[Webhosting] cPanel platform unavailability

Incident Report for Scaleway

Resolved

Update 22/03/2021 12.10PM CET : cPanel login update should work again for reinitialization. Otherwise we will invite you to follow the process underneath.

Update 22/03/2021 12.00PM CET : We are still experiencing issues on which our hosting team is working on. Our apologies for the extra inconvenience.

We lost the whole hypervisor. We were able to save a few database.
If you do not see the DB on your account, it means it has been lost.
You may reset your password via email.
All the other data such as website files and emails is available on your cPanel account (also via FTP, SSH). Affected users should rebuild their websites and configurations using their backup.
The save of your data can be found on the 'root' file, in order to re-establish your website.
We are deeply sorry for the inconvenience encountered.

Posted Mar 21, 2021 - 13:25 CET

Investigating

We are still investigating on the root cause.

Posted Mar 21, 2021 - 10:06 CET

Update

We're still working on the platform to reconfigure it fully and import all user accounts.

Posted Mar 19, 2021 - 18:17 CET

Identified

The platform has been migrated, we're currently reconfiguring it.

Posted Mar 19, 2021 - 15:42 CET

Investigating

We have noticed one of our cPanel platforms is currently unreachable.
The issue has been escalated to the concerned team.

Posted Mar 19, 2021 - 12:59 CET

This incident affected: Dedibox - Products (Hosting).