Telephone Connectivity Issues

WP Engine : December 6, 2016 9:12 am : WP Platform

[UPDATE 10:50 AM CT] Phone connectivity appears to have remained stable, but we’re still in communication with our phone provider to ensure the underlying issue has been resolved. Additional updates will be provided here once we receive confirmation.

[UPDATE 9:55 AM CT] We’re seeing phone connectivity return, but it appears to be intermittent at this time. We are also receiving reports of calls dropping while in progress. We’re continuing to work with our phone provider and will give further updates here as they come.

[9:12 AM CT] We have observed issues when receiving phone calls in our Support team. Our phone provider has identified this as an issue on their end. We are continuing to work with them to resolve this problem.

Please utilize Live Chat through the User Portal if you have any issues with our phone support. We apologize for the inconvenience.

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Emergency Security Maintenance

WP Engine : December 2, 2016 11:00 pm : WP Platform

UPDATE: Maintenance for our U.S. datacenters has completed at this time. We appreciate your patience as we worked through this security update.

Hello,

WP Engine will be conducting an emergency security maintenance today that may impact a subset of our customers located in U.S. datacenters. Recently, the Linux information security community identified a common vulnerability that exists within Linux kernels.  In order to address the vulnerability, an update and reboot is required.  As such, WP Engine is taking the appropriate steps to apply updates to customer environments which may result in minimal interruption of service. Please note that this update isn’t specific to the WP Engine platform, as many other hosts require the same kernel update.  

In order to implement the patch, WP Engine will be rebooting impacted servers. This emergency maintenance is expected to take place on your site during a window tonight on Saturday December 3rd starting at 12:01AM Central until 7:00AM.

We believe that the maintenance may result in up to a 10 minute interruption of service to your site during this server reboot. Outside of the downtime, there should be no impact to your site. We will be monitoring the situation closely and communicating with the infrastructure provider regularly to ensure minimal disruption to your site.

We apologize for any inconvenience this may cause.

At WP Engine we take the security of your site seriously. Thank you for the opportunity to support your business.

Comments are closed

Emergency Security Maintenance

WP Engine : December 2, 2016 5:52 pm : WP Platform

UPDATE: Maintenance for our European datacenters has completed at this time. We appreciate your patience as we worked through this security update.

 

WP Engine will be conducting an emergency security maintenance today that may impact a subset of our customers located in European datacenters. Recently, the Linux information security community identified a common vulnerability that exists within Linux kernels.  In order to address the vulnerability, an update and reboot is required.  As such, WP Engine is taking the appropriate steps to apply updates to customer environments which may result in minimal interruption of service. Please note that this update isn’t specific to the WP Engine platform, as many other hosts require the same kernel update.  

In order to implement the patch, WP Engine will be rebooting impacted servers. This emergency maintenance is expected to take place on your site during a window tonight on Friday, December 2nd starting at 6:00PM Central until 11:00PM.

We believe that the maintenance may result in up to a 10 minute interruption of service to your site during this server reboot. Outside of the downtime, there should be no impact to your site. We will be monitoring the situation closely and communicating with the infrastructure provider regularly to ensure minimal disruption to your site.

We apologize for any inconvenience this may cause.

Comments are closed

Emergency Security Maintenance

WP Engine : December 2, 2016 8:23 am : WP Platform

UPDATE: Maintenance for our Asia/Pacific datacenters has completed at this time. We appreciate your patience as we worked through this security update.

Hello,

WP Engine will be conducting an emergency security maintenance today that may impact a subset of our Asia/Pacific-located customers. We want to provide as much information as we can, however as is common with security issues such as this, the details of this security advisory are currently under embargo. 

In order to implement the patch, WP Engine will be rebooting impacted servers. This emergency maintenance is expected to take place on your site during a window today on Friday, December 2nd starting at 9:00AM Central until 2:00PM.

We believe that the maintenance may result in up to a 10 minute interruption of service to your site during this server reboot. Outside of the downtime, there should be no impact to your site. We will be monitoring the situation closely and communicating with the infrastructure provider regularly to ensure minimal disruption to your site.

We apologize for any inconvenience this may cause.

At WP Engine we take the security of your site seriously. Thank you for the opportunity to support your business.

Comments are closed

Intermittent Support Chat Connectivity

WP Engine : November 29, 2016 7:28 am : WP Platform

[Update 8:40AM CST] Our vendor has reported that all systems are operational. Chat functionality has returned to normal. Thank you for your patience.

[Update 8:00AM CST] Our vendor has implemented a fix for the connectivity issues and we’re currently monitoring its effectiveness.

Currently some users are experiencing intermittent issues accessing and using support chat. We are working with our 3rd Party chat vendor to resolve these issues at this time. This page will be updated with more information as it becomes available. We apologize for any inconvenience.

 

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Telephone Connectivity Issues

WP Engine : November 28, 2016 9:59 am : WP Platform

[UPDATE] 4:00 AM CT –  Our 3rd party phone provider reports that all issues have been resolved.

[UPDATE] 10:02 PM CT – Performance continues to improve but we are still experiencing intermittent connectivity.  You should be able to reach our support team by phone, however, if you experience any issues Live Chat is available 24/7

[UPDATE] 3:02 PM CT –  Our 3rd party phone provider has advised that the performance is improving and phones are slowly coming back online.  Thank you for your continued patience.  Please continue to use our Live Chat support via the User Portal if you are unable to reach us by phone.  We will continue to provide updates via this thread.  Thank you.

[UPDATE] 1:21 PM CT – Our 3rd party phone provider’s network engineers are making progress on mitigating the DDoS attack.  We expect the issue to be resolved shortly.  Please use our Live Chat support via the User Portal if you are unable to reach us by phone.  We’ll continue to update you via this thread as we have updates.

[UPDATE] 12:49 PM CT – We continuing to see the effects of the DDoS attack with intermittent connectivity. Some of you may have experienced longer than normal wait times, and we urge you to use our Live Chat through the User Portal if you experience any of these issues. We’ll continue to update you via this thread as we have updates.

[UPDATE] 12:09 PM CT – We are starting to see reports of the issue resurface. Our 3rd party phone provider have confirmed that they are currently experiencing a DDoS attack, and it is directly related to this issue. We are continuing to work with them on this matter, and as we have more information, we will continue to update you.

[UPDATE] 11:09 AM CT – At this time, we are not getting any further reports of this issue on our end, but it does not appear to be fully resolved. Continuing to work with our 3rd party phone provider they continue to see improvements. We will close this issue once it has been resolved.

[UPDATE] 10:39 AM CT – At this time, our 3rd party phone provider has isolated the this issue to their local network, and are continuing to work towards alleviating these issues.

We are seeing the connectivity issue go away on our end, and have received reports of this from our phone provider as well. As they continue to work to fully resolve this issue, we will keep you updated via this thread.

[UPDATE] 10:14 AM CT – After continuing to work with our 3rd party phone provider, they are currently experiencing a P2 event with multiple clusters reporting issues accessing the login page. Their NOC team is actively working to identify root cause of this issue.

Thank you for your patience, and we will continue to update you as more information becomes available. Please feel free to contact us via Live Chat in the meantime.

09:59 AM CT [START] – We have observed issues when receiving phone calls in our Support team. Our phone provider has identified this as an issue on their end. We are continuing to work with them to resolve this problem.

Please utilize Live Chat through the User Portal if you have any issues with our phone support. We apologize for the inconvenience.

Comments are closed

Emergency Security Maintenance Tonight

WP Engine : November 19, 2016 11:19 pm : WP Platform

Hello,

WP Engine will be conducting an emergency security maintenance tonight that may impact a subset of our Asia/Pacific-located customers. We want to provide as much information as we can, however as is common with security issues such as this, the details of this security advisory are currently under embargo.

In order to implement the patch, WP Engine will be rebooting impacted servers. This emergency maintenance is expected to take place on your site during a window tonight Saturday, November 19th starting at 12:00AM Central until 7:00AM.

We believe that the maintenance may result in up to a 10 minute interruption of service to your site during this server reboot. Outside of the downtime, there should be no impact to your site. We will be monitoring the situation closely and communicating with the infrastructure provider regularly to ensure minimal disruption to your site.

We apologize for any inconvenience this may cause.

At WP Engine we take the security of your site seriously. Thank you for the opportunity to support your business.

Comments are closed

Emergency Security Maintenance Tonight

WP Engine : November 18, 2016 10:57 pm : WP Platform

Hello,

WP Engine will be conducting an emergency security maintenance tonight that will impact your sites. We want to provide as much information as we can, however as is common with security issues such as this, the details of this security advisory are currently under embargo.

In order to implement the patch, WP Engine will be rebooting impacted servers. This emergency maintenance is expected to take place on your site during a window tonight Friday November 18th starting at 12:00AM Central until 7:00AM.

We believe that the maintenance may result in up to a 10 minute interruption of service to your site during this server reboot. Outside of the downtime, there should be no impact to your site. We will be monitoring the situation closely and communicating with the infrastructure provider regularly to ensure minimal disruption to your site.

We apologize for any inconvenience this may cause.

At WP Engine we take the security of your site seriously. Thank you for the opportunity to support your business.

Comments are closed

Emergency Security Maintenance Tonight

WP Engine : November 18, 2016 12:24 am : WP Platform

Hello,

WP Engine will be conducting an emergency security maintenance tonight that will impact your sites. We want to provide as much information as we can, however as is common with security issues such as this, the details of this security advisory are currently under embargo.

In order to implement the patch, WP Engine will be rebooting impacted servers. This emergency maintenance is expected to take place on your site during a window tonight Friday November 18th starting at 12:00AM Central until 7:00AM.

We believe that the maintenance may result in up to a 10 minute interruption of service to your site during this server reboot. Outside of the downtime, there should be no impact to your site. We will be monitoring the situation closely and communicating with the infrastructure provider regularly to ensure minimal disruption to your site.

We apologize for any inconvenience this may cause.

At WP Engine we take the security of your site seriously. Thank you for the opportunity to support your business.

Comments are closed

All Systems Operational

WP Engine : November 12, 2016 9:30 am : WP Platform
Comments are closed
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