Server Down (Reported)
  • Priority - Critical
  • Affecting Server - scph03

    January 3, 2020 7:52AM AEST
    [Investigating] scph03 and scph04 as being shared servers, they hold a large amount of data and therefore its taking time to restore their data.

    January 2, 2020 6:16PM AEST
    [Investigating] Backup for shared servers scph03 and scph04 is being restored. Data for other client's VM is being restored and we are updating clients in tickets.

    January 2, 2020 2:27PM AEST
    [Investigating] Few VMs are already restored and we are restoring remaining VMs.

    January 2, 2020 6:52AM AEST
    [Investigating] We've fetched the data of VMs from the crashed node. As we have already created the affected VMs on new nodes, we are in process of restoring the data of VMs from old node to new nodes.

    January 1, 2020 7:22PM AEST
    [Investigating] While vendor support is still working on this, we are also working on alternate method.

    January 1, 2020 5:51AM AEST
    [Investigating] The vendor support is still working upon this problem. We are building the new VMs for clients and providing the login details via the tickets.

    December 31, 2019 9:40PM AEST
    [Investigating] The new server is failing to detect Xen kernel. We are still working with Solus vendor to get this resolved but it is taking longer than expected. As a result we are now creating VM for clients and will provide details in ticket.

    December 31, 2019 3:47PM AEST
    [Investigating] We are still following up with vendor on this case.

    December 31, 2019 12:21PM AEST
    [Investigating] The vendor support is still working upon the kernel issue.

    December 31, 2019 8:55AM AEST
    [Investigating] The installation of Xen HV has been completed. After installation the server is denying to boot using the Xen kernel. Our vendor support is working upon the node to fix the kernel issue.

    December 31, 2019 6:14AM AEST
    [Investigating] The primary OS installation on server has been done. We are installing the configuring the Xen HV OS now.

    December 30, 2019 11:34PM AEST
    [Investigating] A new server has just been installed at the Data Center and we are installing the Operating System now

    December 30, 2019 1:26PM AEST
    [Investigating] It looks like there are issues with the controller on the server as well, we tried to fit in brand new drives, but they are not being recognised. We are looking at using a replacement server, but this will take additional time. We are working around the clock with limited vendors available due to the holiday period, but we are determined to have your servers up and running as soon as possible for you.

    December 29, 2019 7:21PM AEST
    [Investigating] It looks like the Operating System drives have failed while we have a RAID10 in place it looks like 2 drives in the same span failed and we can’t recover the Operating System data. Your data is safe and sound on the other disks. We just can't access it until the node is up and running. We need to install new drives and reinstall the OS, then import all the virtual servers before we can turn them on. We can fit new drives in tomorrow morning, and it will take a few hours to install, configure and import the virtual servers. We estimate that everything should be back online before the end of tomorrow. If you need an empty server sooner, please open a ticket and we will build one for you as soon as possible but we don’t have access to any data until the node is back up and running. Also with the new server, the IPs may be different.

    December 29, 2019 5:57PM AEST
    [Investigating] The hardware node SVHGW52 is currently down and we are investigating it. As a result all VMs hosted on it are inaccessible.

  • Date - 29/12/2019 23:52
  • Last Updated - 02/01/2020 23:55

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