We've developed a new tool to give you better visibility into incidents and the scheduled and unscheduled maintenance that may impact our services.

This tool, which you can access by clicking on the "Service Status" link at the top of each page of our site, is live at https://status.gandi.net, where any unexpected incidents or scheduled maintenance will be reported.

The coders among you can also use the API to query the status of our services from your scripts and monitoring applications. For example, to get the service status in real time, use https://status.gandi.net/api/services. The service catalog is available at https://status.gandi.net/api.

If you use Twitter, you can follow @gandinoc to receive alerts related to incidents and maintenance events, as well as @gandibar.

We are available to help you get around any issues you are having using our services. Here's a little primer on how to get our assistance, if you need it:

  • First, be sure to check that there are no incidents or ongoing maintenance on the service status page. Maybe your service is affected by an outage, or in maintenance.
  • If the status page says everything in fine, your issue may be a problem you can fix by using the administration pages of our site. For instance, your domain may have expired, or a recent change in your DNS zone may be causing a problem. Your hosting might be paused, your credit balance empty, or maybe your email quota was exceeded? All these common issues can be fixed by logging in to your account and taking care of the problem.

If you are unable to identify what is wrong, or to solve it yourself,  we are here to help. Contact us using the following methods:

  • Chat with us in real time by clicking on the '?' icon on the right-hand side of your account. We are available almost all the time, but if we're busy or unavailable, you can leave a message and we'll respond as soon as we can.
  • Open a ticket on our support contact page.

Please be sure to give us the details of your problem so we can help you quickly. We like to get you the right answer as fast as we can.

You will receive an automatic confirmation of your ticket in an email, including a ticket number. A member of the support team will then respond via email. We use the email address listed in your account, by default, so be sure to keep this contact information up to date. Also, sometimes the automated email or even the replies of our agents get filtered as spam. Remember to check your spam folder if you do not receive the automatic confirmation with your ticket number.

We hope you like this new feature. We try our best to be transparent about any problems we encounter, and this is just one of the ways we are trying to prove that to you, our customers.


An emergency maintenance will be carried out Thursday, October 16th 2014 at 4:30PM CEST on the Gandimail platform.

This maintenance will likely cause some email mailboxes to be unavailable during this time.

Please accept our apologies for any inconvenience this emergency maintenance may cause.

 

Update :

5:55 CEST : End of the gandimail emergency maintenance


There is currently a problem with BaseKit, which GandiSite is based on.

Consequently, websites using GandiSite are offline. (SiteMaker sites are not affected.)

Our teams are in the process of investigating the problem. Updates will be provided here.

Update Wed 15 Oct 20:00 UTC (1pm PDT): Everything should be back to normal. Please let us know if you encounter any further issues.


We just suffered a major incident at one of our facilities. A faulty processor caused the shutdown of a storage unit. 

 

As communications to the disk were interrupted, all operations (reboots, changes, etc) were suspended. 

 

We restarted the unit, and all the services have begun recovering. Operations were queed and are being executed once again. No data was lost. Everything should be returning to normal.

This incident started at 16:19 CEST (07:19 Pacific time). The system was recovered at 16:57, and all queed operations were fully resolved at 17:25 CEST (08:25 Pacific time). 


We do apologise for this interruption in service. 

 

As a reminder, you can see the status of our services here:

https://www.gandi.net/servstat 

You can also follow our twiiter feed from the Gandi Noc at @gandinoc. 

This news feed is available at: https://www.gandi.net/news 


Following an incident on a storage unit, it has been necessary to reboot it in order to complete an update necessary for fixing the problem.
All operations will be paused until the unit is running normally again.

In the meantime, please do NOT launch any operation on your server(s). The situation will return to normal shortly.

20:00 CEST, 11:00 Pacific: Incident officially resolved, all operations back to normal. 


An incident has occurred on one of our storage units in the Parisian datacenter. Our technical team is working to resolve the issue as quickly as possible.

Please do not perform any operations on your virtual machines in the meantime. Services should be restored automatically once the issue has been corrected.

We will update this post as new information arises.

Update Tue Oct 7 19:28:19 UTC: Some faulty hardware has been identified; we're in the process of swapping it out.

Update Tue Oct 7 22:33:14 UTC: Our technical team is still trying to fix the issue.

Update Tue Oct  7 23:35:44 UTC: A ZIL disk has failed, and its failover also failed. We're currently performing a manual switchover, and are proceeding very carefully to minimize the risk of data loss.

Most importantly: we understand how disruptive this is for you and we're working as hard as we can to fix it. We will do our best to make it right.

Update Wed Oct 8 00:39:21 UTC: Our technical team is bringing the storage unit back up. The incident is nearly resolved and services are already beginning to come back online.

Update 02:31:10 UTC: We're now seeing high loads on the problematic filer. The investigation continues!

Update 04:05:54 UTC: After working all night, our technical team in Paris has resolved the problem. Services should now be back to normal.

A postmortem and compensation details, as described in our IaaS Hosting Contract (section 2.2) will be provided in the days to come.

Update Thu Oct  9 17:31:34 UTC: A postmortem about this incident is available here.



We will be proceeding with some maintenance on a Gandi Mail storage unit.

The window for this maintenance will be from Tuesday October 7th 2014 from 11:30 PM to midnight CET (Paris time).

There will be several thousand Gandimail mailboxes that will be inaccessible for several minutes during that time.

No mails will be lost during this time, they will be held awaiting delivery.

[EDIT] The maintenance is postponed to the 8th of October 2014 from 11:30 PM to midnight CET (Paris time).


We will reboot a storage unit on the Paris/FR datacenter tonight.

The maintenance window will start 3 October at midnight and end at 1am CEST (3-4pm PDT, 22:00-23:00 UTC) Update: the maintenance window has been extended by 30 minutes and is expected to end at 1:30am CEST (4:30pm PDT, 23:30 UTC).

You will not need to reboot your server (IaaS) or instance (PaaS) during this maintenance.

Sorry for the inconvenience.

 

Update : end of the maintenance at 2AM CEST, sorry for the delay.


Following a network incident that took place in our offices based in Luxembourg, our international team was unable for a couple of hours to address customer requests as usual.

We have re-distributed these requests to the Paris, Taiwan and San Francisco teams. The surplus load is now being handled and we are confident that the answer time will get back to normal within the next days. Please accept our apologies for this temporary delay.



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