Since this morning we are experiencing some issues with the server Phoenix. Further checks by the datacenters reveals a possible hard drive failure. The FSCK is on the way but we do not have any information on when or if the server will be back online.
As a precautionary measure we are setting up a new server to have backups restored there in case the server Phoenix couldn’t be brought back online. For clients newly signed up with accounts on this server, or clients who have their own backups and don’t need the data from the server Phoenix, please open a support ticket at email@example.com to have a new account set up immediately at an existing server, so that your service could be brought back online.
We apologize for this issue but as you are aware hardware failures are not predictable. This issue is made a priority to our support team in order to minimize the overall downtime to sites affected.
The server has been reinstalled with a new hard drive and cPanel installation is in progress. Once cPanel installation is copmlete we will be able to migrate the data from old drive to this server to get back the websites online. Please bear with us while we work on this. Thank you
The transfer speed from our backup server being extremely slow, it might take days for accounts from this server to be restored locally. Therefore we are focusing more on the new server which is being set up and then we can restore the files from the old drive from it. This will allow to obtain up-to-date websites data. Please stand-by for further updates.
Unfortunately the restoration from old drive is not going as smoothly as expected as we are experiencing issues in connecting cPanel to that old drive. Clients who have their own backups should submit a ticket to get a new account set up immediately as this could take again a few hours before complete resolution.
Despite our technicians working round the clock, retrieving the data from the failed Phoenix drive is unsuccessful so far. On the other hand, about 60% of the available backups are restored and these accounts owners have been informed through the support ticket system. Once again, for clients with their own backups, please submit a ticket to have your account set up on a different server immediately.
We have finally been able to recover the data from the failed drive and the transfer to the new drive is already started. Due to the amount of data being transferred, almost 1TB, we expect all websites to be up by 3:00PM Hong Kong. We appreciate your understanding and patience throughout this issue. Clients who had their older backups restored and their sites pointed to them, will be able to change back to the Phoenix server once the sites are recovered. Further updates will be provided through individual support tickets.