Past Incidents

Dear Customer,

We have been going through the process of re-provisioning clients virtual machines that were on the failed node. If you have still having trouble with your virtual machine, please contact our support Team on live chat, Ticket or Phone Line.

============

Dear Customer,

One of the component has failed for Node WK-LINVPS-007, the Failed component can't be repaired or replaced. Our engineers have been working throughout the night for migrating the data to another server and tried to bring RAID array online on the new node.

As per the latest update from our engineers, due to the severity of the hardware failure, they are unable to bring the array back online.

For any further updates kindly contact our support Team on live chat, Ticket or Phone Line.

======================

Dear Customer,

Servers on Node WK-LINVPS-007 are inaccessible. We are investigating potential fixes We will update you as and when We get more information

Phonelines are online now and we have fixed the issue. You can get to us on Phone, Live Chat and Ticket.

Regards, John

Dear Customer,

Phone Lines are down and our engineers are working on the issue. You can still contact our support team through live chat or support ticket.

Regards, Phone Support Team

RESOLVED (Monday 17th Jan 2022) - After a period of monitoring, we are now satisfied that the fixes applied to the storage array over the weekend have resolved all the outstanding issues with the array.

We apologies for any inconvenience that has been caused by this incident and advise that if you are still experiencing issues to raise this through the normal support channels.

UPDATE (Sunday 16th Jan 2022) - The storage vendor has been working throughout the night\early morning and are now reporting that the platform is not now reporting errors, However, another upgrade was still in the process of being run and then the platform was to be monitored to ensure it was in a healthy state.

Please be advised, that until we get confirmation from the storage vendor that things have been fully resolved, that there may be a risk of further performance degradation.

UPDATE (Saturday 15th Jan 2022) - The storage vendor was able to perform the firmware upgrade late last night\early hours of this morning and system performance has stabilised.

However, the upgrade did not resolve all the outstanding issues, and we are continuing to work with the vendor to resolve these. Please be advised that until these final issues have been resolved there may be a risk of further performance degradation.

UPDATE - all servers have now been powered up. Our storage provider has found errors within the storage and are in the process of analysing the logs to see what the causes are. Once this has been identified then a solution has to be agreed on and put in place.

At this moment in time you may still experience performance issues. A further update will be provided as soon as we have this

18:52 (GMT) UPDATE - investigations are still on going by the storage provider to diagnose and resolve the issue that is being experienced. Further updates will be provided as and when we receive them

UPDATE - this has been raised as a priority 1 issue with our storage vendors and we will provide further update as we gather them.

Dear Customer,

Our engineering team are investigating an issue with the Wakefield Cloud platform where some customers are experiencing outages.

We apologise for any inconvenience caused and If you have any questions or concerns, please contact us by opening a support ticket on your account.

The team are working to determine the scope of the incident and we will update customers as we gather further information.

Servers on Node WK-LINVPS-006 are inaccessible. We are investigating potential fixes We will update you as and when We get more information

=============== Dear Customer,

The engineers resolved the issue in the early hours of this morning, which was down to a hardware failure on the host. Once the hardware was replaced and the host powered up, all underlying virtual servers came back online.

We apologize for any inconvenience this caused.

UPDATE

We have determined that the network outage affecting the York Data Centre last night was caused by one of our upstream connectivity providers performing unplanned maintenance work on their core network.

We are working with them to try and understand in more detail the specifics of this incident and how similar incidents can be prevented from occurring in the future and apologise for any inconvenience this outage caused.

==========================

UPDATE

We have been informed that this issue has been resolved. Our internal team here have been checking the network and can advise that we are able to connect to servers and the network in the York Data Center.

We will continue to liaise with the Data Center and will request the root cause of this major incident, the solution to resolve the issue and what will be put in place so that it will not happen again.

Our team of engineers have been alerted to an issue with York Data Centre network and are actively investigating this problem. We understand that you could be experiencing connectivity issues at this moment in time. We have been in touch with the Data Center team and they are aware of an issue and are working on this. We will endeavour to update customers as we gather further information of the incident and possible fixes. We apologise for any inconvenience caused and If you have any questions or concerns, please contact us by opening a support ticket on your account.