Incident History — Raines Internet Solutions Service Outages

UniFi Cloud-Hosted Contoller Unavailable UniFi Cloud-Hosted Controller Solution

Resolved

27 Jul 20:16 UTC – 28 Jul 00:06 UTC

We have identified an issue affecting our cloud-hosted UniFi Controller service. Users are currently unable to access the controller, and managed devices could be failing to communicate with it. We are investigating and working to restore service.

Resolved 28 Jul 01:39 UTC

The cloud-hosted UniFi Controller service has been fully restored. The issue was traced to a failed component responsible for providing access to the web interface, which was manually restarted to restore service. The issue was found to have only impacted access to the controller's web management interface and did not affect device management or network operation. Throughout the outage, managed devices remained connected and continued to operate normally.

Scheduled SSL Certificate Maintenance RemoteApp & RDS Gateway Services RemoteApp & RDS Web Client RDS Connection Broker HA Cluster

Completed

11 Jul 03:00 UTC – 11 Jul 13:00 UTC · Completed 11 Jul 12:47 UTC

A planned maintenance window for the Hosted RemoteApp & RDS Platform to perform SSL security certificate maintenance/renewal has been scheduled. During this time, services will remain online and customer RDS sessions might experience brief connectivity interruptions.

Although this process is a regular maintenance event, it can result in an increase in support calls. Please review the following support information before opening a support ticket: https://myaccount.raineshosting.com/knowledgebase/83/Common-End-User-Issues-Post-SSL-Maintenance.html

Unexpected Reboot of RDS Gateway Node Affecting Some Remote Desktop Sessions RemoteApp & RDS Gateway Services

Resolved

02 Jul 00:20 UTC – 02 Jul 00:40 UTC

A Remote Desktop Gateway server in the gateway farm unexpectedly rebooted. During the event, some active client connections were interrupted and subsequently reconnected through another available gateway within the cluster. Service redundancy operated as designed, and overall access to remote desktop and application services remained available.

ShopExpress Website Performance Issue Raines Internet Solutions ShopExpress Website

Resolved

01 Jul 02:01 UTC – 14 Jul 07:00 UTC

We are currently investigating a performance issue affecting access to our ShopExpress online store. The website may be temporarily unavailable for some users.

Resolved 14 Jul 15:05 UTC

Incident has now been marked as resolved.

Monitoring 07 Jul 04:22 UTC

ShopExpress website is now operational again and under resource monitoring for the next 7 days.

Identified 02 Jul 01:17 UTC

We have identified performance issues affecting the ShopExpress website and have confirmed that the platform is currently being targeted by a malicious DDoS (Distributed Denial of Service) attack. Our engineering team is actively implementing mitigation measures to restore service stability. To assist with remediation efforts and protect the platform, the ShopExpress website will be placed into maintenance mode and may be unavailable while we work to fully resolve the issue and restore normal performance. We apologise for the inconvenience and will provide further updates as they become available.