NovaCloud-Hosting - XEON03-VHOST-EYG1 outage – Incident details

All affected virtual servers have now been successfully started and are operating normally. The incident has been resolved.

If you continue to experience any issues with your service, please contact us immediately by emailing support@novacloud-hosting.com or by opening a support ticket through the customer dashboard.

As compensation for the downtime, all affected customers will receive 3 days of additional service time. This compensation will be applied automatically within the next 48 hours, and we will send an email notification to all affected customers once it has been processed.

We sincerely apologize for the inconvenience caused by this unexpected hardware failure and would like to thank you for your patience and understanding throughout the incident.

The defective motherboard has been successfully replaced by aa technician, and the server is now back online.

All VPS are currently starting up and services are being restored. Based on our checks, there has been no data loss as a result of this incident.

We will continue to monitor the system closely over the next few hours to ensure everything remains stable.

We sincerely apologize for the inconvenience caused and thank you for your patience throughout this incident.

The technician has completed further diagnostics and replaced all RAM modules, CPU1, and the cooling fans. Unfortunately, none of these measures resolved the issue.

Based on the diagnostics, the root cause has been identified as a defective motherboard. Replacing the motherboard is a more time-consuming procedure and requires more time. As a result, the replacement will be carried out by the regular datacenter shift on Monday morning.

We will provide another update as soon as the replacement has been completed or new information becomes available.

A technician is currently on the way to the datacenter to perform further diagnostics and, if possible, replace the defective hardware on-site. We will provide another update as soon as we have more information.

We have identified a hardware issue affecting the XEON03-VHOST-EYG1 hostsystem.

Initial diagnostics indicate a possible failure of either the motherboard or CPU, as CPU1 is unable to detect any installed memory modules. Additionally, the server performed an automatic shutdown after multiple cooling fans failed within a 15-minute timeframe.

We have already contacted the datacenter and are currently awaiting their response. Based on the current situation, we unfortunately do not expect the issue to be resolved before Monday morning.

We sincerely apologize for the inconvenience caused by this unexpected hardware failure. While incidents of this nature cannot be predicted or prevented, we understand the impact they have on your services and are working with the highest priority to restore the service as quickly as possible.

As compensation for the downtime, all affected customers will receive an extension of their service once the incident has been fully resolved.

Please note that, due to the ongoing incident, support tickets related to it will be processed on a limited basis until normal operations have been restored. We will continue to provide updates here as new information becomes available.

It seems that the server orderly shutdown for a currently unknown reason. There is no hardware fault and the server is currently starting.