We are currently unable to receive calls to our support number. Engineers are aware of the issue and are working to restore the service. Online chat is unaffected. Updates will be provided as received.
We are sorry for the inconvenience
Update: 8:30am(MST) Some agents are now able to accept calls. If you try to call you may be in for a long hold as it is a limited number of agents
Update 9:30am: phones are back online
We are sorry to announce that due to yesterday’s outage in the old data center, and 3rd party routing outages in the last week, the data migration window has been extended by 1 week. We are working to get all accounts moved as quickly as possible. As data completes the transfer, more resources can be allocated to fully restoring and enhancing performance. The engineers believe optimization will continue through the end of the month. Some accounts may continue to see disruption/slowness throughout the month.
On or before Friday 12/19 a new update will be posted with progress. It is not possible to provide a firm date and time for completion as there are too many external variables that can affect the time frame.
We do sincerely apologize for the delay.
Currently we are experiencing 2 separate issues.
1) Some users are unable to connect to homestead.com. This is a known issue where the pathway from some people to homestead is blocked along the internet. We are working with the upstream provider on a solution. Please help us out by going to the trace route topic and provide the requested information. Also please provide your public ip address. You can find this by going to Google and searching “what is my ip”
Resolved: We believe this issue to be resolved. A 3rd party routing company was directing traffic to 1 of our ip addresses to no where. They have addressed the issue and we have received no customer complaints about this in a couple of hours. If you are still having a problem, try clearing your browser history and see if that helps. Unfortunately, it is possible that some of you will need up to 48 hours for the DNS fix to fully propagate.
2) RealTracker, our site statistics provider failed to renew their site security certificate and it expired over the weekend. While RealTracker is working to renew the certificate, you may see a certificate expired message in your browser. The only difference is that the page is now being served unsecured. While Homestead cannot advise you to ignore security warnings. You will need to decide for yourself if you wish to take the risk.
As this data does not have secure information on it the risk may be smaller. As well, while most of our customers will add the exception and proceed they also assume the risk if something occurs.
Update: Realtracker is currently renewing the certificate.
Resolved: Realtracker has renewed the cert
Thank you for your patience.
Some customers are reporting that they are receiving a “500 – Internal Server Error” on their website’s Contact and Payment forms. This error will also show after publishing. The page will be published. We are aware of the issue and are working to resolve the issue.
Update 2:45pm MST. This issue is resolved.
Some customers are reporting that they are receiving a “500 – Internal Server Error” on their website’s Contact and Payment forms. We are working to confirm these reports and find a solution. Please check back throughout the day to see the latest status.
Update: This issue has been resolved.
On Thursday at 12:00AM PT an important database update is scheduled and your store will be in maintenance mode for 60 minutes.
During this maintenance window, visitors will be able to browse your online store without interruption, but will be unable to place orders until the maintenance is complete. You will also be able to log into your website account but will not be able to administer your store during this maintenance window. We understand that the availability of your online store is critical and have taken the following measures:
Affected Services: Storefront Administration
We are still working to fully resolve the websites outage. We appreciate your patience.
Affected Services: Website Editing, Website Viewing
We are currently experiencing a website outage for a small portion of our Website customers. We are actively and urgently working to address the issue. We don’t have an ETA as to when this specific issue will be resolved, but hope to have it fixed very soon.
Affected Services: Website Editing, Website Viewing
We are starting to receive reports from some customers that sent emails are not being delivered to the recipient. We have investigated and fixed the issue.
Unfortunately, many emails were queued during this time, and we expect up to 12 hour delays for those messages to be delivered. Any new messages will be sent immediately, and we expect no email to be lost during this time.
Affected Services: Hmail
We are currently experiencing issues with emails being sent from Zimbra. Our email administrators have been notified about the issue and are currently working to resolve problems with our outgoing mail servers. We apologize for any inconvenience this has caused.
This error appears to be limited to the Zimbra web client. If you configure Outlook or another email client then you should be able to send your email.
Affected Services: Hmail
We are committed to our customers. This system status notification blog is designed to give you, our customers, better transparency into our scheduled maintenances, notifications, and incidents that may temporarily affect our systems. We understand the critical role our services play in your business and life. We take our responsibility to our customers seriously.
