Stability issues on multiple servers (new accounts most affected)
Since around the 2nd of November, we have seen stability problems on the website servers with Website IPs 220.127.116.11, 18.104.22.168, 22.214.171.124 and 126.96.36.199.
This issue was caused by an error in the account provisioning system, resulting in too many new accounts being created on these servers. This resulted in the servers being overloaded.
New, faster hardware has been setup that should be more capable of handling this load, and data is being migrated to these new servers. Unfortunately, the old hardware is not powerful enough to both migrate the data and support regular operation. Because of this.
Which components are affected by this issue
The website servers with IP addresses 188.8.131.52, 184.108.40.206, 220.127.116.11 and 18.104.22.168 are affected by this.
You can find your Website IP in the client area in the Account Details.
What issues may you see
If your website is on one of these IP addresses, you may see the following errors:
- 502 Bad Gateway
- Error 520: web server returns an unknown error
When will this issue be resolved
It may take between a few days and a few weeks for this issue to be resolved.
What can you do to fix this
If you don’t do anything, the server load will automatically return to normal in a week or two.
If you don’t want to wait for that (or want to help reduce the load), you can create a new hosting account, and migrate your website to the new account. This new hosting account will be created on a different server that doesn’t have these stability issues. And in doing so, you are helping reduce the load for others on the server.
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.
- Please post relevant questions only that have not been answered yet. It may be compelling to ask obvious questions like “when will this be fixed”, but basic information like that will be put in this message as soon as we know it.
- Please carefully check the known symptoms and affected components.
- If you are on the affected components, you are almost certainly affected by the outage. If so, please refrain from simply stating you are affected, it does not help get your service back up faster.
- If you are not on the affected components but do experience all of the symptoms, please say so below so we can check if our list is incomplete.
- If you do not experience all listed issues and are not on the components that are known to be affected, the issue you are experiencing is most likely not related to this outage. If so, please create a new topic in the Hosting Support category and describe the issue there.
- If you say you are affected by the outage, please always include your website URL. I can’t check if you are affected by the outage if you don’t say which of your websites is affected.
Posts that do not follow these rules may be deleted without warning. This is to help ensure that all the relevant information is easily available to everyone reading this topic.