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Latest Updates
May
6
Support desk will be replaced with new Help Desk by July 1st, 2019
Posted by WestNIC Support on 06 May 2019 11:10 PM

Dear Customers,

We've been using Kayako e-support desk for more than 10 years and now it's time to move on. New and improved Help Desk will offer much better knowledge base with new articles, 24/7/365 Emergency Response Center and ticket system. It will be possible to submit a ticket via web, email, mobile or Twitter. More of this, new Help Desk is hosted on Amazon Cloud (optimized for US/EU and Asia), outside our network for extra redundancy and availability. 

Unfortunately, we won't be able to migrate client base and old tickets. However, registration is easy: new support ticket will automatically register your support account. Old support desk will function until September 5th, 2019.

Please feel free to test our new ticketing system and knowledge base!


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Mar
24
Secondary DNS server has been upgraded (IP changed)
Posted by WestNIC Support on 24 March 2019 09:41 PM

Dear Customers,

Our secondary DNS server has been upgraded in order to increase capacity and improve redundancy/uptime. If you use our DNS records:

ns1.westnic.net (Dallas, Texas)
ns2.westnic.net (Munich, Germany)
ns3.westnic.net (New York, NY)

There is no need to change anything at your domain registrar. DNS zones have been synchronized automatically. However, if you use private DNS (own name servers), please make sure that SECONDARY IP is correct:

OLD DNS2 IP: 78.47.58.38 (no longer in service)

NEW DNS2 IP: 116.202.27.137

Please login to your domain registrar then navigate "DNS" - "Host records" then replace IP. If you need any assistance with this, please don't hesitate to contact us at any time.

Thank you!

 

WestNIC Support
https://support.westnic.net


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Jan
11
Nuremberg-Munich network maintenance
Posted by WestNIC Support on 11 January 2019 05:07 PM

Dear customers,

Due to maintenance on our transit switches in Nuremberg and Munich data centers there will be a 20-minute network disconnection between 04:00 and 06:00 CET on January 30th, 2019 (Wednesday morning). The work in the individual data centers will be carried out in sequence.

Thank you for your patience.

WestNIC EU Monitoring and Support


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Sep
5
ELEPHANT server transfer and upgrades, stage 3 (COMPLETED 10/07/2018 AT 18:00 EST)
Posted by WestNIC Support on 05 September 2018 12:28 PM

Dear customers,

UPDATE 10/07/2018. SERVER UPGRADE HAS BEEN COMPLETED. New plan features, hardware resources (more dedicated memory, more SSD space, more bandwidth etc) are now available. Your account limits/features will be upgraded automatically. If you experience any issues, please let us know. Thank you very much for your patience during this upgrade.

"Elephant" server, which has been online for more than 5 years, started to show some critical hardware issues: RAID reported bad sectors on secondary hard drive (mirror). We're also experiencing issues with CloudLinux automatic updates. At this moment, only security patches can be applied. In order to prevent severe downtime in the future, we have to upgrade both hardware and software. This will be completed in 3 stages:

Stage 1: backup all data, setup new server in the same data center. COMPLETED 09/05/2018, new server ID: elephant2

Stage 2: transfer (copy) all data to new server which will accommodate all accounts until October 5th, 2018. There is no downtime associated with transfer, DNS will remain the same. However, static IPs will change. If you're using static IP, please contact us for temp IP. New server ID is: elephant2. This will be completed by Sunday, September 9th, 2018. COMPLETED 09/08/2018

Stage 3: Once we complete offsite server upgrades (CPU, memory, SSD, new dual power supply etc), we'll transfer data back. This will be completed by October 8th. Account transfer has been initiated on 10/06/2018 at 20:40 EST. It should be completed by 10/07/2018 13:00 EST. We do not expect any downtime during transfers.

We appreciate your patience during emergency server transfers / upgrades and hope that new server will remain online for another 5+ years. If you have any questions or special requests during transfers, please feel free to contact us at any time.

Thank you,

Your friends @WestNIC


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Apr
25
Planned Maintenance in Dallas: 04/30/2018 - 05/02/2018
Posted by WestNIC Support on 25 April 2018 12:59 PM

Dear customers,

We'd like to inform you that we will be performing a planned maintenance in Dallas data center between April 30th and May 2nd, 2018 (all servers in Dallas area). As part of our commitment to quality and excellence, we are performing network upgrades to provide you with the best possible experience.

The scheduled window for this maintenance is:                                                                                                                                                                               

Maintenance start: 2018-04-30 01:00 EAST
Maintenance end:  2018-05-02 01:00 EAST
Total Duration of Window: 48 Hours

We expect 15-90 minutes of downtime.

We appreciate your cooperation,

WestNIC support
https://support.westnic.net


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Help Desk Software by Kayako Resolve
ERROR: This domain name does not match domain registered in the license key file (cualesproductions.com), allowed domains: support.westnic.net, please change the product path to match the domain under Admin CP > Settings > General Settings
This product will not work properly unless untill that value is changed.

For more information please contact Kayako support at https://my.kayako.com