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Nov
28
LION server: emergency maintenace: 11/28/2019
Posted by WestNIC Support on 28 November 2019 06:56 AM

Dear Friends, 

We're aware that "LION" server went down. Unfortunately, reboot didn't work out. We're currently investigating this outage. There is no ETA yet but we'll post more information soon.

Thank you for your patience. More information, ETA and resolution will be posted here: https://helpdesk.westnic.net/hc/en-us/articles/360039667273-LION-emergency-server-maintenance-11-28-2019

WestNIC Staff


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Sep
17
LION server: emergency maintenance 09/17/2019
Posted by WestNIC Support on 17 September 2019 04:34 AM

Dear customers,

We'are aware that LION server isn't accessible. We're trying to fix it ASAP:

https://helpdesk.westnic.net/hc/en-us/articles/360035454834-LION-server-downtime-09-16-2019-ongoing

There is no need to call to report a downtime. Your server is under maintenance (hardware repair department). Please do not submit new tickets. All information will be posted here: https://helpdesk.westnic.net/hc/en-us/articles/360035454834-LION-server-downtime-09-16-2019-ongoing (you should register then follow). Thank you!

Please note that it may take longer than expected. In case of hardware replacement (~4 hours), we'll have to load new OS (~1 hour), install cPanel (~2 hours) then connect disk with backups then restore. Entire process may take another 12 hours. Since we still have access to old server (Panther), it's possible to switch some accounts to working IP. This would at least bring website + email up. The bad news are that some websites were already terminated from old server (no reason to keep them), but some lucky ones are still in there. We can't switch all websites, only few (one or two per account) in order to avoid DNS downtime in the future, once we resolve all issues on LION. 

Thank you for your patience and understanding.

WestNIC support


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May
6
Support desk will be replaced with new Help Desk by January 10th, 2020!
Posted by WestNIC Support on 06 May 2019 11:10 PM

Dear Customers,

We've been using Kayako e-support desk for more than 10 years and now it's time to move on. New and improved Help Desk will offer much better knowledge base with new articles, 24/7/365 Emergency Response Center and ticket system. It will be possible to submit a ticket via web, email, mobile or Twitter. More of this, new Help Desk is hosted on Amazon Cloud (optimized for US/EU and Asia), outside our network for extra redundancy and availability. 

Unfortunately, we won't be able to migrate client base and old tickets. However, registration is easy: new support ticket will automatically register your support account. Old support desk will function until September 5th, 2019.

Please feel free to test our new ticketing system and knowledge base!

Thank you and have a Happy Holidays! ⛄❄


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Mar
24
Secondary DNS server has been upgraded (IP changed)
Posted by WestNIC Support on 24 March 2019 09:41 PM

Dear Customers,

Our secondary DNS server has been upgraded in order to increase capacity and improve redundancy/uptime. If you use our DNS records:

ns1.westnic.net (Dallas, Texas)
ns2.westnic.net (Munich, Germany)
ns3.westnic.net (New York, NY)

There is no need to change anything at your domain registrar. DNS zones have been synchronized automatically. However, if you use private DNS (own name servers), please make sure that SECONDARY IP is correct:

OLD DNS2 IP: 78.47.58.38 (no longer in service)

NEW DNS2 IP: 116.202.27.137

Please login to your domain registrar then navigate "DNS" - "Host records" then replace IP. If you need any assistance with this, please don't hesitate to contact us at any time.

Thank you!

 

WestNIC Support
https://support.westnic.net


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Jan
11
Nuremberg-Munich network maintenance
Posted by WestNIC Support on 11 January 2019 05:07 PM

Dear customers,

Due to maintenance on our transit switches in Nuremberg and Munich data centers there will be a 20-minute network disconnection between 04:00 and 06:00 CET on January 30th, 2019 (Wednesday morning). The work in the individual data centers will be carried out in sequence.

Thank you for your patience.

WestNIC EU Monitoring and Support


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Help Desk Software by Kayako Resolve
ERROR: This domain name does not match domain registered in the license key file (cualesproductions.com), allowed domains: support.westnic.net, please change the product path to match the domain under Admin CP > Settings > General Settings
This product will not work properly unless untill that value is changed.

For more information please contact Kayako support at https://my.kayako.com