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  • MX01 Emergency Maintenance

    No comments October 28th, 2016

    This evening at 11PM MDT we will be restarting our SmarterMail system to apply an emergency patch meant to resolve sync issues reported with macOS Sierra and the Apple Mail client when using EWS (Exchange Web Services). This was a semi-major issue where the Apple Mail client was unable to stay synchronized with SmarterMail and would disconnect and stop downloading emails.

    Scheduled Date: 10-29-2016
    Scheduled Time:
    5:00 AM – 5:30 AM UTC
    Max Outage Duration: 30 Minutes

    If you have any questions or concerns, please contact our support department.

    Thank you again for choosing ASPnix as your web hosting provider!

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  • Information about the Open Source License for WHMCS modules

    No comments October 25th, 2016

    The Open Source License for our WHMCS Addons, Payment Gateways and Security modules allows you access to the source code of the module and removes the requirement of a license and license checks (calls home).

    If you are considering the Open Source License please note that that the purchase is one-time, there are no annual upgrade protection fees and limited support due to the ease of source code modification.

    There are limitations on the use of the Open Source License, please review the following terms…

    • You are allowed to use the purchased module on a single WHMCS installation at one time only
    • You are not allowed to share the module or any of its code (including snippets) with anyone outside of your organization
    • Limited technical support is provided for the module and no support is provided for modifications
    • All modules still require the ASPnix Licensing & Common system to function. The source for these files is not provided

    If you have any questions or concerns about the Open Source License, please contact our sales team who will be happy to answer any questions!

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  • MX01 Emergency Maintenance

    No comments October 13th, 2016

    This evening at 10PM MDT we will be restarting our SmarterMail system in order to apply an emergency patch meant to resolve some issues with ActiveSync on Outlook 2013 / 2016 and apply a new Anti-Spam engine that we will be announcing soon. This will take no more than 30 minutes.

    Scheduled Date: 10-14-2016
    Scheduled Time:
    4:00 AM – 4:30 AM UTC
    Max Outage Duration: 30 Minutes

    If you have any questions or concerns, please contact our support department.

    Thank you again for choosing ASPnix as your web hosting provider!

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  • SQL Server Outage Explanation

    No comments October 10th, 2016

    This is the information we have so far for the outage of SQL Server on 10-9 through 10-10. Microsoft’s technical team and SQL Server development team has worked with us since early this morning to figure out what happened, what could be done to prevent in the future and a fix if possible from them.

    At around 3PM MDT we received a very small handful of complaints about connection issues to SQL Server, we investigated but found no issues and were unable to reproduce any problems. This is when the first issue started. Just after 7:30PM MDT the entire SQL Server service and process failed and closed without shutting down cleanly. This immediately caused issues with about 130 databases. These databases went into “Suspect” status, while about 50 or so databases went into “Emergency” status and about 80 databases went into “Recovery” status. We were able to restart the SQL Server service, but with a large number of errors (about 100 per second) to the event logs.

    We were able to recover most of the “Suspect” databases, but none of the “Emergency” databases. The master database was also giving out lots of errors and other issues. At this point, we zipped up the logs directory to give to Microsoft and proceeded to revert to backups. The SQL server Windows installation and all databases are backed up every 3 hours (bare metal) we first restored the 6PM MDT backup, however upon starting, we noticed the same issue as earlier. It appeared that the corruption was occurring before SQL Server crashed. We proceeded with the 3PM backup, unfortunately, we found the same issues on this image as well, though not as much. So we ultimately had to fall back to the 12PM MDT backup which had no issues or errors and immediately started.

    Microsoft responded to us early this morning stating they were looking into it, however due to the very large number of logs, crash dumps and their size, it may take a few hours. Today around 12PM MDT they got back to us with a fairly “simple” explanation about what they believe happened.

    At around 3PM MDT the thread count of SQL Server began climbing, slowly, but at a steady rate, by 7PM MDT the number of open threads was in the 10s of thousands. At this point, the Windows CPU scheduler / threading manager gave up, the OS locked, SQL Server crashed as it had no further resources to do any further actions. Once the service crashed, Windows did recover enough for us to cleanly reboot the server. At this time Microsoft is not sure what caused this, if it is a CPU problem, a Windows problem, something internal to SQL Server, a BIOS issue, something in the processor’s microcode etc. They are continuing this later this week with the Windows support / developers to see what may have happened. As they get more information about what could have caused this issue we will update this post.

    Currently the state of SQL Server is 100%. All databases passed all DBCC CHECKDB checks without errors. We are now more closely monitoring SQL Server’s processes handles and threads. With guidance from Microsoft and their recommendation on limits based on our hardware we have fine tuned our PRTG monitor system to better alert us to possible problems.

    We’d like to thank everyone for their patience and understanding while we worked to resolve this.

    Thank you for choosing ASPnix!

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  • SQL Server Outage

    4 comments October 10th, 2016

    We are currently working to restore SQL Server from backups. Unfortunately today around 7PM MDT our SQL Server encountered a fatal error that caused the service to crash. This crash caused corruption in several databases. After getting the service back online, we noted many databases that appeared to be OK, but were failing DBCC checks. Currently we are restoring from bare metal backup which will take several hours to complete. This recovery point is from 1PM MDT on 10-9-2016.

    We’d like to thank everyone for their patience during this time.

    EDIT: Server is now online. All databases are now passing DBCC checks without errors.

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  • Free $5 Credit offer! Share our Nix Bunny Stickers on iMessage!

    No comments October 3rd, 2016

    We’ve announced the availability of our Nix Bunny stickers for iPhone, iPad and iPod Touch running iOS 10 and with this announcement, we’d like to offer our Apple customers a chance to use our new iMessage stickers and earn a free credit!

    Simply download our Nix Bunny stickers here https://www.aspnix.com/nix/ and share screenshots of you using our stickers with friends, family and colleagues and earn a free $5 credit towards your ASPnix account!

    It is really simple!

    1. Download the stickers to your iMessage app through the App Store (the stickers are 100% free) – Click the App Store badge below
    2. Share and tag ASPnix on Facebook, Instagram or Twitter showing the screenshot of you using the stickers
    3. Open a ticket with Billing with your Twitter, Instagram or Facebook name for us to verify the share and tell us what you think
    4. We will credit your account $5! (limit 1 credit per account)
    Download Nix Bunny Stickers for iMessage

    Please let us know what you think! We are eager to hear what our customers think about Nix and our iMessage stickers!

    As always, if you have any questions or concerns, please let us know! Thank you for choosing ASPnix!

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  • Priority Fast-Track Support – Now Available

    No comments October 3rd, 2016

    We are very pleased to announce the availability of our Priority Fast-Track support! Fast-Track support will allow our customers to pay to upgrade their ticket to high priority, moved to the top of the queue as well as a guaranteed 15-minute response time. Many customers have asked for a priority response time capability and this is the answer!

    Why upgrade my ticket? Some customers have urgent issues that must be addressed quickly without delay, upgrading tickets to Priority Fast-Track promises the customer that they will get a response within 15 minutes and that we are working to address the issue in question to get it resolved as fast as possible.

    How does it work? Once you’ve opened your ticket, you will be presented with the option to upgrade the ticket to First-Track. Once the option is enabled, you will be forwarded to the invoice to complete payment. Once the invoice has been paid, the ticket will be upgraded to high priority and all staff members assigned to the support department for your ticket will be notified immediately. Please note that not all departments (such as sales and billing) offer Fast-Track support.

    fast-track-support

    We’ve already had several uses of this new system and the response has been great! Most issues were responded to and resolved within 3 minutes!

    If you have any questions, concerns or comments, please let us know!

    Thank you for choosing ASPnix as your web hosting provider!

     

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