Shared Servers Scheduled Maintance (Resolved)
  • Priority - Medium
  • Affecting System - Elixir / Pride
  • We will be performing scheduled maintenance this weekend on our shared/reseller hosting servers.

    Date: Sun Jan 6th 2019
    Time: 12:00am GMT-7 to 4:00am GMT-7

    During the above scheduled maintenance period, you may experience up to 20 minutes of downtime whilst we update our servers.

    Should you have any questions regarding this scheduled maintenance, please contact us at our helpdesk at https://www.madrooster.com/portal/supporttickets.php.

  • Date - 01/06/2019 23:47 - 01/07/2019 14:01
  • Last Updated - 01/03/2019 23:54
Dedicated Server Updates (Resolved)
  • Priority - Medium
  • Affecting Other - Supermicro Dedicated Servers
  • We have recently completed our quality assurance testing on some BIOS updates that were released by Supermicro (our hardware vendor) in the later part of 2018 that patches the major Spectre vulnerability at the hardware level.

    Previously your server(s) have been patched at a software/operating system level as these updates come to market much sooner than hardware level updates such as BIOS updates.

    We will be updating all servers throughout our datacenters progressively during the overnight hours between the following dates and times:

    Dates: Sat Jan 5th 2019 - Thu Jan 17th 2019 inclusive
    Times: 12:00am GMT-7 - 5:00am GMT-7 on each of the above dates

    We anticipate a brief outage of up to 20 minutes whilst this update is performed on your server. We will also be using this downtime to check for any hardware that may be showing warning signs of failure and we will communicate with you directly if we do identify any hardware that requires a precautionary replacement.

    As you can appreciate the scale of this operation is quite large given the Spectre vulnerability affects virtually most modern processors in use. Unfortunately this means we are unable to provide you with a specific date or timeframe that the update will occur on your server.

    Should you have any questions regarding this scheduled maintenance, please contact us at our helpdesk at https://www.madrooster.com/portal/supporttickets.php.

     

  • Date - 01/05/2019 23:49 - 01/27/2019 16:18
  • Last Updated - 01/03/2019 23:53
Recent Outage (Resolved)
  • Priority - Critical
  • At 10:25pm MST (-0700 GMT) our Phoenix Datacenter had a major power failure  in the distribution circuits, causing some servers to loose power.  The issue has now be resolved and we are our monitoring the situation very closely to ensure reliability of the repair.

  • Date - 11/12/2018 23:58
  • Last Updated - 11/13/2018 00:12
Outage of Elixir and Pride (Resolved)
  • Priority - Critical
  • We are aware of the outage on servers Elixir and Pride and are working on restoring these servers as soon as possible.

     

    Update:  All servers are back to normal.

  • Date - 09/10/2018 08:35
  • Last Updated - 09/10/2018 15:45
Linux Shared / Reseller Server Upgrades (Resolved)
  • Priority - High
  • madRooster.com has always tried to provide you with the best and most secure experience as possible, while offering the greatest flexibility in options and modules.

     

    Due to our strive to provide the most secure platform as possible, we have been slow to adopt some of cPanel’s new features and this has included us providing PHP 7. The default way cPanel implements PHP does not allow for the complex list of installed modules you have grown to love at madRooster.com, whilst maintain our security between users.

     

    We are happy to admit, that through hours of testing we have come up with a solution to be able to use cPanel’s new system for PHP.  However to do things correctly, this will require some downtime of the server. Because of this, we also are going to take the opportunity to replace the aging hard drives in these servers and provide pure SSD hosting solutions to everyone as well as upgrade the server software to CentOS 7.

     

    This is currently planned for September 8-10th, 2018 and will happen in the late evening / early morning hours (MST -7 hours).

     

    The following changes will be the end result of this update:

     

    1. Server operating system upgrade to CentOS 7
    2. All hard drives in our servers will be SSD drives, providing a speed increase of the websites.
    3. cPanel’s built in PHP selector will now allow clients to change their PHP version, instead of editing the .htaccess file.
    4. cPanel’s built in PHP ini editor will allow changing of PHP configuration values normally set via php_value in htaccess. php_values in .htaccess will no longer be valid and we will convert any existing settings to use php.ini files.
    5. PHP 7.1 will become the default version. PHP 5.6 will be available as an alternative**.  PHP 7.2 will be available in the coming weeks after the change. Future versions, like PHP 7.3 will become available shortly after coming out of beta.  
    6. PHP 5.5 will be removed from our servers.

     

    ** PHP 5.6 goes End of Life on December 31, 2018. We will continue to provide support for it after that date, but will monitor extremely closely for security issues and it could be disabled at any time after that date in case of extreme security issue developing.

     

    It’s suggested that you begin testing your website code on PHP 7.1 as soon as possible which is already available to you.

     

    If you would like to use PHP 7.1 right now, you can do so by editing the .htaccess file in your public_html folder and add the following line as the very first line in the file:

     

    AddHandler application/x-httpd-php71 .php .php4 .php3 .phtml .php5

     

    If you have any questions please open a support ticket at: https://www.madrooster.com/portal/submitticket.php

     

    Thanks

    madRooster.com Support Department



  • Date - 09/05/2018 07:13 - 09/10/2018 09:04
  • Last Updated - 09/09/2018 22:26
madRooster.com Domain Registration Change - M (Resolved)
  • Priority - Low
  • Affecting Other - Domain Systems
  • Dear Clients,


    At madRooster.com we have always taken great pride in providing an excellent product and services at affordable pricing. This includes but is not limited to domain names. When the company was started in 2004, we partnered with Enom, a domain registration partner, to be able to offer not only excellent service and features on domains, but to provide our clients with a competitive price in the marketplace.  


    Recently we have had some minor issues out of Enom, all of which have been very easy to solve and make right for our clients, they still existed. However, Enom has now imposed a large price increase for almost all of their partners, that no longer make them a smart choice for madRooster.com.  For example, with this pricing change, we would have to change our .com pricing from $12.49/yr to $17.99/yr.


    With this change, we have started working with another domain registration partner, LogicBoxes.  With this new partner, we will be able to offer the current pricing and features we have always offered our clients.   However, we will have to do a domain transfer from Enom to Logicboxes. In the need to do this transfer and ensure that you still get the existing pricing, we have made a few changes in the billing system.   


    1. We have moved renewal invoices from 30 to 60 days before the domain expires.

    2. We have moved the due date of these invoices from 1 day to 30 days before the domain expires.


    To be able to complete the transfers, starting on May 22, 2018 we will be temporarily changing the contact email address of the WHOIS info on all domains to sales@madrooster.com  After the domain transfer, we will change it back to your contact information.  


    If you would rather not have us temporarily change the WHOIS contact info, our support team can assist you in triggering the transfer, but this will require some interaction and email communication on your part. To do the transfer via this method, please open a support ticket with us and our team will give you complete instructions.  


    PLEASE NOTE: If you have registered a new domain or filed or submitted a transfer after: 05/18/2018,  this domain will already be in LogicBoxes’ system and no action will need to be taken.


    Thank you for your understanding and support in the situation.  

  • Date - 05/21/2018 07:00 - 05/28/2018 00:00
  • Last Updated - 07/11/2018 09:04
Possible Power Circuit Failure (Resolved)
  • Priority - Critical
  • Affecting System - Power Circuits
  • As part of our active monitoring system, it has come to our attention that one of our power circuits is experiencing intermittent issues. To ensure minimal downtime and/or possible data corruption if it fails, we will be moving all servers off the affected circuit onto a new circuit that has tested stable and reliable.

    Any moving of servers will take place on during the following timeframes:

    Start: Saturday January 6th 2018 - 12:00am GMT-7
    End: Saturday January 6th, 2018 - 6:00am GMT-7

    Start: Sunday January 7th 2018 - 12:00am GMT-7
    End: Sunday January 7th 2018 - 6:00am GMT-7

    Start: Monday January 8th 2018 - 12:00am GMT-7
    End: Monday January 8th 2018 - 6:00am GMT-7

    *** UPDATE ***
    Start: Tuesday January 9th 2018 - 12:00am GMT-7
    End: Tuesday January 9th 2018 - 6:00am GMT-7

    We will safely power down each and every server before moving and confirm that each server is back online. As this move will require us to physically reroute power wiring, we anticipate a maximum of 20 minutes of downtime per server, but will do everything to minimize this as much as possible.

    If you have any questions, please contact our helpdesk at: https://www.madrooster.com/portal/supporttickets.php

    Please accept our apologies for any inconvenience caused. We feel it is better to be proactive about potential failures instead of waiting until there is an outage.

  • Date - 01/05/2018 23:15 - 01/26/2018 11:38
  • Last Updated - 01/08/2018 15:33
Comcast Clients Seeing Issues (Resolved)
  • Priority - Medium
  • Affecting System - Network
  • Update #3: Comcast has resolved the issue
    -------------------------------------------------------------------
    The issue has been fully resolved by Comcast and we are no getting any reports from clients of the issue.
    -------------------------------------------------------------------

    Update #2:
    Here is the latest reply we have from Comcast
    -------------------------------------------------------------------
    While monitoring the situation, our network team is beginng to see changes in Comcast routing, which proves the engineers at Comcast are making adjustments to fix the issues. Hopefully they will have a solution soon.
    -------------------------------------------------------------------
    Update #1:
    Here is the latest reply we have from Comcast
    -------------------------------------------------------------------
    Our network team is currently investigating and we are pending a response to the issue.
    -------------------------------------------------------------------
    Some Comcast clients are experiencing slowness on our network due to a Comcast Issue in their routers in Los Angelous, CA and Dallas, TX.   We have attempted to make Comcast aware of this issue as well are working with our upstream providers to bring this to their attention.  As we are not a direct Comcast client, we have no point of contact for support and we have had a few clients reach out, only to have tech support ignore the issue and try things like reseting their modem, etc.

    We will continue to monitor the situation and notify Comcast as we see things change.

  • Date - 11/05/2017 09:59 - 11/14/2017 00:00
  • Last Updated - 11/15/2017 21:25
Hardware Issue (Resolved)
  • Priority - Critical
  • Affecting Server - Elixir
  • We are currently experiencing a hardware issue on our Elixir Server. We are investigating and will have the issue correctly shortly.

    Update: The issue has been corrected and server is fully functional again

  • Date - 10/11/2017 15:52
  • Last Updated - 10/11/2017 17:03
Upstream Provider Issue (Resolved)
  • Priority - Critical
  • Affecting System - Network
  • UPDATE #9: The network has seemed to stabilize. If you are still having issues, please contact support.

    UPDATE
    #8:
    We are in the process of removing the effected upstream provider as the issue has returned.  Hope to have service back to normal very shortly.

    UPDATE
    #7:
    Some clients are still reporting issues.  If you are having connection problems, please open a support ticket so our network operations team can work with you to resolve them as soon as possbile.

    UPDATE
    #6:
    Service should now be restored for all clients.  We will monitor the situation closely over the next 48 hours to see if it returns.  If it continues to return we will remove that upstream provider from our blended mix of providers temporarily.

    UPDATE
    #5:
    The issue should be fixed for most clients, a few clients may still experience slight packet loss while the final adjustments are being made by the upstream provider.

    UPDATE
    #4: The upstream provider has identified the issue once more and is the process of correcting it on their end. Service should be restored to normal shortly.

    UPDATE #3:
    The issue with our upstream provider has returned.  We are working with them to get it resolved as soon as possbile. 

    UPDATE #2:
    This issue has been 100% resolved. If you are still having problems with the network, please contact support.

    UPDATE:
    Our engineers have worked with our upstream provider to find the exact issue and now on the process of correcting the issue. Full service should be restored shortly.

    We are currently experiencing an issue with one of our upstream providers. We are working with them to solve this As soon as possible.

  • Date - 08/31/2017 06:52 - 09/02/2017 01:00
  • Last Updated - 09/02/2017 11:44
Limited Support Staff Availability (Resolved)
  • Priority - Low
  • Affecting Other - ALL
  • Here are madRooster.com we are not only commited to providing the best service possible, but also ensuring our employees have a great work envirnoment. As we are headquartered in Nashville, TN and some of our staff lives within the area, we have given them August 21, 2017 off if they wish to enjoy the once in a life experience of the total solar eclipse that will passover Nashville.

    Critical support tickets that involve service outages will still be handled in an immeadate and timely manner.  Support tickets that involve minor issues, such as configurtion changes, hosting plan changes or sales may be delayed until the late afternoon.

    We hope you understand that this is a chance for our employees to spend time with thier families and enjoy this glorious presentation of nature.

    Thank you for selecting madRooster.com

  • Date - 08/20/2017 20:45 - 08/27/2017 18:28
  • Last Updated - 08/20/2017 20:57
Hardware Failure (Resolved)
  • Priority - Critical
  • Affecting System - Semi-Dedicated Server
  • Hardware issue has been solved and all Semi-Dedicated Servers should be back to normal operation.

  • Date - 07/11/2017 18:25
  • Last Updated - 07/11/2017 21:36
Hard Drive Replacement (Resolved)
  • Priority - Critical
  • Affecting Server - Sleepy
  • The failing hard drive has been 100% replaced and the server is fully operational again.

  • Date - 07/11/2017 17:40
  • Last Updated - 07/11/2017 18:45
Dyn / Level3 DDOS Attack (Resolved)
  • Priority - Medium
  • UPDATE: The attacks on Dyn DNS have stopped.  We will continue to monitor the situation and re-add Level 3 to our mix after a full evaluation.

    UPDATE:
    Due to the increased attacks on Dyn DNS Provider, Level 3 has become unusable for most and we currently removing it from our mix of upstream providers. We will re-evaluate returning it after the attacks have been 100% stopped.

    While the on going DDOS attack against the Dyn DNS Provider does not seem to be effecting any of our clients directly as we do not use their service, it does appear that Dyn does use Level3 which is one of our upstream providers. We are monitoring Level3 activities closely to ensure the greatest connectivity for our clients.  If you are experiencing slower then normal response times, please open a support ticket, so we can help you troubleshoot and re-route your traffic during this time of the attack.


  • Date - 10/21/2016 09:29 - 10/22/2016 09:15
  • Last Updated - 10/22/2016 09:15
Planned Network Maintenance (Resolved)
  • Priority - Medium
  • Affecting System - Core Routers
  • On Wednesday, October 19th, 2016 at 12:00 pm Mountain Standard Time (MST), we will be conduction a planned maintenance on our core routers. During this one-hour maintenance, we will be enabling a number of security features provided by our vendor to better address various malicious attacks within our network. Our goal is to be more proactive when it comes to attacks within our network, so that we can continue to provide our customers with the best network connectivity without interruption.

    Our Network Team will be taking all necessary precautions to mitigate any prolonged disruptions. If you have any questions about this maintenance window, please contact us via our support desk at: https://www.madrooster.com/portal/submitticket.php

    Thank you for your understanding and patience as we continue to work toward providing you with the best possible service.

    Thank you,
    madRosoter.com Network Team

  • Date - 10/19/2016 00:00 - 10/20/2016 09:52
  • Last Updated - 10/14/2016 09:24
Scheduled Control Panel Migration (Resolved)
  • Priority - Medium
  • Affecting Server - Sleepy
  • Dear Clients,

    The following affects our Windows shared and reseller hosting clients only.

    We will be migrating from WebsitePanel to SolidCP at the following date/time:

    Date: Sat 09/24/2016
    Time: 9:00pm MST (GMT-7) - 1:00am MST (GMT-7)

    During the above timeframe, there will be a period of time where the control panel will be down whilst the migration occurs.

    Once the migration has been completed, SolidCP will offer you new and updated functionality for your Windows shared/reseller hosting account that you have with us.

    Should you have any questions regarding this scheduled migration, please contact us at our helpdesk at https://support.madrooster.com.

    Regards,
    Alan Lam
    Operations Manager
    madRooster.com
    Fun Name … Serious Solutions

  • Date - 09/24/2016 21:00 - 09/25/2016 10:56
  • Last Updated - 09/23/2016 04:22
Ongoing expansion of the Datacenter (Resolved)
  • Priority - Low
  • Starting on 09/19/2016 for 12 hours for the following 5 days we will begin to commission and test new PDBs, MDPs, and Substations. We do not anticipate this to impact customers in any manner.

  • Date - 09/19/2016 06:00 - 09/24/2016 21:58
  • Last Updated - 09/07/2016 12:24
Ongoing expansion of the Datacenter (Resolved)
  • Priority - Low
  • On 08/17/2016 from 12:00am - 6:00pm MST (GMT -7) we will be adding circuits for new customers with new breakers and outlets. We expect no power outages for exisiting customers. We appreciate your patience and understanding in this matter and apologize for any inconveniences it may cause.

  • Date - 08/17/2016 00:00 - 08/17/2016 18:00
  • Last Updated - 08/19/2016 12:32