further updates.

  • Avatar
    Davidmclean

    There is no way your service should be down for this length of time unless it is something serious that has happened.

    May I remind you of your obligation under GDPR that you should be notifying us within 72 hours if there has been some sort of breach here.

     

  • Avatar
    Andy Conway

    Morning.

     

    Appreciating that server outage is critical and obviously implementing a resolution to the situation would be of the highest priority, as we, your customers have been without access to the areas of your servers that we are supposed to have access to (primarily access to emails in my case), could freeparking:-

    a) advise what is happening to emails being sent to our affected email addresses?...once your server situation has been resolved, are we likely to be able to receive emails sent to us during this 'down' period or will they have just vanished?  If it is the latter, this could have very serious implications.

    b) set up an email forwarding system where by freeparking could 'intercept' emails being sent to the currently 'affected' server/email addresses and forward them on to an alternative email address as specified by the customer.  I know when there was a similar issue to this problem in 2017, one of your support team managed to set up a temporary forwarding system for me, which not only assisted me greatly, it also reduced my concerns/stress levels and I could work pretty much 'as normal'.

    For reference, as I type (06:30 on Saturday 15th September), the last email I received to my email accounts which use freeparking as hosts, was 12:45 on Thursday 13th September - seemingly not as long as others, but...
    ...do freeparking not implement a failover system or redundant/redundancy servers for situations like this?

  • Avatar
    Davidmclean

    Andy, bad news for you (and probably why things are rather quiet). All your emails are being bounced by their servers so anything sent during their “outage” is being returned to sender “message timed out”.

    having managed to get in to a bit of my control panel I also noticed most of my mail boxes were completely gone, which I’m guessing is why THEY have taken the servers offline to allow some sort of restore to take place.

    there is more to this than what they appear to be telling us.....

  • Avatar
    Andy Conway

    Interestingly David, the test emails I have sent to my email address(es) hosted by freeparking from alternative email addresses have yet to be 'bounced' back.

    Did you do anything specific to gain access to some of your control panel?  

    Freeparking...any update please?  This whole situation is now causing me (and I am sure others) many issues work-wise and possibly the loss of earnings.  Surely you do have some form of failover system or redundant/redundancy servers for situations like this meaning that downtime would be minimal instead of days.

    A Freeparking response would be greatly appreciated.

  • Avatar
    Davidmclean

    Mine are now bouncing back straight away, but the ones I sent on Thursday and Friday only got returned this morning. I actually got a text from my mobile phone provider asking me to update my email address as my current one is invalid....that’s what made me start checking things at my end.

    As my web site is totally down (including the control panel, even the ip doesn’t resolve), I was able to get to my email settings from inside my main freeparking account. Logged in there and it was something like manage domain. You could select to manage emails. You can’t access emails from there and I seemed to only see 2 out of my 5 email accounts listed. None of my support tickets are being answered and my attempt on twitter to get a response only pointed me here again.

    hopefully someone will respond with their sla’s for uptime as requested as I intend to ask for compensation.

  • Avatar
    Davidmclean

    Got this through

     

    “We confirm that a limited number of websites were impacted by ransomware which affected some of our Windows shared servers. To contain the spread and impact of this malware, we isolated the impacted server environment and took a number of servers offline, which caused some customers to be unable to access websites and associated data.”

  • Avatar
    Andy Conway

    Incredibly Dave, when I awoke this morning, emails had started to arrive to my phone at 22:30 last night (all being well, none are missing, but can't be sure of that) and during the night (at 01:30) a 'bounce back' email was received to a message sent from a non-freeparking account at 17:35 on the 14th.  All being well, we are back up an running, however the lack of communication is not good.  Hopefully, someone from freeparking is reading this thread and will act/advise accordingly.

  • Avatar
    Davidmclean

    Glad you’re back up and running Andy, my website went up last night but still no emails for me.

  • Avatar
    Davegreen

    Hi Andy, Noticed your post this morning (UK) and was hopeful things had been sorted.Still now joy my end. I've had no emails through now for 7 days... Are you still sending and receiving emails OK now? 

  • Avatar
    Andy Conway

    Notification of your latest updates just popped in to my 'alternative' (non-freeparking) email address Dave & Dave (10:13 UK BST) and yes, all seems to be good at this end.

    DaveM - Although my website is currently very minimal, this is live and emails seem to be as expected.

    DaveG - Seeing your update, just sent and email from a non-freeparking email address to my freeparking email address - received okay.  Responded to said email from my freeparking email address, and my non-freeparking email address received response okay.

    Looks like I am up and running again; fingers crossed you folk are again (soon?) too.

    On another note; still awaiting an official response from freeparking (assuming that I've not lost work, not seeking compensation or anything of the sort, but an explanation as to what has occurred...and why system access has been down for so long...I still refer back to my comments re the implementation of failover system/redundant/redundancy servers.

  • Avatar
    Ian Harvey

    Well my website re-appeared overnight, which is progress. BUT I cannot update it as ftp and sftp (ssh) are disabled. Be thankful for small mercies I suppose. I think I will be looking for a new hosting company at this rate.

  • Avatar
    Davidmclean

    This is just getting silly now. No email for nearly a week and no response from anyone. 

  • Avatar
    Tim Richmond

    With the silence over the last day I assumed everyone else was back up and running and it was just me still having problems.

    My websites are back up and running but still no email - I keep sending myself emails from other addresses and they all get bounced.  No idea if I've missed out on any jobs - people tend to assume I'm too busy if I don't reply and go elsewhere.

  • Avatar
    Davidmclean

    So if I was a betting man I’d say my account was one that was “hit” with the ransom ware as all my mailboxes have been hit, encrypted and left with zero readable emails. I’m now waiting for support to see what backups they have.

    If you haven’t got access back by now I’d expect the worst and hope for the best because this might be why they are holding off giving you access back.

  • Avatar
    Tim Richmond

    So, as of a few minutes ago (one week after they stopped working), my affected emails are back working - they received some unmarked emails full of encrypted data and now they seem to work - I've been able to send and receive emails ok, and my websites are ok too.

    Hopefully this is the case for other users or at least it soon will be.

  • Avatar
    Kevin

    Hi All,

    Sorry for the late update. At this time, the majority of affected websites and Plesk Control Panel have been restored.  The server team continue to work diligently to restore a small number of remaining websites, and email as soon as possible. We highly appreciate your patience during the process.

    @Davidmclean - I already escalated your case and the team confirmed they are working on it. I'm very sorry for the inconvenience. I'll update you through the ticket #287543

    @Tim Richmond - may I know your domain name so we can check the culprit? It could be an isolated case.

    Thank you

  • Avatar
    Davidmclean

    @kevin, then why has that ticket been closed

  • Avatar
    Davidmclean

    @kevin, then why has that ticket been closed

  • Avatar
    Davidmclean

    I have no idea who that ticket sits with but it isn’t one I’ve raised

    I believe 286814 is open and I responded this morning that I still have issues with encrypted mail and all of my original emails are gone.
    286518 Has been closed by you which I had no visibility off because of my lack of email access

  • Avatar
    Kevin

    Hi David,

     

    I'm sorry, I mixed up the ticket number. You are correct, 286518 and 286814. And they are both escalated. We will keep you posted.

    Regards,

  • Avatar
    Tim Richmond

    Hi Kevin

    As far as I can tell, everything is back working normally (as of this morning).  My original ticket was #286324

    Cheers

    Tim

  • Avatar
    Davegreen

    After chasing my tail for 8 days I decided to cut my loses and delete and re-enter my mailboxes. All working again but not sure what emails I've missed in the last week. Apparently my problem was a top priority to Freeparking support so they escalated it yet again today... "You should receive a response within 24 to 48 hours." What a joke Freeparking. I'll probably get a response on Thursday saying they've fixed my problem. Good luck all...

Please sign in to leave a comment.
Powered by Zendesk