Author Archives: Roberto

Configuration Issue Causing High Load

We are currently experiencing a configuration issue that is causing higher than normal load on some clusters in our network. This is resulting in some sites being unavailable or extremely slow to load and is unrelated to the attacks from earlier.

We will update again as soon as this has been cleared up and begins subsiding.

If you have questions or concerns, please submit a ticket via the https://my.pressable.com control panel.

UPDATE 5:05PM CST: At this time we’re seeing stability return to our systems. However, we’re still investigating with partners to determine the root cause of issues earlier. We’ll provide an update when we’re confident in the stability of the systems.

UPDATE 5:53PM CST: We are continuing to see a configuration issue that is causing higher than normal load on some clusters in our network. This is resulting in some sites being unavailable or extremely slow to load and is unrelated to the attacks from earlier. We will update again as soon as this has been cleared up and begins subsiding.

UPDATE 6:40PM CST: Servers have again returned to normal levels, but until we’ve determined the root cause we won’t call this resolved. Please stay tuned to the status blog for updates.

UPDATE 8:55PM CST: Our team is still working with providers to determine the root cause of these issues. We’ve continued to see relatively normal operating levels across our machines, but until we’re able to determine the root cause we won’t be out of the woods. Thanks for your continued patience on a very trying day for all involved.

Botnet Attack Causing Issues Across Network

Howdy,

Our servers are currently under attack and this has caused some of our databases to run behind and result in sites not displaying, updating, or functioning properly.

We have already begun banning IPs before they hit out load balancers and are working toward reducing the impact and footprint of this.

We will update the status blog again once this attack has subsided.

If you have questions or concerns, please contact our helpdesk via your panel at  https://my.pressable.com.

Thank you!

UPDATE – 01/05/2015 @ 11:56AM Central: 

We are seeing the slave database servers as caught up and sites should be functioning properly now. If you are still experiencing issues, please contact us via https://my.pressable.com

UPDATE – 01/05/2015 @ 12:25AM Central: 

The slave databases have fallen behind again and we are attempting to get them caught back up. Although they had originally caught back up, they are now behind once more and you may be experiencing some issues (logging in to your site, content updates not display, etc.). We will update once we have seen sustained stability and synchronization on these database servers.

Please let me know if you have any questions, thanks!

Server Outages

Howdy,

We are currently experiencing an issue with sites being down on a small portion of our network. This issue is a result of some of our servers going offline unexpectedly. We are working with Rackspace on getting these machines back up right now and things will resume working normally shortly.

If you have any questions or concerns, please contact our help desk via the https://my.pressable.com control panel.

UPDATE December 4th, 2014 @ 8:40AM Central: A large majority of servers are back online and functioning properly. We have a couple more servers waiting to come back online but most sites are back up and functioning properly again. We will update once more as soon as all servers are back online and functional.

UPDATE December 4th, 2014 @ 9:00 AM Central: All servers and sites are now back online and functional. If for some reason you are still seeing a site offline, please let us know and we can figure out what is causing it.

Thanksgiving Holiday Support Hours

Howdy,

2014 has nearly run its course and the holiday season is upon us. The Pressable staff wants to thank everyone for supporting us through this year and helping us find new ways to improve our services.

In observance of the holiday on November 27th, 2014, we will have a reduced support staff on hand and will be operating with minimal support response on both November 27th and 28th. We will resume operating under normal support hours on November 29th, 2014.

Minimal Support Response means that we won’t be available to respond to non-emergency requests. There will be support staff standing by, but we use our best judgement to determine emergency issues that need our attention immediately.

We hope everyone enjoys their holiday and look forward to serving you through the rest of the year.

Thank you!

Sporadic Functionality of Deploys and Clones

We are currently experiencing an issue that is causing clones and new site deploys to function sporadically.

Some customers are experiencing issues cloning sites and reporting unfinished clones. New site deploys are functioning for a large majority of our customers but there are still cases where new site deploys are not working.

We are attempting to resolve these issues as quickly as possible and will update this status blog as more information comes available.

If you have questions or concerns, please contact us by submitting a help desk request via your https://my.pressable.com control panel.

UPDATE Nov. 21, 2014 @ 10:41AM CST: Deploys across our systems are now working properly effective immediately. We are still working on fixing cloning across the board. We discovered that clones broke partially due to a fix we put in for POODLE recently. We will update again once this issue is resolved.

UPDATE Nov. 25, 2014 @ 9:20AM CST: Deploy functionality continues to work properly across our systems. The team is still working to resolve the incompatibilities with our cloning functionality and the increased security put in place post-POODLE.

UPDATE Dec. 1, 2014 @ 10:38AM CST: We are continuing to work on fixing the cloning issues from this past week. We have removed all clones that failed while this has been happening. We are asking for customers to refrain from attempting to clone until this issue has been patched fully. We will update again as soon as the cloning issue has been resolved.

POODLE SSL Vulnerability

We are aware of the recently announced vulnerability in SSL called POODLE. This vulnerability affects a very small percentage of traffic on our systems.

You can read more about this vulnerability at the following links:

https://isc.sans.edu/diary/OpenSSL%3A+SSLv3+POODLE+Vulnerability+Official+Release/18827

Click to access ssl-poodle.pdf

The “fix” for this issue is to disable SSLv3 on servers and/or clients that utilize it. Fortunately, it is in use in a very small percentage of traffic and is not likely to hinder traffic to sites we host in any significant capacity.

The recommended solution to this problem will make clients using Internet Explorer 6 running on Windows XP or older recieve an SSL error.

Currently, this fix will also break the Pingdom monitoring service SSL check. Pingdom is aware of this issue and is making the appropriate changes to their systems.

We are aware of the inconvenience this may cause, but we believe that this is the right thing to do.

You can see larger providers implement similar policies here.

https://chargify.com/blog/dropping-sslv3/
https://blog.cloudflare.com/sslv3-support-disabled-by-default-due-to-vulnerability/

If you have any questions or concerns, please contact our help desk by submitting a ticket from https://my.pressable.com.

RESOLVED: Intermittent my.pressable.com Control Panel Downtime

Howdy,

We created a previous post about our email provider outage potentially causing issues with email sending from our servers but wanted to specifically point out that this also affects the https://my.pressable.com control panel.

Users are seeing the control panel time out or be completely unresponsive on an intermittent basis.

These issues are also related to the same issues that are caupring problems with email in general because of the ties we in place for email on my.pressable.com.

As soon as Mailgun has these issues resolved, the control panel will function properly once more.

You can follow the status of the Mailgun issues here:

http://status.mailgun.com/incidents/9s93dc83gtlw

If you have quesitons or concerns, please send an email to help@pressable.com.

Thank you!

UPDATE 09/30/2014 @ 12:40 PM Central: Email issues with all sites have been resolved. http://status.pressable.com/2014/09/29/email-provider-outage-causing-issues/

RESOLVED: Email Provider Outage Causing Issues

Howdy,

Our email provider, Mailgun, is experiencing issues that is causing our customer emails to not be sent in some cases. This originally resulted in emails from sites not being sent appropriately in addition to ones that come from our https://my.pressable.com control panel.

These issues occur as a result of a larger emergency maintenance at Rackspace itself.

As this maintenance has progressed, our email provider has subsequently been able to restore service and emails from sites have begun sending on a much more consistent basis.

As of this morning, Mailgun is still working through some lingering issues and one of those issues affects emails being sent from our https://my.pressable.com control panel.

Once they are done addressing this, emails will work appropriately across our network again.

You can read more about the Mailgun outage here:

http://status.mailgun.com/incidents/9s93dc83gtlw

You can read some about the larger Rackspace Emergency Maintenance here:

https://status.rackspace.com/

If you have any questions or concerns, please contact our helpdesk at help@pressable.com.

UPDATE 09/29/2014 @ 11:07 AM Central: Our https://my.pressable.com control panel is experiencing intermittent downtime as a part of this ongoing issue. If you are having trouble accessing the control panel, you might try giving it a few minutes and trying again. Once this issue has subsided, the panel will work normally again.

UPDATE 09/30/2014 @ 6:30 AM Central: We’re still working with our email provider (Mailgun) to resolve lingering issues caused by their downtime. Currently issues seem to only be impacting customers in the same datacenter as Mailgun services. We’ll provide an update as soon as we’ve learned more from our provider.

UPDATE 09/30/2014 @ 11:00 AM Central: We’ve confirmed with our provider (Mailgun), that they are still experiencing issues with their systems. We’re in constant communication with them providing them details as they test fixes to bring services back to 100%. We’ll update you as we have more information.

UPDATE 09/30/2014 @ 12:40 PM Central: At this time mail services have been restored across our systems. Our tests show everything working properly now and we’re expecting no further issues with email delivery. A huge thanks to Rackspace and Mailgun for staying on top of this and getting things resolved.

Slave Databases Running Behind

Howdy,

We are currently experiencing an issues with our slave database servers that is causing some sites in our network to serve stale content. We are aware of these issues and are working toward resolving them now.

This is not currently causing sites to be unavailable, just serve old content in some cases.

If you have any questions or concerns, please contact our help desk by submitting a ticket via your https://my.pressable.com control panel.