Website files missing on vol1_7, vol1_8 and vol2_8
Since the 6th of February, we have been receiving a large number of reports of website files having disappeared from hosting volumes vol1_7, vol1_8 and vol2_8.
On hosting volume vol1_7 and vol1_8 it has been confirmed that data corruption problem has occurred, that has resulted in the loss of the files of some accounts on these volumes. iFastNet is currently investigating if any data can be recovered, but this will likely take some time, and it’s unsure how much can be restored.
Hosting volume vol2_8 is still being investigated.
Which components are affected by this issue
Hosting accounts located on hosting volumes vol1_7, vol1_8 and vol2_8. You can find the hosting volume of your account in the Details in the client area.
What issues may you see
Websites on these volumes may see a basic page saying only “403 Access denied”.
Additionally, any htdocs folders on these accounts may appear empty.
There are also reports suggesting that FTP functionality on these volumes is impacted.
When will this issue be resolved
We are doing our best to get these issues resolved as soon as possible. Unfortunately, we don’t have enough details to tell how soon that will be.
It’s unclear yet if any files have been lost completely or are only temporarily unavailable. I will update this topic if there is more information surrounding this.
What can you do to fix this
If you have a backup of your website files, you can try to restore it to your site. It’s unclear if we will be able to recover your website’s data, so restoring your website from your own backup will get it up and running faster and probably more complete.
If you don’t have a backup, you can try to restore your website using the existing database. By installing a fresh copy of the code of your website, and updating the configuration to use your existing database, you will probably be able to recovery most of your posts, pages and settings, since those are often stored in the database.
We are aware of the issue and are doing our best to get this resolved as soon as possible.
We completely understand that this may cause confusion and you will have additional questions. We are happy to provide any information we have to help you.
However, to keep the contents of this topic clean, clear and concise, we ask that you carefully read the Outage Communication Rules before posting.
In a nutshell:
- Please keep the posts about the outage in this topic, and all posts not about this outage outside of this topic.
- Please post relevant questions only that have not been answered yet. It may be compelling to ask obvious questions like “when will this be fixed”, but basic information like that will be put in this message as soon as we know it.
- Please carefully check the known symptoms and affected components.
- If you are on the affected components, you are almost certainly affected by the outage. If so, please refrain from simply stating you are affected, it does not help get your service back up faster.
- If you are not on the affected components but do experience all of the symptoms, please say so below so we can check if our list is incomplete.
- If you do not experience all listed issues and are not on the components that are known to be affected, the issue you are experiencing is most likely not related to this outage. If so, please create a new topic in the Hosting Support category and describe the issue there.
- If you say you are affected by the outage, please always include your website URL. I can’t check if you are affected by the outage if you don’t say which of your websites is affected.
Posts that do not follow these rules may be deleted without warning. This is to help ensure that all the relevant information is easily available to everyone reading this topic.
