Shockbyte - Some customers are unable to use their server. – Incident details

All systems operational

Some customers are unable to use their server.

Resolved
Partial outage
Started 5 months agoLasted 3 months

Affected

Shockbyte Panel (panel.shockbyte.com)

Operational from 10:00 AM to 12:53 PM

Game Servers: North America

Operational from 10:00 AM to 5:35 AM, Degraded performance from 5:35 AM to 12:53 PM

Oregon, USA

Operational from 10:00 AM to 5:35 AM, Degraded performance from 5:35 AM to 12:53 PM

California, USA

Operational from 10:00 AM to 5:35 AM, Degraded performance from 5:35 AM to 12:53 PM

Updates
  • Resolved
    Resolved

    We have now completed the transition to the new storage solution, and no customer game servers remain on the deprecated storage solution. This incident is now resolved.

  • Update
    Update

    Issues with most of the affected servers should have been resolved in the past two weeks. We are continuing to work to ensure any remaining servers facing issues are addressed as soon as possible.

    Thank you for your patience.

  • Update
    Update

    We have identified a networking issue on our ams3 (Amsterdam) region. The supplier shared that there will be an attempt to fix within two weeks from now. If you are affected by this, you will have received an email with required actions to get your server back online.

  • Update
    Update

    Since today, we are actively migrating servers from degraded regions, to more optimal regions.

  • Identified
    Identified

    A few weeks ago, we identified issues with our infrastructure deployment due to the underlying storage solution we were using. As a result, some servers in our Amsterdam, London, California, Texas, Vint Hill, India, Singapore and Melbourne clusters have been unable to start and may be stuck in states such as 'Provisioning Server', 'Resyncing Server' or 'Initialising'.

    Since then, we have deprecated the problematic system and replaced it with a more optimized solution. We are currently working on options to migrate all affected customers to this new system. We sincerely apologize for the inconvenience this has caused our customers and will be providing compensation to those affected by this issue.

    When we are ready, we will migrate your server to our new system. Please note that this will result in a change to your IP address and port.

    Customers already on the new infrastructure will not be affected by this issue. Thank you for your patience and understanding as we work to improve our services.