Nexcess Outage History

A hardware issue occurred during scheduled maintenance on Nexcess's UK-South infrastructure, impacting a subset of cloudhosts in the UK-South-2 data center. Onsite engineers were engaged to address the problem, and the incident was resolved after 50 minutes.

An incompatible update from the imunify360-ea-php-hardened repository caused Apache service instability on a subset of Nexcess servers, affecting web services. The engineering team immediately disabled the problematic repository on affected systems to restore service stability and worked with cPanel and CloudLinux support to implement a permanent fix. The incident was resolved within 9 minutes.

A failed network switch caused a service disruption affecting some Nexcess servers for 1.3 hours. The engineering team replaced the faulty network switch, bringing affected services back online. After monitoring for stability, the incident was fully resolved.

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

A DDoS attack targeted a specific cloudhost server in Nexcess's uk-south-2 region, affecting service stability for that component. Network engineers implemented mitigation measures and applied a fix after approximately 8 hours of active response. The incident was fully resolved after 11.8 hours with the server returning to normal, stable operation.

Two cloud host servers in Nexcess's US-Midwest region experienced an outage that affected the us-midwest-1 component. The technical teams implemented a fix and monitored the results before fully resolving the incident after 2.3 hours.

Nexcess experienced intermittent issues with ticket creation from email submissions for 7.9 hours, while portal-based ticket creation remained functional throughout the incident. The problem was identified as being related to a disruption with Salesforce's Email-to-Case functionality that prevented some cases from being created successfully. The issue was resolved and email submissions are now being received and processed normally.

Nexcess implemented additional security enhancements across their managed Magento hosting environment to address the "PolyShell" unrestricted file upload vulnerability. 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.

Nexcess experienced performance delays that caused Customer Portal access issues, with users encountering timeouts when attempting to access the portal via browser. The incident lasted 15.8 hours and affected the ability to access customer portal services. The issue was identified, resolved through necessary corrective steps, and services were restored to full operational status.

A failed network switch at Nexcess caused a service disruption affecting some servers and multiple services including web services, DNS, SSH/FTP, email, MySQL, and the InterWorx Control Panel. The engineering team actively worked to resolve the network switch failure, and full service was restored within 6 minutes.