OS Reinstallation on 64.38.28.242 - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**eUKhost.com** · #1 (**permalink**) 12-11-2006, 12:12

64.38.28.242 ( one of our windows server ) had problem early in the morning. Server was rebooted to upgrade mailenable on it but server didnt come online.

Our Engineers started troubleshooting and they found network virus on the server due to which server was not able to come online. We got another windows server setup and the original drive of your server was attached as a secondary on the new server. Data has been copied completely as it is and now we are restoring users as websites wont work without user settings.

Please allow 2 - 3 hours more for your website to come online. We may need to set new passwords for your username as the old password database may not get restored successfully. This thread will be updated once we have an update on this problem.

We apologise for this inconvenience and we will take necessary steps to avoid any similar virus problem on the new server. There won be any data loss due to this problem.

**Acciaccatura** · #2 (**permalink**) 12-11-2006, 17:54

Any further news on this? My website is not back up yet and my Plesk login doesn't work.

**eUKhost.com** · #3 (**permalink**) 12-11-2006, 18:02

We sincerely apologise for this problem but the user restoration is creating some problems for us and we need some more time to complete the restore. Our Engineer working on this problem has been working on this problem for almost 12 hours now and he has been in the office for last 24 hours.

I am expecting a solution shortly as other team is also working on sorting the network virus on original primary of the server. Whichever solution gets implemeted first would bring your website and email service online.

**welshylad** · #4 (**permalink**) 12-11-2006, 19:57

Please could you confirm what is happening to email during this time? I have sent some test emails to my domain and theses are not being returned or reported as delivery failure. Thank you.

**eUKhost.com** · #5 (**permalink**) 12-11-2006, 21:09

Mailenable was successfully configured when the restore process was started so all your emails are reaching your mailboxes. You wont be able to check them right now as the plesk service will take some time to start.

All your emails will get downloaded in your outlook once plesk service gets started.

**Allufrio** · #6 (**permalink**) 13-11-2006, 02:24

I hope this doesn't take mucn longer - my business evolves around emails so without them I'm at a loss..

Any progress so far?

**welshylad** · #7 (**permalink**) 13-11-2006, 06:00

What happened to the 99.95% Uptime.

This is just getting ridiculous now. I do hope eUKHost are going to provide compensation for this outage.

**welshylad** · #8 (**permalink**) 13-11-2006, 06:41

Quote:

Mailenable was successfully configured when the restore process was started so all your emails are reaching your mailboxes. You wont be able to check them right now as the plesk service will take some time to start.

Can I ask how the emails are reaching the mailboxes when DNS is also down for my domain?

**Allufrio** · #9 (**permalink**) 13-11-2006, 08:40

other than the fact that my website has now been down for almost a day - I'll have to catch up on all those emails I'll be receieving in bulk when everythings back in order - this means overtime... also means this problem is eating into whatever little time I have left during the day for my self.

It's about time this problem was sorted out!

**daledavies** · #10 (**permalink**) 13-11-2006, 08:47

My websites are still down too, how much longer is it going to take to resolve this issue?

**welshylad** · #11 (**permalink**) 13-11-2006, 09:02

Its now 10am and not a single update from eUKHost.......

They have no idea how to deliver customer support.

Quote:

Our Engineer working on this problem has been working on this problem for almost 12 hours now and he has been in the office for last 24 hours.

This is not our problem.....

**eUKhost.com** · #12 (**permalink**) 13-11-2006, 09:48

We have sorted all the DNS errors and plesk errors so now DNS entries are getting restored successfully. It will take close to 2 hours more for restoration of IIS entries and all the websites should be back to normal functioning once IIS entries are restored.

If it takes more than 2 hours then we will issue 1 years hosting credit to your accounts. Right now we will issue credit for this month as we are not going to meet 99.9% uptime guarantee for this month.

**eUKhost.com** · #13 (**permalink**) 13-11-2006, 10:01

From now we will start working on automation and mirroring of our windows servers as this virus problem has been a huge setback for our windows hosting service and we will need to automate windows as we have done for linux. We will come up with new implementations by the end of next week.

Restoration of windows servers is not an easy task and we will need to make our custom scripts and configuration to ensure that we never get into similar problems in future.

**daledavies** · #14 (**permalink**) 13-11-2006, 10:06

This makes sense, bet you guys have had a lovely weekend!

I'm not trying to be a c*nt or anything, just curious. How exactly does a virus get onto a web server like yours, and why can't you just use anti-virus software to get rid of it?

As you can tell I'm no expert!

**eUKhost.com** · #15 (**permalink**) 13-11-2006, 10:17

This was a network virus which cleared network service from the OS. We have antivirus as well as firewall running on the server but we could not make out how the virus could make it to the server.

Our new windows servers from now onwards will have mirroring as well as remote backup configured in a way to bring automation in restoration incase of such problems. Our losses are huge due to such problems with windows servers but we have all the knowledge of windows which we need to implement in way to avoid such problems in future.

**malvarlin** · #16 (**permalink**) 13-11-2006, 10:22

Just as an aside, we started to notice problems relating to DNS last week and reported these to EUKHost, namely inability to resolve mail server address, when we explained the issue to support, they changed the MX record to point to our router!!!!! This would not have worked and they were told to put it back how it was, seems a big coincidence that after someone their side is messing with DNS that they suddenly get a mysterious virus that wipes everything out, can you let us all know what AV package your using on the servers so we can keep well clear of it please.

**Allufrio** · #17 (**permalink**) 13-11-2006, 11:07

I'm meant to be updating a clients website right now - Hope this doesn't take much longer cos my necks on the line...

**daledavies** · #18 (**permalink**) 13-11-2006, 11:08

previous to this I have been experiencing problems with the operation of my plesk and DNS/new domain name. could the two be related?

**eUKhost.com** · #19 (**permalink**) 13-11-2006, 11:12

F-Prot Antivirus

Company - Frisk Software International

For general information on prices or renewal yuo can send e-mail to sales@ f-prot.com

Website - www. f-prot.com

**daledavies** · #20 (**permalink**) 13-11-2006, 11:17

which virus was your system infected with?