We are currently investigating an issue with a UK Web Server, Hydra. It appears that one of the hard drives has failed. We are working on the situation and will post an update once we have more information.

UPDATE 05:09: The failed hard drive has been replaced. If your site is on the C: drive, this drive is unaffected and those sites are running as normal. You can find out what drive your domain is on from the "Website Settings" page in Helm. If your site is on the D: drive (the drive that was replaced) we are currently working to restore it from the backups.

Our investigations have revealed that prior to the drive failing today, it had been causing recent corruption. Because the daily backups back up the full state of the hard drive, this means that it has backed up some of the corrupted data. For this reason, we are restoring as much data as possible from the most recent back, but the rest of the data is having to be restored from a backup from a few days ago. 

If your website is currently showing no files (on the site itself, Helm and FTP), then the system hasn't yet restored the files from your site. It is running as quickly as possible. As the process has only been running a short time, we can't yet get a reliable ETA, but we will keep you updated on this page.

After the restore has completed, we will be contacting the affected customers via email with this information and any more information that we have at the time.

UPDATE: The restore was finished at approximatley 9am, and emails sent to all affected customers.

17/08/2012 23:30: We are currently working on an issue with the UK web server Hydra. We will provide more information as soon as we have it.

UPDATE 23:49: Websites are now online and running.

We apologise for the helpdesk being unavailable this weekend. This was due to an issue with the old helpdesk which meant that it needed to be rebuilt. Whilst this was being done, we also upgraded to Kayako version 4. All previous tickets have been imported. This took a long time to complete, which is why the helpdesk was unavailable for the weekend.

Whilst the helpdesk was unavailable, all support was done via email. We have replied to all emails that we received during the period. If you have contacted us and not received a response, please contact us again using the new helpdesk.

We will be customising the helpdesk over the next few weeks, to provide a more integrated support site.