Liquid Web Outage History

Liquid Web experienced a 39.3-hour disruption where the Spice Console was not functioning on Linux virtual private servers, while Windows servers remained unaffected. The issue prevented users from accessing their Linux VPS through the console interface, though server stability and uptime were not impacted. The engineering team identified the root cause, implemented a fix, and restored normal console access functionality.

An incompatible update from the imunify360-ea-php-hardened repository caused Apache service instability on a subset of Liquid Web servers running cPanel, requiring manual intervention to restore service in some cases. The engineering team remediated affected systems by disabling the problematic repository and completed patching efforts across the environment to restore service stability. The incident was fully resolved after 20.1 hours with all systems stabilized and monitoring confirming no new issues.

Liquid Web experienced an internal network outage that lasted 3 hours and caused delays in support response times across chat, ticket, and phone support channels. Customer websites and services remained fully operational throughout the incident. The Network Engineering team resolved the issue and restored normal support operations.

Liquid Web experienced intermittent issues with ticket creation from email submissions for 6.6 hours, caused by a disruption with Google's email services that affected Salesforce's Email-to-Case functionality. Customers could still create tickets through the portal and chat support remained available as alternative contact methods. The issue was resolved after Google's email services stabilized, restoring normal email-to-ticket processing.

Liquid Web experienced a service disruption affecting multiple servers in their Lansing data center (DC3) for 5.7 hours. The issue was isolated to a specific section of the data center, impacting a subset of parent servers and their associated hosts. All affected servers were restored and brought back online, with the incident fully resolved.

Liquid Web implemented additional security enhancements across their managed environment to address the Magento "PolyShell" unrestricted file upload vulnerability, affecting CPanel and Plesk components. The security hardening included strengthened file upload validation, enhanced monitoring and detection mechanisms, stricter execution controls, and broader platform protections. After nearly 14 days of implementation work, all planned security measures were completed and the incident was resolved.

A malformed patch update deployed during Magento 2 "PolyShell" vulnerability mitigation efforts caused Apache to fail to start properly for a subset of Liquid Web customers. This resulted in complete website failures for all affected customers' sites. The incident was resolved after 2.2 hours.

Liquid Web experienced network performance issues at their Phoenix Data Center (DC4-PHX) that caused connectivity problems for servers hosted there. The incident lasted 10.8 hours, during which engineers investigated the root cause and performed planned maintenance to stabilize and enhance network reliability. The service was fully restored and remained stable after monitoring confirmed the resolution.

Liquid Web experienced a 14-hour service disruption affecting some servers due to a failed network switch. The engineering team replaced the faulty switch, bringing affected services back online. After monitoring for stability, the incident was fully resolved.

Liquid Web responded to reports of a "PolyShell" file upload vulnerability affecting Magento and Adobe Commerce installations on their platform. The security issue potentially allowed unrestricted file uploads that could be exploited on customer websites running these e-commerce platforms. Liquid Web resolved the incident by implementing .htaccess file protections to block direct web access to upload directories on affected Magento 2 installations and took additional steps to prevent exploitation of the vulnerability across their server environment.