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Recently, an issue that has the potential to impact a portion of the Public Cloud environment was reported. Our engineers and developers continue to work closely with our vendors and partners to apply the solution to remediate this issue. While we believe in transparent communication, there are times when we must withhold certain details in order to protect you, our customers.
As part of the solution that is being developed, we anticipate that a reboot will be necessary for all Standard, Performance 1, and Performance 2 Cloud Servers within our Cloud Servers infrastructure. In preparation for these reboots, we recommend that you take proactive steps to ensure that your environment is configured to return to proper operations after a reboot. Customers should:
·Verify all necessary services (Apache, IIS, MySQL, etc.) are configured to start on server boot ·Ensure that you have up-to-date server images and file-level backups enabled, and confirm that you have backups of all critical data·Confirm that any unsaved changes, such as firewall rules and application configurations, are indeed saved
We have tentatively scheduled our infrastructure maintenance as follows:
Maintenance Window (by timezone)
IAD, DFW, ORD (in sequence) 6:00am CDT on Sunday, September 28, 2014 to 6:01am CDT on Monday, September 29, 201412:00pm BST on Sunday, September 28, 2014 to 12:01pm BST on Monday, September 29, 20149:00pm SYD on Sunday, September 28, 2014 to 9:01pm SYD on Monday, September 29, 2014
LON 2:00pm CDT on Monday, September 29, 2014 to 12:01am CDT on Tuesday, September 30, 20148:00pm BST on Monday, September 29, 2014 to 06:01am BST on Tuesday, September 30, 20145:00am SYD on Tuesday, September 29, 2014 to 3:01pm SYD on Tuesday, September 30, 2014
SYD, HKG (in sequence) 6:00am CDT to 9:01am CDT on Tuesday, September 30, 201412:00pm BST to 3:01pm BST on Tuesday, September 30, 20149:00pm SYD to 12:01am SYD on Wednesday, October 1, 2014
We will perform this maintenance one region at a time, and will not begin the maintenance for the next region until the maintenance for the previous region is complete. We will communicate with you via email and our status page (https://status.rackspace.com) at least one hour before the maintenance begins and immediately once the maintenance is completed, per region. We will communicate additional details via email, our status page (https://status.rackspace.com) and our Rackspace Community (https://community.rackspace.com/).
As a follow-up, you can also review our Community Thread titled "How to Ensure Your Servers Have a Successful Reboot."
Frequently Asked Questions
Has customer data been compromised?At this time, we are not aware of any instances in which this issue has impacted customer data.
What Cloud Servers do we anticipate will be rebooted?We anticipate that all Standard, Performance 1, and Performance 2 Cloud Servers within our NextGen infrastructure in all Regions will be rebooted. OnMetal servers will not be rebooted.
How do I know if my Cloud Servers are in the Rackspace NextGen infrastructure?Any Cloud Server that is not denoted by an asterisk in your MyCloud Control Panel (https://mycloud.rackspace.com) is a NextGen Cloud Server. In MyRackspace, Cloud Servers are grouped as "Next-Gen" and "First-Gen" via a drop-down list.
Does this reboot affect both Linux and Windows servers?Yes.
If I spin up a new NextGen Cloud Server, will a reboot be required?Yes. Until the maintenance is completed on the entirety of our impacted infrastructure, newly built servers will also have to be rebooted.
When will my server(s) be rebooted?We have tentatively scheduled our infrastructure maintenance as follows:
Region Maintenance Window (all times CDT, UTC -5)
IAD, DFW, ORD (in sequence) 6:00am CDT on Sunday, September 28, 2014 to 6:00am CDT on Monday, September 29, 2014
LON 2:00pm on Monday, September 29, 2014 to 12:01am CDT on Tuesday, September 30, 2014
SYD, HKG (in sequence) 6:00am to 9:00am CDT on Tuesday, September 30, 2014
Can I schedule my reboot?No, we are unable to schedule reboots.
Can I opt out of the reboot?No. The nature of this issue requires that we reboot all NextGen Cloud Servers.
If I reboot my own server, will this mitigate the issue?No. Rackspace must perform this reboot at the hypervisor level.
Is this related to the recently reported Linux Bash vulnerability?No, this is not associated with the Bash “Shellshock” bug reported in the media. If you require more specific information on the Linux Bash vulnerability, please see the Rackspace Community thread - https://community.rackspace.com/general/f/34/t/4303.
Where can I get the most up to date information?We recommend that you subscribe to the RSS feed on the Rackspace status page (http://status.rackspace.com) and follow the thread on the Rackspace Community - https://community.rackspace.com/general/f/34/t/4318.