The following mail was just sent to all cluster1 resellers, this page is linked in the mail and will serve as a concise resource for knowing the latest status on the upgrades completion.
There will only be 3 posts here, this one, the one below with links to more detailed information, and then a 3rd and final post will be made when the upgrade is completed.
* IP addresses were edited on public forum. See mail for unedited IPs.
There will only be 3 posts here, this one, the one below with links to more detailed information, and then a 3rd and final post will be made when the upgrade is completed.
________________________________________Dear Customer,
Starting last Friday night we undertook the task of upgrading the core control panel services to the latest release 3.2 patch1. This update didn't go as well as expected, and has some very unique errors not encountered by us in our cluster2 upgrade or other clients according to the technical support and developers at Parallels. We are working in all we do, and in every choice we make to see that we keep your website as available as possible, and mails are able to continue without interruptions during the completion of this update, keeping all downtime to a minimum for the internet presences services.
We are working very closely, directly with the Parallels Hsphere senior staff on the development and technical side to get all issues worked out as quickly as possible.
At this time we know of these issues:
1. Some windows servers have no control - others have partial control and if you disable php or asp.net it will not re-enable.
2. Webshell is not working, either not loading with a 404, or allows login and denies access to any function.
3. Some websites load a blank page - This error is mostly resolved but if you see it send a ticket, we will get it resolved.
4. Signup not working, giving an internal error tech support notified - this is probably a windows plan, disable php and asp.net activation and it will work to process the signup.
We request that if it is possible for you wait until we give the all clear on our network/server status forums for Cluster1 Hsphere upgrade found here:
http://support.jodohost.com/showthread.php?t=15248
If there is pressing need to get the php and asp.net up and running we are available to help via ticket.
5. Some people are reporting nameservers down, this is not actually an upgrade problem. We migrated IPs on two subnets back on November 16, 2008. These IPs were only supposed to be routed to us for one weeks time and one of them was pulled and the other remained. Upon the upgrade the one remaining subnet was pulled as well. This resulted in some people that have not changed to the new IPs having DNS troubles or sites down.
If you had IPs in the following ranges for DNS servers and have not changed them to the correct entries you need to do so now to get site access restored:
2x4.10.1x4.129-2x4.10.1x4.25x*
2x4.10.1x6.1-2x4.10.1x6.1x8*
The 2x4.10.1x6.1-2x4.10.1x6.1x8* range was routed to us up to this weekend, well beyond the 1 week it was to continue after Nov 16th.
Due to these issues we have an understandably large ticket volume, we ask that you do not send a ticket just to let us know that the control panel is not working for a server, we are already aware of this and working to fix it as soon as we can.
We are available and putting tickets at a priority if it is needed to re-enable php or asp.net on a domain that has been accidentally turned off via the control panel. We need to know as much detail as possible when you submit the ticket to speed up the process.
Remember if you submit a ticket we need to know:
Server name if possible
Domain name REQUIRED
Username REQUIRED
Brief summary of issue, URL to problem if reporting an error
If needing any service activated we need to know the version - ASP.NET 1.1/2.0(3.0/3.5) or PHP 4.4/5.2
By providing this on the ticket at first, you will aid us in getting tickets resolved much more quickly, not needing to ask questions to clarify.
We are placing tickets at our highest priority in processing, chats are being handled secondary to tickets and we ask that if you come to live chat you already have a ticket submitted for reference by our staff, and phone calls are being handled on a very low priority until this upgrade is completed.
Thank you for your cooperation and understanding, as we work diligently to get our control panel access back in fully working condition after these upgrades.
Regards,
Jodohost Customer Service
* IP addresses were edited on public forum. See mail for unedited IPs.