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  • 4:03 pm on April 30, 2012 | 0 Permalink

    Status Update: 18:00PM GMT+2 (30/04/2012)

    When it rains, it pours. Our server has been under a DDoS attack for the last twelve hours, we’re working extremely hard with our hosting provider in getting this resolved. At this time we have no definite time on when we will be up again, or why we are being targeted… You can read more about the attack here.

    Your continued patience in these testing times is greatly appreciated.

    The WooFramework has recently been patched to fix a possible security exploit in the shortcode generator’s “preview” functionality. While our automatic update system is offline due to the downtime on our server, please e-mail us on techsupport@woothemes.com where we can get a copy of the latest WooFramework to you, with instructions on how to apply the patch using a quick, 4-step, process.

    Please note our DDos attack and the WooFramework patch are completely unrelated, and you are not subject to similar attacks.

    If you need support we have the following option available for you :

    Theme and tech support
    For existing users who require urgent tech support, please e-mail us at techsupport@woothemes.com

    Normal questions
    Normal queries should be directed to support@woothemes.com

    We ask that you only contact us if it is an emergency.

    Thank you for your continued patience!

     

     

  • 9:58 pm on April 27, 2012 | 0 Permalink

    Status Update: 00:00PM GMT+2 (27/04/2012)

    Unfortunately we’ve run into a couple of snags in trying to get the site rolled out on our new servers, it’s not looking likely that we’ll be able to get anything out today. The good news is that we’ll be testing everything even more thoroughly to make sure that we’re ready to kick off right where we left off. Like we mentioned earlier, some users have been affected more so than others; we’ve now got the opportunity to put systems in place that will help us get everyone back to normal. We’re hoping that we can launch the site again tomorrow, with all of our functionality available again.

    Ninja Fuel

    Ninja Fuel

    We’ve been really overwhelmed with some of the messages we’ve received over the last couple of days. More than the coffee and sugar-rich foods,  these support messages have been our greatest motivator.

    Over the last three days Jeff and I have consumed about 40 cups of coffee, drank 20 sodas, learnt a bit of python, analyzed 30GB of MySQL data and had just one home cooked meal. We’re working really hard to get the site online again!

     

  • 2:30 pm on April 27, 2012 | 0 Permalink

    Status Update: 16.30PM GMT+2 (27/04/2012)

    The good news is we are only a few hours away from flipping the switch getting WooThemes.com back online, including the support forums. We hope for around 10pm (GMT+2). The site has been thoroughly tested over the course of today by the 20 person WooTeam and we’ve ironed out most the niggly bugs.

    Users will be able to login to their accounts and access their themes. A select few, unfortunately some of our newest users, might be prompted for some personal details and have the facility from their dashboard to select their themes again.

    Likewise, some of our recent club subscribers might need to give us some personal details so that we can link your recurring subscriptions back to your club membership. We promise a very quick and efficient fix.

    Important note: None of your private information was stolen, and seeing it was kept safe somewhere else we need to re-link some transactions to user accounts that were deleted during the malicious hack.

    Our e-commerce facilities will only be re-introduced tomorrow morning so you’ll need to wait a few more hours to make your theme, extension and club membership purchases.

     

  • 7:30 am on April 27, 2012 | 0 Permalink

    Some of the WooTeam, all over the world, going slightly loco 48 hours into the server restore process.

     

  • 11:16 pm on April 26, 2012 | 0 Permalink

    Status Update: 1.00AM GMT+2 (26/04/2012)

    The team are working from all corners of the world in getting Woo back up and running, whilst still delivering happiness to our loyal customers over email and twitter during the downtime. I’m so proud of our team and the huge effort they are all putting in, going miles beyond what is expected of them.

    We have restored our Woo database, and all our user’s accounts that have transactions linked to them. We are missing only a small few free user accounts, but we are working on facilities to allow you to sign up again easily in seconds.

    A small number of users might not see their themes listed under their accounts, as some transaction records did not include the exact theme and bonus themes chosen. We are working on a dashboard facility to quickly and easily update your theme access list again.

    Tomorrow morning the whole team is testing the new setup thoroughly and we hope to have an ETA for going live again by lunch time.

    We really hope to impress with a fast new site and continued excellent customer service.

     

  • 11:52 am on April 26, 2012 | 0 Permalink

    Hello from Schiphol!

    As life goes, a crisis never hits when you’re just chilling out, have loads of free time and a relatively tiny to do list… Nope, emergency calls when you least expect it and when you’re in the worst possible position handling it.

    Call me Airport Adii

    So that’s why I’m at Schiphol (en-route to the States) and Mag is on his way to Portugal at the moment… Guess that’s just the curveball that life throws at you every now & again. I’m happy to say though that the WooTeam has done an amazing job thus far (fueled on coffee & pizza to make up for the lack of sleep) in helping the WooCommunity and getting our server & data back online. It’s truly been a team effort… Heck, here I am working from the airport lounge whilst babysitting as well… :)

    We’d also like to thank each & every one of you who have expressed your support in the last 36 hours. Knowing that we have such loyal, patient & awesome users definitely makes this tough time much easier to handle. Thank you so much!

    Lastly – we’ll be publishing more details on our progress relating to our new servers & our data recovery in a couple of hours. Hopefully we’ll also have a clearer ETA on when we’ll be back online at that time.

    Keep the faith!

     

  • 10:03 am on April 26, 2012 | 0 Permalink

    Status Update: 11.30AM GMT+2 (26/04/2012)

    It’s been a long 24 hours, but the team are making good progress having restored the WooThemes database on our new, much faster and more stable server. We are now busy generating scripts to salvage lost user accounts from the last 6 weeks, by cross referencing the data against the transaction history we have in our airtight vault that was not compromised.

    Sleep deprived ninjas hard at work at WooHQ.

    We are also working on new user dashboard facilities to report any small niggles with your accounts once we are back up that will result in super quick response time from our staff.

    We do know that we have lost forum support threads from the last 6 weeks, but all things considered, and given the extent of this malicious attack we hope that you understand and are re-assured our support staff will be giving 150% to help you once we are restored.

    We unfortunately cannot give you an E.T.A currently, but are making good progress and working as fast as ninjaly humanly possible.

    Please refer to the post below for contact details should you require urgent assistance.

     

  • 4:34 pm on April 25, 2012 | 0 Permalink

    Status Update: 6:30PM GMT+2 (25/04/2012)

    It’s a couple of hours later and in the spirit of keeping you fully up-to-date with what’s happening at WooHQ, here’s another quick update… This is what we know right now:

    • We have started rebuilding our servers from scratch and are lucky to have our new web hosting partners (more on this soon) help us to get our new server infrastructure in place. Our initial progress has been great and we’re optimistic about this.
    • Our initial suspicions were confirmed and we have definitely lost some data from the last 6 weeks. We are collecting fragments of this from all-round and will aim to rebuild as much of this as possible & as accurately as possible. As soon as we have the full scope for this, we’ll publish the details.
    • We are anticipating downtime for another 48 hours. We’ve decided to be conservative in this & make sure that our new server infrastructure and the data we have there is properly sorted out before we’re flicking the on switch.

    In the meantime… Please feel free to direct technical support queries to techsupport@woothemes.com & non-technical queries to support@woothemes.com. Our whole team is on standby there if you need us.

    If you need access to your downloadable products, please ping us techsupport@woothemes.com & we’ll get you access to the files from our alternative storage in the meantime.

    To wrap this up: we’re here for you whilst we fix things behind-the-scenes and we want to minimize the pain you’re feeling due to our downtime. So if there’s anything that we can do to help at this stage, please give us a shout & we’ll do our best to help in our current, compromised environment.

    Thanks for keeping the faith!

    Adii, Magnus & Mark

     

  • 2:45 pm on April 25, 2012 | 0 Permalink

    Support during downtime

    Theme and tech support
    For existing users who require urgent tech support, please e-mail us at techsupport@woothemes.com

    Normal questions
    Normal queries should be directed to support@woothemes.com

    We ask that you only contact us if it is an emergency.

    Thank you for your continued patience!

     

  • 10:10 am on April 25, 2012 | 0 Permalink

    Status Update: 12:00PM GMT+2 (25/04/2012)

    Around 12 hours ago, we were the targets of a very malicious & severe hack, which has been the reason for WooThemes.com being offline for this time. We have been working furiously to get the server back online and resume normal course of business as soon as possible, but we’ve not been without challenges.

    This is what we know right now:

    • No sensitive / confidential data was compromised. Your credit cards are safe and behind Fort Knox-like encryption, as it wasn’t hosted on our main server.
    • We do anticipate potential data loss (in terms of recently created user accounts) and are working hard to minimize the impact of this.
    • The whole WooTeam (all 22 of us) along with our service providers are working towards addressing the issues at hand, meaning any new product development will be paused for the time being.

    We are incredibly sorry about the inconvenience that this is causing you. We ask you to stick with us – now more than ever – in a challenging time. We promise to get everything back to normal soon.

    Our priority at this stage is to recover our data, after which we aim to make our technical support (forum) functionality available again. In the meantime, we will keep updating this blog with the latest on our recovery attempts.

    You can also feel free to get in touch with us on: support@woothemes.com

    Sorry again & keep the faith!

    Adii, Magnus & Mark

     

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