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Welcome to our Support area. Here you will find a wide range of Articles, White Papers and FAQ's regarding aspects of our hosting services and servers.
If you have any problems, the first step is to look through the information here to see if you can resolve the issue. You can use the search facility to look up keywords relating to your query. If you cannot find any information on your query then raise a Support Ticket using the Support Ticketing area on the right.
Our Support Ticket system enables your request to be seen by a number of personnel to ensure that you are dealt with quickly and efficiently by the best person to do so. The system allows you to see the full history of your request and who is currently dealing with it. | Sub Categories | Sub Categories within Support Home category
| Knowledgebase Various articles to help you get the most from our hosting services. |
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| White Papers Various articles to help you with your web site and hosting. |
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| Troubleshooting Any information regarding known issues and how to resolve them. |
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| News | Latest News for Support Home category
 New UK Web Server Commissioned 15 May 2008
We have now commissioned another new UK Web Server (CAPELLA) and this is now live for Helm to add new sites to.
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UK Secondary Mail Server Upgraded 13 Feb 2008
Due to further upgrades and service consolidation, we have now commissioned a new Secondary (Backup) Mail Server (ANTARES) to replace the service that was running on PROCYON
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New Spam Filtering Server Commissioned 8 Feb 2008
After the recent issue with our Spam Filter server corruption, and the resultant raw spam making it through to mailboxes, we have commissioned an additional spam filtering server (ATLAS) to act as a load balancer and failover to the existing filtering server (SPICA).
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| | | Server Status :: all |  [COMPLETED] Phone System Maintenance
11 Aug 2008 16:14 : 28 days ago
Our phone system will be down briefly while our engineers carry out some critical work. Please raise a support ticket for any urgent queries.
[RESOLVED]Server down: SIRIUS
11 Aug 2008 12:46 : 28 days ago
The UK mail server and MS SQL server is currently down. We are looking into this and hope to have it resolved ASAP. [UPDATE]13:48 Data Centre staff are looking at the server and we hope to have it back up and running , or a detailed report from them very shortly. [UPDATE] 14:11 The server boots up, but then immediately restarts. We are in the process of connecting up controls to enable us to remotely control the server and identify the error.[UPDATE] 15:37 The mail server is now live, please read the full article for more details.
[RESOLVED] Mail Delivery to Hotmail/Live Addresses
17 Jul 2008 11:08 : 53 days ago
We are currently experiencing problems with mail delivery to Hotmail and Live addresses. [UPDATE 21 July] Mail is now flowing to hotmail again. Click for more info.
[RESOLVED] Datacentre Outage
29 Jun 2008 05:06 : 71 days ago
The UK network was offline for about an hour this Sunday morning. This was due to a power failure at the dc and was immediately dealt with as quickly as humanly possible. We await a comprehensive update from the dc as to what caused the outage and thier subsequent reaction and investigation, which has been promised in the next few days. [UPDATE 2 July] the DC has issued a comprehensive explanation of why the power failure occurred. The backup power systems did kick in, but due to a failure in a switch they drained from battery power and hence the outage. the problem has been extensively tested after new equipment replaced old and we are now happy that the DC is happy this problem will never occur again.
[RESOLVED] Client IP addresses banned
20 Jun 2008 16:40 : 80 days ago
We have found a couple of IP addresses that are making multiple connections to the mailserver which is not helping with todays problems. These have been banned for now. Clients owning these IPs should contact us to explain why they are making so many simulataneous connections to shared mail servers. You can check if your IP is one of these by going to www.whatismyip.com. Banned IP addresses today include : 80.176.233.19 81.149.54.42(more may follow)[UPDATE Sat 12:21] The bans have now been removed. Clients should note that multiple connections from a single IP address is not good for shared servers, you should be installing something like exchange server, or a POP3 aggregator (such as VPOP3) locally if there are more than a handful of people working from the same location.
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