Affecting Other - Amsterdam Location
January 9th 2025, 9:00am ET
Power has now been fully restored in Amsterdam.
We appreciate your patience and understanding during the recent outage, and we sincerely apologize for any inconvenience caused.
January 8th 2025, 7:00pm ET
We are currently experiencing a power issue in Amsterdam. Our team is aware of the problem and is working diligently to resolve it as quickly as possible. Please do not submit a support ticket regarding this issue, as we are already addressing it.
We will continue to provide updates as we have more information. We apologize for any inconvenience this may cause and appreciate your patience as we navigate this situation.
Affecting Other - Atlanta, Dallas & Seattle Locations
January 8th, 2025 12:40pm ET
Work on the remaining Dallas nodes is still ongoing. Unfortunately, work on these nodes heavily depends on the technicians' availability at the data center we work with. We will continue to work on getting these up as soon as possible and greatly appreciate your patience as we do so. We are making good progress with the single remaining Atlanta system encountering issues!
Please contact our support team if you would like a new server set up with a backup of your server files. We deeply apologize for any inconvenience caused by these delays.
January 7th, 2025 9:16pm ET
We still have the same number of nodes down in Dallas and are, unfortunately, continuing to experience significant delays due to the data center’s slow remote hands.
As a reminder, if you’re on one of the affected systems and prefer not to wait, restoring your server from a backup to a different location is an option. Please reach out to our support team if you’d like to explore this alternative.
We’re doing everything possible to work through these obstacles and get the affected systems back online as quickly as we can.
Thank you for your continued patience during this challenging process.
January 7th, 2025 5:01pm ET
We’re happy to share that one of the Dallas nodes is now back online! We’re continuing to work diligently on the remaining three nodes and will provide updates as soon as we have more progress to report.
Thank you for your continued patience as we work through this.
January 7th, 2025 3:23pm ET
We’re still working on getting four systems back online in Dallas. Unfortunately, we’re facing delays due to slow response times from the remote hands team at the data center, which is making the process take far longer than we wanted or could have anticipated.
As a reminder, restoring your server from a backup to a new location is an option if you prefer not to wait. Please reach out to our support team to discuss this option if needed.
We’re doing everything we can to expedite this and appreciate your patience as we continue working to resolve these issues.
January 6th, 2025 4:55pm ET
We wanted to share another update for the sake of transparency and to keep you informed about the situation.
The reason some systems are still down is that we learned our equipment wasn’t just cut off from the network—it was physically powered down. We believe this was done abruptly, likely using the circuit breakers, rather than in a controlled, graceful manner. Hosting equipment that has been running 24/7 for years doesn’t respond well to such sudden power loss, and this is something you never want to do in a data center environment.
As a result, we’ve had to deal with dead network switches that needed replacing, tripped PDUs, and servers that are struggling to come back online. Our team is diligently working to address these issues and get everything back up and running as quickly as possible.
On a positive note, we’re making promising progress toward ensuring that nothing like this can happen again in the future.
Thank you for your continued patience and understanding as we navigate this challenging situation.
January 5th, 2025 5:25pm ET
Everything is back to normal! We sincerely apologize for any inconvenience caused and truly appreciate your patience and support throughout this. Have fun and happy gaming!
January 5th, 2025 11:25am ET
We’re happy to report that our Atlanta and Seattle locations are online. However, we’re still waiting for our provider to resolve ongoing issues with IPs in Dallas.
We understand how frustrating this is and appreciate your continued patience as we work with our provider to get everything back to normal.
January 4th, 2025 11:58pm ET
We’re continuing to work on resolving issues with the switches and ensuring all IPs are functioning properly. Additionally, our efforts to bring Seattle back online were successful, and the servers are coming back online.
Thank you for your patience as we work to restore full functionality. We’ll provide further updates as soon as we have more information to share.
January 4th, 2025 9:24pm ET
We’ve discovered that as part of the current situation, our vendor power cycled our equipment. This has caused some servers to fail to reboot and has also impacted some of our network switches, including the one in Seattle. Our team is actively working on configuring a replacement switch to restore full functionality in Seattle as quickly as possible. We sincerely thank you for your patience and understanding as we work through these challenges
January 4th, 2025 6:49pm ET
Unfortunately, there are no new updates or changes to the current situation. We understand how frustrating this is and deeply appreciate your patience as we work through it.
Our support team is currently experiencing a very high volume of tickets, which is leading to longer wait times. We sincerely apologize for the delays and are doing everything we can to assist affected customers as quickly as possible.
To help us respond more efficiently, we kindly ask that if you have a general question about the downtime, please join the live discussion in our Discord. This allows our support team to focus on resolving individual issues for affected customers.
Thank you again for your understanding and support. We’ll continue to keep you updated as we have more information.
January 4th, 2025 5:10pm ET
Services in Dallas and Atlanta are only partially restored due to both locations seeing similar issues with IP ranges mentioned in our last update. We are still waiting for Seattle to come back online.
January 4th, 2025 3:37pm ET
While the Dallas location is mostly restored, we have identified issues with some of the IP ranges which are causing some servers to still appear offline. We're actively addressing this.
January 4th, 2025 3:03pm ET
The service in our Dallas location is now being restored. We're hoping to see Atlanta and Seattle shortly behind.
January 4th, 2025 02:43pm ET
We have had contact now with our datacenters regarding the issue and our services are now coming back online ASAP.
We deeply appreciate your continued patience as we work through this challenging situation. Thank you for your understanding.
January 4th, 2025 12:16pm ET
Unfortunately, at this time, there are no significant updates regarding the overall situation.
However, our emergency backup system has mobilized, and customers now have the following options:
The backup data is at most 24 hours old and newer servers that are less than a day old might not have a backup.
Please note that for options 2 and 3, your IP address will change. Most customers are currently being moved to our Virginia location, where we have the greatest capacity available at this time.
We deeply appreciate your continued patience as we work through this challenging situation. Thank you for your understanding.
January 4th, 2025 9:39am ET
Our provider continues to ignore us, and we believe this is tied to our plans to leave their services. Despite being fully paid up and their contractual obligation to provide service, they’ve chosen to do the opposite—ignoring us entirely or deprioritizing us to the lowest level.
We know this doesn’t change the fact that you’re impacted, but we want to keep you informed about the situation as transparently as possible.
Our next step is to start mobilizing backups, and we’ll provide more updates on this as soon as we can. We deeply appreciate your patience and sincerely apologize that you, our customers, are being affected by this provider’s unprofessional and unacceptable behavior.
Thank you for sticking with us as we work through this.
January 4th, 2025 12:47am ET
Unfortunately, we still don’t have any updates or answers as to why our services are offline. Despite our repeated attempts to reach the provider through calls, tickets, emails, Slack, and LinkedIn, they have not responded. We deeply regret the situation and will continue pushing for a resolution.
January 3th, 2025 7:09pm ET
One of our data center vendors is experiencing operational issues and has become unresponsive despite our best efforts to reach out to them. We are still actively working to understand and address their sudden lack of communication. We deeply regret any inconvenience this may cause and are committed to resolving the matter as quickly as possible.
We will continue to provide updates as we have more information. Thank you for your patience and understanding as we navigate this situation.
January 3rd, 2025 4:40pm ET
We are currently experiencing a network issue in Atlanta, Dallas, and Seattle. Our team is aware of the problem and is working diligently to resolve it as quickly as possible. Please do not submit a support ticket regarding this issue, as we are already addressing it. We apologize for any inconvenience this may cause and appreciate your patience.
Affecting Other - LA Location
January 8th 2025, 12:45pm ET
We are still working on the remaining Los Angeles systems with issues. We are making progress and will provide an update as soon as they are back online.
We thank you again for your patience as we strive to get all systems online as quickly as we can. Don't hesitate to get in touch with support if you wish to have a backup of your files applied to a new server.
January 7th 2025, 9:14pm ET
It turns out that we have two additional systems in Los Angeles currently offline. Our team is actively working to bring them back online as quickly as possible.
As a reminder, if you’re on one of the affected systems and prefer not to wait, we can restore your server from a backup to a different node. Please contact our support team if you’d like to explore this option.
We appreciate your patience and understanding as we work to resolve this.
January 7th 2025, 3:18pm ET
We’re excited to announce that the last node in Los Angeles is now back online! All systems in this location are fully operational.
Thank you for your patience and support as we worked through this process. If you experience any issues, please don’t hesitate to create a support ticket, and we’ll be happy to assist.
January 7th, 2025, 2:11pm ET
We’re happy to report that one of the LA systems is now back online! All affected users have been successfully migrated to a new node with upgraded hardware for improved performance.
Thank you for your continued patience as we work on the remaining issues.
January 7th 2025, 11:49am ET
We’re actively working on the two offline nodes. Our current plan is to reseat one of the nodes, which we hope will resolve the issue, while the other appears to need a new power supply. We’re testing these solutions now and will provide further updates as soon as possible.
Thank you for your continued patience as we work to get everything back online.
January 7th 2025, 12:06am ET
The move is now fully complete, but we encountered a couple of issues during the process. Unfortunately, two nodes were affected:
The good news is that we have spare hardware available, and our team will begin migrating affected customers to the spare hardware as quickly as possible in the morning.
We sincerely apologize for this inconvenience. If you’re on one of the two affected nodes, please create a ticket once your server is back online, and we’ll ensure you’re compensated for this unintended downtime.
Thank you for your patience and understanding as we work to resolve these final issues.
January 6th 2025, 11:55pm ET
Right now, we’re down to just 4 nodes left to bring back online!
January 6th 2025, 11:10pm ET
We’re excited to share that 90% of systems are now back online at the new site! The final steps are underway to bring the remaining systems online, and we’re making great progress.
Thank you for your continued patience and support throughout this process. We’ll provide another update as we reach full completion.
January 6th 2025, 10:34pm ET
We’re happy to report that more than 50% of systems are now back online at the new site! The team is continuing to work diligently to bring the remaining systems online as quickly and smoothly as possible.
Thank you for your patience and understanding as we complete this process. We’ll keep you updated as we make further progress.
January 6th, 2025 9:31pm ET
We’ve begun powering on some systems at the new site as they finish getting cabled and configured. This process is being done carefully to ensure everything is brought online smoothly.
Thank you for your continued patience as we work through this step-by-step. We’ll keep you updated as progress continues.
January 6th, 2025 8:41pm ET
We’re pleased to share that all equipment has been successfully racked at the new location. Cabling is now underway, and we’ll continue to keep you updated as we progress through the next steps.
Thank you for your patience and support as we work to complete this maintenance.
January 6th, 2025 8:06pm ET
We’re excited to share that the equipment has successfully arrived at the new data center and has been staged for installation. Racking will begin shortly, and we’ll continue to provide updates as progress is made.
Thank you for your continued patience and understanding as we complete this maintenance.
January 6th, 2025 6:55pm ET
As part of the ongoing maintenance, we are moving equipment to a better site, and everything is progressing smoothly! All equipment scheduled for relocation has been unracked and is currently being loaded for transport to the new site.
We will provide further updates as the move progresses and appreciate your patience and support during this maintenance.
January 6th, 2025 5:00pm ET
We will be performing essential network upgrades to improve the reliability and performance of our services. Please find the maintenance details below:
Duration: 20 hours (the total time we expect the maintenance window to last, your actual downtime will be far less)
Expected Downtime: Up to 8 hours during this period
During the maintenance window, there will be intermittent service interruptions. We apologize for any inconvenience this may cause and assure you that we are working to minimize the impact on your experience.
We appreciate your understanding and patience as we continue to enhance our services. If you have any questions or concerns, please contact our support team by creating a support ticket.
