Posted by Blue Box Group about about 1 year ago...
This is a note that to allow our staff to enjoy a relaxed 4th of July holiday, our corporate offices will be closing tomorrow, July 3rd, at 7pm and will remain closed through the weekend. We will reopen with regular hours on Monday, July 6th at 7am. This will affect our response to all non-urgent phone calls and email tickets during this time.
If you have an urgent issue that needs to be addressed in a prompt manner while our offices are closed, please make sure to open an “urgent” ticket, or call our phone system and leave a voice mail marking your concern as “urgent”.
To mark your phone call as urgent, please do the following:
Dial 1-800-613-4305. At the voice prompt, press 1. Then press #. Finally, press 2 and leave a voice mail. This will page our on call staff and we will take care of your problem.
To open an urgent support ticket, please see: Our wiki article.
We wish you a happy 4th of July if you’re in the United States, and if you’re not, have a great weekend!
Thanks!
Posted by Blue Box Group about about 1 year ago...
Starting this morning at 2:00am (09:00 on July 3, UTC) a fire at a non-Blue Box Group Seattle-area data center caused a power outage there. The fire has been put out and on-site staff are working to restore normalcy, but the outage continues to affect services that were hosted at this data center. The only piece of Blue Box Group equipment that was housed there is a secondary authoritative DNS server. Due to the redundant nature of DNS, no Blue Box Group customers should be affected by this name server outage. However, if you believe your Blue Box Group-hosted domain name might be, please double-check your authoritative DNS server settings with your registrar. These should be:
- ns1.blueboxgrid.com
- ns2.blueboxgrid.com
- ns3.blueboxgrid.com
The only other thing of note about the above data center fire is that Authorize.net is affected by this outage. Since many e-commerce sites hosted by our customers use Authorize.net to perform credit-card transactions, it’s likely these sites will see issues completing customer orders at this time. There is no ETA at this time for when Authorize.net might come back online.
Again, since the affected data center is not Blue Box Group’s primary or secondary data centers, no other Blue Box Group equipment, connectivity, or services should be affected. For more information on the fire and subsequent outage, please see: http://www.techcrunch.com/2009/07/03/authorizenet-goes-under-e-commerce-vendors-left-hanging/
More updates available here: http://www.techflash.com/microsoft/Seattle_data_center_fire_knocks_out_Bing_Travel_other_Web_sites_49876777.html
–Blue Box Group Tech Support
(Web only post)
Posted by Blue Box Group about about 1 year ago...
This evening, sh01 began throwing unexpected Apache errors. Our technicians resolved this with an upgrade to Passenger 2.2.4. The server is now responding properly. If you’re having any trouble with your site and it’s hosted on sh01, please make sure to open an urgent ticket and we’ll take a look!
Thanks
(Web only post)
Posted by Blue Box Group about about 1 year ago...
At approximately 17:13 EDT, our partner for our CDN product was made aware of a widespread issue with our Content Delivery (CDN) Services that impacted our customers. For a period of several minutes, CDN services may of been unavailable for some customers due to a problem with DNS resolution on the CDN network. Internap Engineers are still investigating the issue and restoring systems to normal operations. Customer CDN services should be available at this time. Once the NOC has additional details about the outage we will provide them to our customers, as well as an acknowledgement that all systems are operating normally.
Posted by Blue Box Group about about 1 year ago...
Tonight at 11:00pm PDT (06:00 UTC, July 24) we will be applying updates to our primary customer webmail / shared mail system. This update should address a security issue very recently identified in the mail transfer software we use on this system. We expect the update to take 5-10 minutes to perform during which time webmail, assess to POP3 and IMAP services, and mail relaying from external clients will be unavailable. Note that no loss of mail during this window is expected: Any mail sent to users of this shared system during this time will be queued up on their respective sending servers and should go through after this maintenance with up to an hour delay.
Note that relaying mail from BBG-hosted servers will be unaffected by this work.
Update 11:05pm (06:05 UTC): The mail server software upgrade was completed successfully. Total down-time was about 2 minutes.
(Web only post)
Posted by Blue Box Group about about 1 year ago...
UPDATE 1:53 PM: It looks like this was an authentication issue that crops up with certain versions of outlook that was temporarily blacklisting the IP addresses of affected customers. We’ve updated the settings on our mail server to prevent this from happening in the future. If you are experiencing any difficulty sending mail at this point, please open a ticket by sending us an e-mail at support@blueboxgrp.com
Our upgrade of our primary shared mail server went smoothly last night, but we’ve been receiving reports of certain Outlook users being unable to send email. All other users appear to be able to send without problem, and this is not affecting email coming from server pools within our data center.
We are actively looking into the issue and will post an update here shortly.
Thanks
(Web only post)
