Today, on the 30th of June, we’re experiencing issues related to account suspensions, as well as stability problems with the client area.
What issues may you see
The account suspension related issues are as follows:
The initial issue was that too many accounts were deactivated incorrectly due to inactivity.
A hotfix was implemented to fix this, but resulted in too many accounts getting reactivated, including accounts that were deactivated for other reasons.
Account deactivations that were requested from the client area were getting reported incorrectly from the hosting platform. Because of this, these accounts were being reported as being suspended for “abuse”.
The large number of reactivations also caused problems for the client area:
The large number of callbacks from the hosting platform overloaded the client area servers and made it unstable, roughly between 10:15 and 11:15 UTC. The client area is mostly back up now, but performance may be worse than usual.
A large number of reactivation emails has been sent. This is a consequence of the hotfix described above, but due to sending limits may interfere with other email notifications too. We are monitoring this situation.
When will this issue be resolved
The hotfix to reactivate incorrectly reactivated accounts is still running. If your account is not active now (regardless of the reason), it may be reactivated later today. We don’t know exactly when this process is done, but we expect it to take a few more hours.
What can you do to fix this
If your account is not active but should be, please have patience until the reactivation process is done.
If your account is active but it should not be, please try deactivating it again by hand. If this doesn’t work right now, please try again later.
We are aware of the issue and are doing our best to get this resolved as soon as possible.
I completely understand that this may cause confusion and you will have additional questions. I am happy to provide any information I have to help you.
However, to keep the contents of this topic clean, clear and concise, I ask that you carefully read the Outage Communication Rules before posting.
In a nutshell:
Please keep the posts about the outage in this topic, and all posts not about this outage outside of this topic.
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The account reactivation process has completed. There should no longer be any unexpected and unintentional suspensions and reactivations.
Unfortunately, due to some communication issues, the result appears to be that all accounts that were deactivated by their owner got reactivated. Sadly, it’s not possible to tell on our end whether the reactivation was intentional or not, so there is no way to rectify this from our end.
If this happened to your account, please login to the client area and deactivate your account yourself.
My hosing account was approximately 50 days into the 60 day waiting period for it be deleted. As a result of this issue, does this mean I once again have to wait 60 days for the account to be removed and then I can remove my profile?
You don’t have to wait for the account to be deleted before you delete your profile. Once you deactivate the account, and have all he information you want off of it (files, databases, domains, etc) you can safely delete you account, that action shouldn’t be blocked.
Unfortunately, yes. Reactivating the account resets the account cleanup timer.
This is of course really not how this is supposed to work and we’re terribly sorry for the inconvenience caused.
You do, actually. To delete the client area profile, all accounts must be completely deleted. If the account isn’t fully deleted, it could still be reactivated, and we don’t want to run the risk of having an active account on the platform for which we don’t know the owner.
The issue is NOT that accounts are being suspended at all. Account suspensions are normal.
If your account is suspended right now, please follow the procedure in the client area. If it says to submit a ticket, please submit a ticket. Do not post about your suspension here, we cannot help you with it.
This topic is for discussion and updates regarding the outage described in the original post. Please keep the discussion on topic. Posts in violation will be flagged and deleted without warning.