UPDATE #3 04/17/2022 23:07 EST: We'll keep old server online until April 30th, 2022. If you need any data, especially recent emails and static files, please download it ASAP. Old server may crash completely at any time.
UPDATE #2 04/14/2022 22:21 EST: Most websites have been restored. If you didn't receive notification email from us, please submit a ticket.
UPDATE #1 04/14/2022 17:35 EST: We've already restored around 35% of all accounts on new server. If you wish to restore your website without delay, we can now accept your requests. If we do not hear from you, we'll continue restore process. You'll receive confirmation email with new server URL and DNS. If you had private DNS, you will also receive private DNS IPs (3). You must register them within domain registrar control panel as soon as you can.
We'll try to keep old server running for next 2 weeks. It's complicated because server is unstable.
We appreciate your patience during this difficult time.
Few hours ago (18:00 - 20:00 EST 04/13/2022) we were performing routine cPanel software update. Kernel, Apache and cPanel/WHM were updated/patched successfully. Unfortunately, MariaDB didn't upgrade properly. Issues are all random:
- some websites display "cannot connect to MySQL" error;
- some cPanels display "MySQL server is offline" (it's online).
We've been working with cPanel technicians. We analyzed all errors logs and found that that InnoDB data on "panther" server has been corrupted during upgrade somehow. Unfortunately, it cannot be resolved in timely manner. We'd have to remove all data, reload OS, install cPanel, Apache etc. then restore websites from backup.
Thankfully, system generated cPanel backups last night (04/13/2022). We're currently moving recent backup files to different servers with MariaDB. All backup files will be moved manually. This is not cPanel to cPanel transfer (because your server has corrupted data bases).
1. Your server cannot be restored;
2. Your website may display "cannot connect to MySQL" until we move your website to different server;
3. Your websites will be moved to Dallas data center which has different private labeled DNS. Once we complete restore, you must update DNS within domain registrar (we'll send you new DNS via email);
4. We have to restore websites manually, one by one using 04/13/2022 backup. This isn't "live transfer". This process may take up to 48 hours. We'll try to restore all websites ASAP.
1. We do have recent backups for most websites (sites over 20GB are not being backed up per Backup Policy). At this moment we have 6 large websites. We'll try to restore them manually once we move other backups;
2. New servers will have MariaDB. It's compatible with your MySQL settings;
3. New servers have better (newer) hardware and provide more resources to your websites.
4. Your websites will remain active during manual transfer and restore. Email will go in and out. PLEASE avoid IMAP at all costs! Once we restore your website, you may loose recent emails (sent or received between 04/13 - 04/15);
5. cPanel/WHM will remain active (until 04/15). We'll copy account privileges manually;
6. Email isn't affected. You can access your email via POP3 or Webmail.
We apologize for the inconvenience. We're working hard to restore all websites right now.
If you have any questions about emergency transfer, please do let us know.