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    System Support Notices

      Current and Past Issues
    The most current information available about outages, maintenance, or other known problems is posted here.  Please check these notices before contacting support.



    [Nov 05, 2006, 06:31 PM]  Email Upgrades Complete
    All email system upgrades are complete, with downtime of less than one hour. This platform upgrade brings substantial additional capacity for future growth, groupware support, and a new feature-rich webmail interface. If you experience problems with a previously working mailbox or forwarder, please contact our Support department with a description of the issue. Ecompro Support Contact Options
    [Nov 03, 2006, 09:00 PM]  Important Notice: Final Email Conversion
    Beginning around 4:00 p.m. Eastern time on Sunday, November 5th, we will be taking down our legacy email system and converting all accounts to our new messaging platform. It is necessary to take email services offline to prevent corruption should the contents of a mailbox change (new messages coming in, or users deleting messages) while mailbox conversion is under way. We anticipate total downtime of approximately 1 hour. Please plan accordingly for this downtime, as we work to make your service even better.
    [Nov 02, 2006, 08:03 PM]  Mail Service Back Online
    The first stage of our mail system upgrade is complete and mail service is back online. Another maintenance window will be required this weekend for final conversion. We will post a notice at least a day in advance so you can plan accordingly.
    [Nov 02, 2006, 07:01 PM]  Mail System Upgrades
    Tonight at 7:30 p.m. Eastern time, we will begin a major system-wide upgrade of our email system. Mail service downtime is expected to be less than 1 hour. Another notice will be posted at the conclusion of this upgrade.
    [Aug 05, 2006, 09:45 PM]  Network Maintenance and Upgrades Complete
    The scheduled maintenance and upgrades are concluded. We are pleased to announce the most significant upgrade is the replacement of all legacy firewall systems with the industry-leading Juniper Netscreen platform at all points of entry into our network. This equipment brings greater security and improved protection against denial of service attacks. We apologize for any inconvenience this evening's maintenance may have caused.
    [Aug 05, 2006, 03:14 PM]  Scheduled Network Mainenance
    Beginning around 4:00 p.m. this afternoon, we will be performing network maintenance and upgrades. The impact on customer traffic should be minimal.
    [Jun 21, 2006, 09:24 AM]  Network Issue
    This morning around 5:00 a.m. one of our primary firewalls stopped passing traffic, causing a portion of our network to become inaccessible. After extensive troubleshooing it was determined the unit should be removed from service. We replaced that firewall and traffic delivery to the affected portion of the network has returned to normal. We apologize for any inconvenience.
    [May 17, 2006, 07:57 AM]  Server Maintenance
    This morning around 7:45 a.m., user servers www1, www2, and www3 were taken offline briefly for maintenance. Downtime was approximately 5 minutes per server.
    [Jan 16, 2006, 11:19 AM]  Power System Issue
    Shortly after 10:00 a.m. today, a breaker that serves one of the branch circuits in one of our racks failed. As a result, 14 servers lost power. The breaker has been replaced and the affected servers brought back online. Several required file system checks, delaying their return to operation. We apologize for any inconvenience this may have caused.
    [Nov 13, 2005, 03:22 PM]  Network Outage
    Around 2:00 a.m. Eastern time the telecommunications facility through which we purchase internet connectivity began upgrading the operating code on their core routing equipment. During this process a catastrophic failure occurred which resulted in intermittent slowdowns for all customers connecting through this facility. The condition steadily worsened, and by around 9:00 a.m. the net result was a complete loss of connectivity on all circuits. At approximately 3:10 p.m., connectity was restored.

    At no time were our own servers or internet circuits down, nor was any customer data lost. The failure occurred within the core network of the telecommuncations facility to which our circuits are connected. We sincerely apologize for any inconvenience today's outage may have caused.
    [Nov 10, 2005, 07:38 AM]  Mail Server Emergency Maintenance
    Our primary mail server had to be taken offline shortly after 6:00 a.m. Eastern time for emergency maintenance. It has now been returned to full normal service with no loss of data. We apologize for any inconvenience this may have caused.
    [Aug 14, 2005, 11:00 AM]  Scheduled Upgrades
    As a proactive measure to keep server performance at peak levels, between 12:00 p.m. and 4:00 p.m. Eastern time today, all www and mail servers will be taken offline briefly for hardware upgrades. Downtime per server should be less than 10 minutes.
    [Aug 14, 2005, 10:01 AM]  Emergency Maintenance
    Around 9:30 a.m. Eastern time, a RAID disk array attached to our primary mail server and one web server experienced an error and had to be taken offline for emergency maintenance. This necessitated taking the two connected servers offline while repairs were underway. Both servers and the array have been returned to normal service, with a total downtime of approximately 25 minutes. No data was lost. We apologize for any inconvenience.
    [Aug 10, 2005, 06:52 AM]  Scheduled Maintenance
    Beginning around 7:00 a.m. Eastern time, all user www and mail servers will be taken offline briefly for maintenance. Downtime per server should be less than 5 minutes.
    [Jun 06, 2005, 09:57 AM]  Network Issue Resolved
    Around 9:38 a.m. Eastern time we noticed a drop in inbound traffic to our network. The problem was traced to an upstream router with one of our carriers and has been corrected. Traffic is flowing normally again. We apologize for any inconvenience this may have caused.
    [May 09, 2005, 09:10 PM]  Network Routing Issue
    This evening around 8:30 p.m. Eastern time, we saw indications of an internal routing issue which caused intermittent connectivity problems for some hosts within our network. The problem has been corrected, and traffic is flowing normally again. We apologize for any inconvenience.
    [Apr 05, 2005, 10:31 PM]  Scheduled Maintenance
    This evening beginning around 11:00 p.m. Eastern time, all user web and mail servers will be taken offline for maintenance. Downtime should be less than 15 minutes per server. We apologize for any inconvenience.
    [Mar 28, 2005, 10:19 AM]  Control Panel Maintenance
    This morning after 11:00 a.m. Eastern time, additional control panel maintenance will be performed. Users may experience brief interruptions in control panel availability. We apologize for any inconvenience this may cause.
    [Mar 26, 2005, 08:06 PM]  Control Panel Maintenance
    This evening after 8:30 p.m. Eastern time, we will be taking the account Control Panel offline for maintenance. Downtime should be less than 15 minutes.
    [Mar 20, 2005, 07:02 PM]  Scheduled Maintenance
    Beginning after 7:30 p.m. Eastern time, we will be performing maintenance on all web servers. Downtime per server should be under 10 minutes.
    [Mar 11, 2005, 11:21 AM]  Level3 Connectivity Issue
    We are seeing intermittent connectivity issues with Level3 this morning. The explanation we've been given is they have several circuits down, and the BGP session on the router terminating those circuits has failed to timeout. Thus, Level3 is accepting traffic for routes it does not have available, and subsequently blackholes the traffic. We have removed Level3 from our BGP route announcements; however, customers whose local ISPs use Level3 for transit may still experience intermittent problems until the issue is resolved.
    [Feb 26, 2005, 09:57 AM]  Scheduled Maintenance
    Beginning around 11:30 a.m. Eastern time this morning, all www and mail servers will be taken down briefly for firmware upgrades. Downtime per server should be approximately 10 minutes.
    [Feb 08, 2005, 08:55 PM]  Scheduled Maintenance
    Around 9:00 p.m. Eastern time, we will begin maintenance on all user servers to apply security updates. Downtime per server should be under 10 minutes.
    [Jan 29, 2005, 12:04 PM]  ColdFusion Maintenance
    Beginning around 12:00 p.m. Eastern time, ColdFusion enabled user servers will receive scheduled maintenance. Downtime per server should be less than 10 minutes.
    [Jan 03, 2005, 10:52 AM]  www2 RAID Volume Rebuild Complete
    The RAID volume rebuild on www2 is now complete, and the server has returned to full normal service.
    [Jan 03, 2005, 10:01 AM]  www2 RAID Array Volume Rebuild
    Server www2 became unresponsive in service and was rebooted. After the server came back online an inconsistency was found in the RAID array, which triggered a volume rebuild. Performance may be somewhat degraded during the next hour while the disks are busy rebuilding the volume. No user data was lost.
    [Dec 08, 2004, 08:34 PM]  Maintenance Complete
    The scheduled network maintenance is complete. Downtime was under 15 minutes.
    [Dec 08, 2004, 04:50 PM]  Planned Maintenance
    Around 7:30 p.m. this evening, we will begin performing scheduled maintenance on various elements of our network. This will result in a brief service outage. Another notice will be posted when the maintenance is complete.
    [Dec 02, 2004, 05:37 AM]  Scheduled Maintenance
    Beginning around 6:00 a.m., all servers will receive system maintenance followed by a reboot. Downtime per server should be less than 5 minutes.
    [Oct 26, 2004, 04:16 PM]  Control Panel Downtime
    The master control panel server was taken offline briefly for emergency maintenance. During this time, some user websites may have been inaccessible as well. Downtime was approximately 10 minutes.
    [Oct 12, 2004, 01:29 PM]  Network Outage
    Shortly after 1:00 p.m. today, a BGP routing issue caused parts of our network to become temporarily inaccessible. The problem was corrected after a duration of approximately 15 minutes. We apologize for any inconvenience.
    [Aug 30, 2004, 11:26 AM]  www2 Reboot
    www2 was rebooted to clear a memory issue. Downtime was less than 5 minutes.
    [Aug 05, 2004, 03:34 PM]  Network Downtime
    At approximately 2:55 p.m. Eastern time today, a massive utility power feed spike critically damaged the primary UPS cluster which powers the datacenter in which our equipment resides. Power was promptly restored from secondary UPS clusters and backup maintenance power. Due to the severity of damage, the primary UPS cluster has been taken out of service and will be replaced within the next few hours. Total downtime was approximately 12 minutes.
    [Jul 30, 2004, 09:50 PM]  Scheduled Maintenance
    Tonight after 10:00 p.m. Eastern time, all servers will undergo maintenance followed by a reboot. Downtime per server should be less than 5 minutes.
    [Jul 13, 2004, 07:04 PM]  Scheduled Maintenance
    Tonight after 8:00 p.m. Eastern time, all servers will be taken offline briefly for maintenance. Downtime per machine should be less than 5 minutes.
    [Jul 13, 2004, 02:14 PM]  Temporary Outage
    Shortly before 2:00 p.m. Eastern time, we experienced a fiber issue connecting a primary distribution switch to the network core. This caused a brief but widespread blackout to many parts of our network. Downtime was less than 15 minutes.
    [Jun 27, 2004, 01:47 PM]  www1 Maintenance Complete
    The chassis swap for www1 is complete. Downtime was approximately 15 minutes.
    [Jun 27, 2004, 10:38 AM]  www1 Scheduled Maintenance
    Beginning around 11:30 a.m. this morning, www1 will be taken offline briefly for a chassis swap. Downtime should be less than 15 minutes. Another notice will be posted when the maintenance is complete.
    [Jun 25, 2004, 02:05 PM]  Server Downtime
    www2 and our primary mail server were taken offline briefly for unscheduled maintenance. Downtime was less than 10 minutes per server.
    [May 18, 2004, 07:18 PM]  Perl 5.8.3 Upgrade
    All web servers were upgraded from Perl 5.8.2 to 5.8.3 this evening.
    [May 16, 2004, 03:30 PM]  Email Virus Filtering Implemented
    As you know, the level of virus infected email traffic worldwide has increased dramatically over the past year, and poses a serious threat to individual and corporate systems. We are pleased to announce that as of today, all Ecompro mail servers have been upgraded with server-side email antivirus filtering. All incoming mail will be scanned for viruses prior to delivery.
    [May 04, 2004, 09:20 PM]  Mail Server Upgrades
    This evening after 9:30 p.m. Eastern time, the mail servers will be taken offline briefly for upgrades. Downtime per server should be less than 5 minutes.
    [Apr 13, 2004, 11:42 PM]  System Updates
    Between 11:00 and 11:40 p.m. Eastern time, all user servers received security updates followed by a reboot. Downtime per server was less than 5 minutes.
    [Apr 10, 2004, 01:52 PM]  Server Maintenance
    Beginning around 2:00 p.m. Eastern time, all www and mail servers will undergo system maintenance, followed by a reboot. Downtime per server should be less than 5 minutes.
    [Mar 21, 2004, 10:55 PM]  Critical Outage
    This weekend two of our www servers suffered catastrophic failure resulting in an extended outage for much of the day Saturday while the cause of failure was identified and corrected. Due to the highly unusual mode of failure, a multi-staged recovery process was necessary to minimize the possibility of customer data loss and assure the most reliable recovery possible. The most recent backups were performed after 11:00 p.m. Eastern time on Friday, prior to the outage which began around 8:20 a.m. Saturday. Services were tentatively restored around 5:00 p.m. Saturday, while we continued recovery overnight and throughout the day on Sunday. Another brief outage of approximately 15 minutes occurred Sunday evening around 8:30 p.m. when we implemented the final stage of recovery and brought the affected servers back to full normal service. If you made any content changes to your website between 11:00 p.m. Friday and 8:30 p.m. Sunday, please check your site to determine if you need to re-upload any files.
    [Mar 07, 2004, 09:38 PM]  Network Issue Resolved
    This evening we have been working with one of our upstream carriers to resolve a configuration issue which prevented us from utilizing the full capacity of our circuit to their network. Some users may have experienced brief losses of connectivity or intermittent slowdowns. The issue was resolved at 9:19 p.m. Eastern time, and we are now seeing significantly improved performance on that circuit.
    [Mar 06, 2004, 09:00 AM]  www Server Maintenance
    Beginning at 9:00 a.m. all user www servers will have their web services stopped briefly for a security configuration change. Downtime for each server should be less than 2 minutes.
    [Feb 29, 2004, 04:39 PM]  Mail Delivery Problem
    We have discovered a configuration issue related to yesterday's network upgrade that caused certain outbound mail relayed through our SMTP servers to be delayed or returned as undeliverable. The problem was sporadic and did not affect all destinations. This issue only affected customers using an Ecompro mail server for SMTP (outbound) mail delivery; customers using their local ISP's mail server were not affected. This issue has been corrected and mail delivery has returned to normal service. We apologize for any inconvenience this may have caused.
    [Feb 28, 2004, 12:27 PM]  Network Maintenance Complete
    At this time our network upgrade is complete, with total downtime of 2 hours 37 minutes. This transition has greatly expanded our internet gateway, routing options, and redundancy. As part of our upgrade, the Cogent circuit has been replaced with connectivity from Global Crossing, a Tier I carrier with extensive global peering and backbone speeds of OC-192/STM-64. We appreciate your patience this morning while the upgrade was underway.
    [Feb 28, 2004, 09:03 AM]  Network Maintenance Window Begins
    Per the schedule published to all of our customers, a major network upgrade is now underway. Downtime may occur at any time during the maintenance window, which is scheduled from 9:00 a.m. to 1:00 p.m. Eastern time. Total downtime is expected to be less than 3 hours in duration. We will post another notice at the conclusion of our maintenance.
    [Feb 14, 2004, 04:24 PM]  Power Distribution Failure
    A failure of a UPS that powers one of our distribution switches caused that switch to temporarily lose power. No servers lost power, but there was a brief interruption of network connectivity for hosts on that segment. The UPS has been replaced and the switch has returned to normal service. Downtime was less than 10 minutes.
    [Feb 07, 2004, 10:19 PM]  Mail Delivery Problems
    A DNS issue has been discovered that caused mail delivery problems, or the inability to retrieve mail from the server, this afternoon for some users on our network. This problem has now been corrected, and mail delivery should quickly return to normal. We apologize for any inconvenience this may have caused.
    [Jan 19, 2004, 07:46 PM]  Perl 5.8.2 Installation
    This evening after 8:00 p.m. Eastern time, the www service on each user server will be stopped briefly for installation of Perl 5.8.2, which will be made available for all accounts at Webmaster level and higher. Downtime per server should be less than 5 minutes.
    [Jan 03, 2004, 11:00 PM]  Server Maintenance
    Beginning around 11:15 pm Eastern time, all www servers will receive system maintenance followed by a reboot. Downtime per server will be less than 5 minutes.
    [Dec 19, 2003, 07:33 AM]  Distribution Switch Failure
    Beginning around 3:15 a.m., an issue developed with one of our distribution switches that resulted in intermittent connectivity loss through a portion of our network. We have performed maintenance on that device and normal operation has been restored. As a precaution, this unit will be replaced during a future maintenance window.
    [Dec 08, 2003, 12:41 PM]  www2 Downtime
    www2 was taken offline briefly for maintenance. Downtime was less than 3 minutes.
    [Nov 28, 2003, 03:35 PM]  Control Panel Server Online
    The master control panel server has returned to normal service. While the server was offline, we performed disk and memory upgrades originally scheduled for this weekend to avoid taking the server offline a second time. We apologize for any inconvenience this maintenance may have caused.
    [Nov 28, 2003, 02:11 PM]  Control Panel Downtime
    The server which operates as a master for our user control panel is currently offline for emergency maintenance. Users will be unable to connect to their account control panel at this time.
    [Nov 17, 2003, 11:25 PM]  Network Issue
    Around 9:35 p.m. we saw a drop in inbound traffic which was traced to an outage within Cogent's network. It appears they continued to advertise routes to our network during the outage, even though that path was down. Customers who normally reach us via the Cogent circuit would have experienced intermittent or complete loss of connectivity. At this time, the issue appears to have been resolved. Traffic carried over other circuits was unaffected. While this particular issue was outside of our network and beyond our control, we are making changes to reduce the impact such an event could have on our service in the future.
    [Nov 02, 2003, 10:00 AM]  Maintenance Reboots
    Beginning at 10:00 a.m. Eastern time, all www servers will undergo system maintenance, followed by a reboot. Downtime per server will be less than 5 minutes.
    [Sep 28, 2003, 04:44 PM]  www1 Downtime
    www1 was taken offline for a physical relocation, and we took that opportunity to increase disk capacity. Even though the new disk had been tested prior to installation, it failed shortly after bootup, requiring us to extend the maintenance window. The server was returned to normal service after a total downtime of approximately 20 minutes.

     
     

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