wolstech

I just looked at Johnny in more detail and asked a question in a staff channel. It looks like Plesk may have reverted to somewhere around March 8 somehow. It is worth noting that Johnny will be rebuilt, so fixing this is likely moot. Escalating.

We aren't able to make changes to accounts on Johnny because the server is backing up in preparation for a rebuild. Note that even if we did change it, Apache is broken on Johnny so it wouldn't work anyway.

Johnny's Apache is broken due to corruption from the disk failure, so the server is unable to actually serve websites. I'm not sure if he's planning to fix it or not, as the ultimate plan at this point is to just rebuild Johnny. Since we have Johnny running at the moment, we're using the time to back up as many accounts as possible. Your account has already completed that process, and you can download your data from https://heliohost.org/backup/ if you want to move to Tommy.

That account is long gone. We've not only rebuilt all of our servers since that date, we've also changed platforms entirely from cPanel to Plesk. You would've had to perform a migration process 2 years ago in order to move the account to the new system during that time. If your account was active when our cpanel licenses were revoked, your account was likely eligible for migration and an email would have been sent to you when your account was ready for that process. Users who did not perform that migration had their account deleted when the cpanel based servers were retired. If your account was not active at the time, you were not eligible for migration. Please sign up again.

Domain added. Since you use Cloudflare, you'll need to edit your DNS yourself, please use the IPs shown in Plesk.

Duplicate request.

Unsuspended. It may take a little while to work again.

We fixed your load issue for you. You were being flooded with suspicious requests by semrush's bot. We just blocked semrush for you and your load went to basically zero.

This happens sometimes. Usually the fix is to either reissue the certificate, or if it's not expired you can unassign the certificate from the domain then reassign it. After that, wait 2 hours for the change to apply and it will work again. I just reissued it for you since it only had a month left. Give it 2 hours then clear your cache and it should work again.

We have not been able to recover the data so far, and there is a non-zero chance it is not recoverable at all. Tommy is available immediately if you're interested, but it would be an empty account. As a reminder for others reading, HelioHost specifically disclaims liability for data loss in the event of malfunction (e.g. disk failure), misuse (e.g. deploying buggy code that deletes your data, selecting the wrong option in Plesk, etc.), or abuse (both internal, such as being banned without backups due to illegal activity, and external, such as a cyberattack) in the disclaimer section attached to our terms of service. While we do make backups and/or recover data when possible, such is "best effort" and users are ultimately responsible for the creation and maintenance of backups.

You can donate and receive a Tommy account immediately, but it will be an empty account. We have not been able to successfully recover the data from Johnny to date.

Several major Russian telecom and software companies are currently sanctioned and cannot legally do business with the USA, so I wouldn't be surprised if something like that is the cause...

The Morty beta was only offered as one of the gifts available to donors of a previously-held fundraiser (the one that was used to buy the Annie hardware).

Cody and Brody are not hosting servers. Cody hosts one name sever and the account management backend. Brody hosts the other name server, our website, and the forums. Morty is an upcoming paid offering that isn’t out yet. Beta testing access (given to donors of a fundraiser we held a while back) will begin in the next week or so per the News posted last night.

You're suspended for high server load, and it looks like your email service also got disabled. If you didn't change anything, I'm thinking you probably got hit by bots. It's been 3+ months since there was a load issue and it suddenly started pushing a bunch of load yesterday 1800 UTC. The email disabled itself on the 12th after it tried sending 74 emails. You may want to consider bot mitigation, and also need to investigate the origin of those emails if you don't know what's sending them. I've left the email disabled for now, let me know if you want that turned back on. Unsuspended, it may take a little while to work again.

There is no update at this time. Last I heard Krydos was trying to get HE to set up the idrac on the server so we can look at the storage configuration. If the array ultimately refuses to rebuild, the result will be a rebuild of Johnny with partial or complete loss of the user accounts. Timeframes on a full resolution are likely to be measured in weeks at minimum in that scenario. News will likely be published documenting the outcome of the recovery.

That incident does not affect us as we don't use Crowdstrike. We also don't use Windows (Lily notwithstanding). My full time job uses both though...I spent much of yesterday morning cleaning that mess up at work. Ugh. It only affects Windows 10/11 and Windows Server 2016/2019/2022 computers at companies that use Crowdstrike. It was not a bug in Windows itself, but rather a bad security definition update for Crowdstrike. Personal devices were unaffected as Crowdstrike is only found in enterprise environments. For the SSL issue, assuming its not expired, you can just unassign the certificate and reassign it, then wait 2 hours.

Not at this time. We're working to see if we can recover the raid array that failed to rebuild...

Neither account can be unsuspended because they're on the broken Johnny server and no backup exists in the system to move them to Tommy. User needs to sign up on Tommy and create only one account this time around... Marking solved.

A fresh backup is being made based on your Tommy account and should be available from https://heliohost.org/backup/ within the hour.

Krydos can rebuild your VPS for you.

Nothing to do with the crowdstrike disaster this morning. Tommy's just slower. You can manually back up your account in Plesk by picking you domain, then Backup & Restore, then Back Up. You'll probably want to configure a remote FTP server or something before doing this though so you don't get suspended for exceeding quota. Alternately, we can run a backup on our side and you can download it from our website.

@Lena Johnny's hard disk failed. Do you want me to send you a Tommy invite?

Weird. The tdm account is indeed working despite me doing nothing to it. I checked the IP configuration (nothing wrong) and replaced the certs for the luanreis account's domains even though they weren't expired. I suspect its the remove/reassign action that occurs in the background during a renewal that actually fixes these, not the new cert itself, so perhaps just unassigning and reassigning manually without reissuing would work as a fix. Give it 2 hours and that should work again. The dosprn.com domain is now working properly as well.

That account does not exist. When was this account last working?