[resolved] ThePlanet D6 Network Outage

[H9NickH]

We've just received early notification of a potential problem in our ThePlanet servers.

Not all servers in ThePlanet are affected. However, if your website is hosted in our Texas location or you have a dedicated server, you may be affected.

We will post updates here once we have more information.

Please note that our helpdesk staff, phone staff, and chat staff do not have any information except what is already posted in this thread. When there is more information it will be posted here. Please refrain from entering tickets, calling, or chatting about this issue -- We're already aware.

[H9NickH]

ThePlanet's own website and customer portal are offline at this time. I've been sitting on hold for quite some time now. As soon as I have more information I will be posting it here.

[H9NickH]

The servers appear to have all come back online now.

We have a ticket in to obtain information, as well as emails sent to our Account Manager and the CEO of ThePlanet.

We'll have more information shortly.

[H9NickH]

From ThePlanet:

During the time your server was down we experienced a critical event. This caused a network issue, which in turn made your server not remotely accessible, thought it was still on and running. We do apologize for this and any inconvenience it may have caused you. the servers are back up at this time. Please let us know should you need any further assistance. We will update this ticket again, once we have more details on the cause of the outage.

[H9NickH]

Further details from ThePlanet

This morning, The Planet experienced a power outage that affected a number of servers in Phase 1 of our Dallas 6 data center. In the interest of providing the transparency you expect from our company, following are the details regarding this event.

At 12:35 a.m. CDT, we experienced a service disruption in Phase 1 of our Dallas 6 data center. Our senior facility engineers determined that we experienced a ground fault in UPS #1, and as designed, UPS #2 continued to provide power to the facility. However, the initial ground fault tripped our utility and UPS breakers, which eventually caused a brief power outage. Power was restored in less than 40 minutes.

Our UPS vendor is working with our facility engineers on-site to analyze why the UPS failed and how to prevent a similar incident from recurring.