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Feb 22, 2021 · resolved Feb 23

Thank you to everyone for your patience on this issue review. **Time:** 12am **Date:** 23.02.2021 What we have determined by reviewing logs and timelines that the root cause of this issue stemmed from a hard crash that forced the cPanel server offline at 12am for a short time. Service was restored shortly after with no indication of an issue. The hard crash along with automated update scripts running in the background at the time created the database corruption when the cPanel server crashed. The issue didn't immediately present to our team due to it's intermittent nature, even with monitoring sensors checking uptime of services the issue went unnoticed until reported by a client at approximately at 6am and then verified by our team shortly after. Our team worked with cPanel to try and identify the root cause of the issue and how to resolve it in a timely manor. Due to this being a shared server we needed to keep data integrity at the forefront of our efforts as rolling back to a previous backup would mean hours of new data could be lost, our goal was to make sure we covered every angle to safeguard the most recent transactions to minimise any data loss. With this goal in mind it meant working longer and digging deeper to determine the correct fix even if it meant a longer period of unstable site access in the intrum. Part of this issue was that not every site was effected as we had first thought, sites that where unaffected had a valid entry in the index, only sites that had their entries corrupted experienced the intermittent up/ down database connectivity. > Shout out to our team who worked tirelessly to fix this issue as quickly as time permitted, @Felix big thanks for your great comms and troubleshooting. If you have any further questions on the postmortem please feel free to open a support ticket with “cPanel-vh4 intermittent MySQL Database drops” in the subject field and one of our team will get back to you ASAP. thanks for your patience in this matter. Yours Sincerely \(vh\) Admin Team

Sep 11, 2020 · resolved Sep 11

This incident has been resolved.

Jul 12, 2020 · resolved Jul 12

This incident has been resolved.

Jul 11, 2020 · resolved Jul 11

At 2 and 7:30 am this morning engineers noticed a host in our CLOUD Cluster experiencing vSAN stability issues. Host ESX 11 stalled and was unresponsive, VMware HA did not kick in and a manual power cycle was required forcing the host to release VM's so they could be (vMotioned) moved to other available hosts. The host has been placed in maintenance mode awaiting VMware review. A postmortem will be supplied once logs are collected and reviewed by VMware to identify the root cause of the issue. Thank you (vh) Support

Apr 24, 2020 · resolved Apr 24

A host in the CLOUD cluster had been experiencing IO latency issues causing the host to lock up. Engineers where required to force reboot the host triggering VMware HA to move all VM's to new hosts. A small interruption to service for VM's on the affected host would have been experienced. Services are being monitored and should be back to normal.