Support Chat Unavailable

WP Engine : November 19, 2018 9:20 am : WP Platform

We are currently aware of an issue with our 3rd party chat platform that is making our chat services unavailable at the moment. We will update this post with more information as it becomes available but you can still call 1-877-973-6446 ext 2 for phone support at this time.

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Wide-spread Internet Outages

WP Engine : November 12, 2018 3:51 pm : WP Platform

[Update 5:25PM CST]: The issues with the ISP outages seem to be resolved now.  We have stopped getting reports of people unable to access their sites.

[Update 4:25PM CST]: We are still seeing reports of people being unable to access their sites.  We have confirmed that our datacenters are still fully operational. If you still can’t access your site try using another network to see if the results are the same.

We are seeing many reports of site outages and inability to access sites from our customers that appear to be a result of wide-spread outages affecting companies across the United States.  If you are not able to access your site please also check with your local ISP for any outages that may be in your region.  We are not seeing any issues with our platform at this time.

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User Portal Inaccessible

WP Engine : November 12, 2018 6:55 am : WP Platform

Hello, We are currently aware of an issue impacting the performance of the User Portal at https://my.wpengine.com.

We are currently investigating and will provide further updates here as they come.

At this time, the performance issues with the User Portal have been resolved. Please reach out to Support if you’re still experiencing issues.

 

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Intermittent Connectivity With CDN in Certain Regions

WP Engine : November 7, 2018 11:07 am : WP Platform

We’ve been made aware of connectivity issues impacting our 3rd party CDN provider. During this time you may not see CDN assets loading. A fix is currently being implemented, and in the meantime you may disable your CDN via your User Portal at https://my.wpengine.com or reach out to our Support team for assistance. We’ll provide further updates here as they come.

[UPDATE 11:45 AM CT] We’ve been seeing connectivity return to customers using CDN. We’ll continue to monitor to ensure stability and will update this page once resolved.

[UPDATE 12:45 PM CT] At this time CDN connectivity remains stable. If you’re still experiencing issues with regards to your CDN, please reach out to our Support team and we’ll be happy to assist.

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Degraded Performance for a Small Subset of Servers

WP Engine : October 27, 2018 2:38 pm : WP Platform

[UPDATE 12:32AM CDT]: Our engineers have completed the fix to mitigate the issue. Everything is back to normal functionality.

[UPDATE 3:19PM CDT] Our engineers has found the cause and are currently rolling out a fix to mitigate the issue now. We will post another update when we get the all clear that everything is back to normal.

We are aware that some customers are experiencing degraded performance on their sites. We recognize the urgency of this issue,
and our engineers are working to deliver a fast resolution. We’ll update this page as more details become available.

 

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Chat Connectivity Issues

WP Engine : October 24, 2018 10:03 am : WP Platform

Hello,

Our 3rd party chat service provider is currently experiencing connectivity issues. During this time, you may be unable to join a Live Chat session. While services are restored, please reach out to our Support team by calling 1-877-973-6446.

We will provide further updates here as they come.

[UPDATE 11:50 AM CDT] Our third party chat provider has confirmed that a fix has been put in place and we are now seeing chat functionality remain stable. We’ll continue to monitor to ensure no further issues.

[UPDATE 1:28 PM CDT] Our third party chat provider has confirmed that the issues with chat connectivity have been resolved.

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Support Chat Connection Issues

WP Engine : October 24, 2018 5:53 am : WP Platform

We’re currently getting reports from our 3rd party support chat provider that their app is currently experiencing issues. At this time there may be delays getting into support chat due to connection issues. Thank you for your patience while we continue to track the resolution of this problem.

 

 

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Support Chat Connection Issues

WP Engine : October 20, 2018 2:00 am : WP Platform

We’re currently getting reports from our 3rd party support chat provider that their app is currently experiencing issues. At this time there may be delays getting into support chat due to connection issues. Thank you for your patience while we continue to track the resolution of this problem.

 

Thank you for your patience. At this time our chat issue has been resolved.

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Security Maintenance for North American Datacenters

WP Engine : October 18, 2018 8:24 am : WP Platform

Update: Maintenance has completed for this region.

WP Engine will be conducting a security maintenance today, October 18th starting at 11:00PM until 4:00AM Central time. These specific updates will impact a subset of our servers located in our North American datacenters. We are performing this update during off-peak hours for the data center location to minimize impact on your site.

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. Please note that this update isn’t specific to the WP Engine platform, as many other hosts require the same kernel update.  

We expect that the maintenance may result in up to a 10 minute interruption of service to your site during this server reboot window. Outside of the temporary service interruption, 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.

Please note – If you reside on one of our multi zone cluster solutions, you will not be impacted by the server reboots.

We apologize for any inconvenience this may cause. At WP Engine we take the security of your site seriously, and we thank you for the opportunity to support your business.

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Security Maintenance for European Datacenters

WP Engine : October 18, 2018 8:24 am : WP Platform

Update: Maintenance has completed for this region.

WP Engine will be conducting a security maintenance today, October 18th starting at 10:00PM until 2:00AM UTC. These specific updates will impact a subset of our servers located in our European datacenters. We are performing this update during off-peak hours for the data center location to minimize impact on your site.

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. Please note that this update isn’t specific to the WP Engine platform, as many other hosts require the same kernel update.  

We expect that the maintenance may result in up to a 10 minute interruption of service to your site during this server reboot window. Outside of the temporary service interruption, 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.

Please note – If you reside on one of our multi zone cluster solutions, you will not be impacted by the server reboots.

We apologize for any inconvenience this may cause. At WP Engine we take the security of your site seriously, and we thank you for the opportunity to support your business.

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