Brian

It seems you have this fixed, which is good of couse -- For future issues though, I strongly suggest using our helpdesk (https://support.hawkhost.com) for technical issues instead of our forums. Our helpdesk is staffed 24/7/365 whereas our forum is not, so an issue is going to be resolved much faster through our helpdesk.

We accept payments from unverified Paypal accounts so that won't be a problem. If there is an issue with your order that prevents it from being setup our billing team will email you for more information, otherwise your account would be setup without an issue.

There are two separate issues at play here. The one OP is referring to is a unique issue which is different than almost all the reported issues we've seen. The more common issue is the fact that the credentials issued by the helpdesk, even if you reset them through our helpdesk, are not valid. All logins are derived from the client area so you need to use https://my.hawkhost.com/pwreset.php to regain access if you lost it. In nearly all cases once we let customers know to use the client area credentials for both their client area and helpdesk, it fixes the issue. The problem OP is reporting is different than this, and provides a random error when logging in instead of the basic 'Login Failed' we normally see.

This was not isolated to a single user, but from my understanding it only impacted about 10~ people out of our entire customer base. Very random issue

An abuse ticket was opened on your account for this so I ask you please follow up there. Abuse issues need to be handled via ticket and it isn't something we can address via the forums.

As a follow up it looks like you submitted a support ticket for this and it's currently being worked on in our sysadmin department.

This should be something set at the server level, we'd need to investigate what exactly broke in order for us to fix it for you. Please contact our support department with details about what you did + we'll fix this

Thanks for the ticket ID -- I've assigned this to our sysadmin department as I believe we do have a fix for this. We'll update you in the ticket with more info soon

It looks like your order was setup and our sales team talked to you about why there was a delay so you should be good to go here. If not feel free to open a new ticket or PM me here -- thank you very much for signing up with us!

I'm assuming you're trying to install this through Softaculous and not manually? If so that would explain this issue as Softaculous detects the servers default version which is 5.2.X, it doesn't look at your account specific handlers/versions. Please submit a ticket at https://support.hawkhost.com reporting this problem (please also link to this forum thread) and we'll escalate the ticket to our sysadmin queue so we can fix this for you.

I'm not sure I see the issue here. Hop 9 is just a timeout before the packets get through our DDoS mitigation gear, and hop 10 is the traffic actually passing through the hardware. Nothing seems unusual about this to us and once we remove the IP from the system the traceroute will no longer pass through that device.

This should be fully resolved now. We'll keep a close eye on things for the next 12 hours just in case issues crop back up but at this time your site(s) should be loading without an issue.

This is a known issue and our status page has been updated for the event: http://www.hawkhoststatus.com/services/ams001 Any updates we have will be posted there but I'll also follow up with this thread when it's 100% back online.

Thanks for the follow up here, and we're glad to hear this was resolved!

That ticket shows we've replied and is waiting on your response. Please follow up with us there if you have any further questions or issues.

Fowler is correct, this type of issue really needs to be handled via support ticket. There are a lot of account sensitive details we need to go over and that really isn't something we want in a public forum We have a number of tools we can use to determine the source of a compromise and locate security holes in your account so please submit a ticket (if you haven't already) and let us help you.

I just checked out your sites and I can't replicate this right now unfortunately, both sites loaded within 1-2 seconds from multiple locations/hosts. I also looked at your resource usage history and you're not hitting your CPU limit, so it definitely isn't a plugin/resource problem. We've also double checked the server itself to make sure there were no known issues from the last day (IO issues, no available CPU, etc) and our graphs/monitoring all look great. If I had to wager a guess I'd say you tested the sites during a temporary load spike which could have been caused by a number of things (backups, spike in traffic to a site on the server, a long running/wild script, etc) but nothing that would be considered a permanent issue. If the issues come up again please submit a support ticket (https://support.hawkhost.com) as you'll get both a faster reply than our forums and it'll allow us to look into the issue as it's happening with hopes of figuring out what is going on. Thank you!

This sounds like it may be a bug, whether it's on our side or Apples side is tough to say based on the info we have from this post. Generally if someone has email issues it involves not being able to send/receive for any number of reasons, but the lack of syncing between devices when using IMAP is strange. If you haven't already I'd suggest submitting a support ticket at https://support.hawkhost.com -- if you have and the issue hasn't been resolved please PM me the ticket ID and I'll follow up for you.

Assuming you're disabled for an overdue payment all you need to do is login to your client area, pay the past due invoice, and your services will be enabled immediately. If you're disabled for another reason (abuse, malicious activity, etc) our abuse team would have emailed you so please follow up there.

The reason our TOS/AUP lists that chat scripts are not allowed is if they grow too large or aren't maintained they can cause *massive* resource issues due to the constant refreshing and having multiple visitors connected at any given time. We do not proactively seek out/look for chat scripts, the only time they come to our attention is if your account is abusing system resources. As long as you can keep your resources in check for a shared environment and don't cause server issues there should be no issues running this on your account. Should you end up causing resource issues our abuse team will contact you and at that time we can work to fix this issue.

Please PM me your ticket ID if this hasn't been handled already, I will take care of this for you right away. Thank you!

Welcome to the forums -- I pulled up your order and it looks like it was setup a few hours after you completed payment, sorry that took longer than expected. At this point should have received your "New Account Information" email with all the details you need to get started. If you don't have that email just let us know, or you can login to https://my.hawkhost.com/clientarea.php and go to 'My Emails' to view those details.

72.29.127.125 is based in Dallas, TX. The tool you're using to lookup the IP location must have old/stale data from a previous owner because we don't offer any servers in Maine/New Hampshire. This is really difficult to debug over a forum as I can't see your account details, could you please submit a ticket (https://support.hawkhost.com) about this? It'll be much easier to figure out there. Thank you.

You were migrated to new hardware as we're upgrading our legacy servers, so your site is now on a newer, more powerful server. We'd really need to have you submit a traceroute in support ticket to debug what is going on here.

Hi Tracey -- this is mostly an informational statistic, your account *should not* be limited even if you exceed that memory limit. Now things like CPU usage and PHP processes/entry processes are tracked and if you hit 100% CPU your site would be throttled, but this absolutely should not happen with memory. If you notice issues though please let us know via support ticket (https://support.hawkhost.com) and we'll take care of this immediately. Also, if you'd like, submit a ticket and reference this forum post (please also ask for the ticket to be assigned to myself, Brian) and I'll take a few minutes to review your account and make any suggestions or let you know where you're at. Hope this helps!