System Alerts and Details

As previously reported, we are beginning a short planned maintenance on our database servers.  This maintenance will last for approximately the next 5 minutes.  We will keep a maintenance window open for this full hour to ensure that there is no further impact to our service.  This will not impact the sending or receiving of email.   This will not impact your current DNS, WHOIS Privacy, Domain Forwarding, or Lock/Unlock Status.  This will impact all Hover Administration tasks and actions:

-  not functional sites:  http://help.hover.com;  https://www.hover.com/manage
-  you will not be able to:  register new domains;  renew domains;  change your WHOIS Privacy Information or Settings;  update your Name Servers;  register new personal names;  renew email addresses;  change or update your billing information; enter our help pages, forums or your administration page.

If at any point you have created a custom nameserver on a domain name that you have with us, using the IPs of one of our nameservers, your nameserver will break when we migrate datacenter’s this evening.

Even though this is an unsupported configuration, we’re sorry if we put you in a bad spot. We have no way of knowing who you are to notify you, so if you fall into this group, you can avoid breakage by updating your nameservers to ns1.hover.com, ns2.hover.com and ns3.hover.com.

If this notice makes no sense to you, then I personally guarantee that you won’t be affected by it! We estimate that only a dozen or so people have implemented their own nameservers using our IPs, and that this will not affect 99.999999% of our customers.

This is a reminder that on Nov 11 at 10pm Eastern Time we will have a short downtime that will impact all Hover accounts for approximately 5 minutes.  We will keep a maintenance window open for the full hour to ensure that there is no further impact to our service.

During this time, you will not be able to:

*  access the following sites:  http://help.hover.com;  https://www.hover.com/manage

*  you will not be able to:  register new domains;  renew domains;  change your WHOIS Privacy Information or Settings;  update your Name Servers;  register new personal names;  renew email addresses;  change or update your billing information;  enter our help pages,  forums or your administration page.

We will closely monitor the system during this time and will keep everyone informed as to the exact start time and finish time.  Just before the maintenance window begins, we will post a notice to let you know the downtime is beginning.

On Nov 11 at 10pm Eastern Time we will have a short downtime that will impact all Hover accounts for approximately 5 minutes.  We will keep a maintenance window open for the full hour to ensure that there is no further impact to our service.

During this time, you will not be able to:

-  access the following sites:  http://help.hover.com;  https://www.hover.com/manage
-  you will not be able to:  register new domains; renew domains; change your WHOIS Privacy Information or Settings; update your Name Servers; register new personal names; renew email addresses; change or update your billing information; enter our help pages, forums or your administration page.

We will closely monitor the system during this time and we will keep everyone informed as to the exact start time and the finish time.

The earlier issue customers were experiencing in Webmail has now been corrected from our side for our customers.  If you hadn’t cleared your Internet cache previous to this, you will not experience this issue some customers had earlier today.

However, if you had already cleared your browser’s Internet history/cache, with this reset we did from our side, you will need to do so again (http://about.hover.com/clearcachecookies).  You will no longer experience the problem after doing so.

This issue was due to the background work done last evening by the email team and again, we sincerely apologize for the inconvenience this has caused as it was not meant to impact the use of anyone’s mailbox.  There are no email issues at this time and you will be able to use your mailbox normally.

About a half hour ago, we proposed a solution that we weren’t entirely sure would solve everyone’s issue with some of the parts of their Webmail account appearing to have “disappeared”.  We have now been able to verify this will definitely clear up the issue for everyone on the Hover Webmail service.

Again, if you are experiencing this issue, please clear your Internet history/cache in your browser.  Here is a helpful article to help you do so:  (http://about.hover.com/clearcachecookies).  Once done, please close the browser (Internet Explorer, Firefox, etc.) completely and then restart it.  When you log back into Webmail, all your information will be available to you.  The information contained in your mailbox was actually still present before this, but if you hadn’t cleared your Internet history since last evening, you would have been viewing a previous instance of the page and not real-time information.  Clearing the cache allows you to see what’s actually there and, more importantly, interact with it.

We are still investigating the root cause of this issue, but it appears related to some work done last evening by the email administration team while they were tweaking services toward better performance for everyone.  Generally, this type of work is done in the background and doesn’t cause issues on the mailbox side and we sincerely apologize for the inconvenience this has caused today.

When we receive some more specifics from the email team about why customers were impacted this time, we will post a further update.

We have received reports that clients are unable to view their mail in the preview pane of their Hover Webmail services while in the Standard interface.  Some clients have also noticed an “Error In Page yield sign” located in the bottom left corner of their browsers.   This appears to be occur in both Internet Explorer and Firefox browsers for anyone experiencing this issue.  Other reports mention they are unable to see the Mail “Settings” or “Contact” information in their Webmail menus.

From our initial investigations, we’ve verified that the information contained in the mailboxes is still present, however, initially hidden and appears to be related to caching.  Your quickest solution would be to clear your Internet history/cache (http://about.hover.com/clearcachecookies).  Once done, then close the browser and re-open it.  After doing this and logging back into Webmail, you should then be able to view all the information again.  If this does not solve the issue, please give us a call as what you are experiencing may be related to something unrelated and specific to your mailbox.

We are investigating the root cause of the issue and will post further info as it becomes available.

From now until November 5 we are upgrading our mail storage systems. In an effort to make the upgrade as painless as possible for everyone, we’re upgrading small groups of accounts around the clock instead of taking our servers offline to upgrade all mailboxes in a single batch. There is no impact to the flow of your email messages.

Each group of upgrades only takes about five minutes to complete, so most of us won’t experience any downtime. If you log into Webmail while your mailbox is being upgraded, you may see that your Inbox or your folders appear to be missing (they’re not – they are hidden). If you experience this, log out and wait a maximum of 5 minutes before logging in again. Your messages and folders will be back, better than new, and hopefully you will not experience this at all.

Some subscribers are continuing to experience problems calling us on the 1-866-731-6556 Hover phone number.

We are still working with the phone company to have this issue resolved.

If you have an urgent issue and do need to speak to a customer advisor directly, if you are able, please feel free to use the local number to reach us during this time:  416-538-5498  This number works with Skype if you have this capability for long distance calls.

As an alternate for non-critical issues, please, use the Customer Service Center to send in your email ticket requests to help@hover.com and one of our advisors will be able to assist you via that method.

We sincerely apologize for the inconvenience this is causing and hope to have this resolved as quickly as possible.

Some subscribers have reported today they are experiencing problems calling us on the 1-866-731-6556 Hover phone number.

We are currently working with the phone company to investigate this issue and hope to have it solved shortly.