wiki:WikiStart

Version 60 (modified by Jack Aponte, 9 years ago) (diff)

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Welcome to May First/People Link's Support Network

OUTAGE ALERT – February 22, 2011

Due to a missing encrypted disk passphrase, chavez and malcolm had to be rebuilt from scratch over the course of the past 24 hours. Websites and email hosted on malcolm and chavez were unavailable for a portion of this time.

malcolm.mayfirst.org has now been restored. We anticipate that chavez.mayfirst.org will be completely restored by 8:00pm EST on Wednesday, February 23.

Thanks to our daily backup procedures, no data that was added or lost before our last backup before the outage, which took place during the early morning hours on Tuesday February 22. However, any data that was added or modified between that Tuesday morning backup and 5:45pm EST on Tuesday afternoon cannot be restored. Data loss during that time frame may include email, websites and any other files stored on the chavez and malcolm servers, and any data in MySQL databases hosted on chavez and malcolm. We apologize sincerely for any and all data loss.

POP email users on malcolm or chavez may experience problems with their email including error messages and duplicate emails. If you are having problems please view recently posted support tickets to see if others have reported or resolved similar problems. Please create a new support ticket if you need additional help.

If you are an IMAP email user on malcolm or chavez, your email client (Outlook, Thunderbird, etc) is configured to synchronize copies of your email locally, and you have not checked email using your email client since yesterday at 5:45pm, you may be able to prevent email loss by following these steps:

  1. Open your email client WITHOUT allowing it to connect to the internet. The safest way to do this is to disconnect your computer entirely from the internet by turning off wifi or disconnecting your ethernet cable.
  2. Select all email in your Inbox that was received on Tuesday, February 22.
  3. Move or copy this email into a LOCAL folder in your email client. Thunderbird users should move or copy email into a folder in the Local Folders section of their folder pane. Outlook users should look for the Personal Folders section of their folder pane.
  4. Repeat steps 2 and 3 for email received on February 22 in other folders.

If your email client does not let you move or copy the messages this probably means that local synchronization is not set up; if this is the case then there is no way to save those messages locally at this point.

If your MF/PL website or email is hosted on chavez or malcolm, please see our explanation service advisory and our latest update for more details of the cause and nature of this outage. Not sure what server you're hosted on? You can find your primary host by logging into the Members Control Panel and looking in the top right corner.

Before you post

Before posting a ticket please check our service advisories page or the timeline of recent posts to see if we are already working on the problem you have identified. In addition - please try searching using the search box above to see if anyone else has had the same question or to see if your question might be answered in one of our Frequently Asked Questions.

Using the Ticket System

Welcome to our ticket tracking system! The ticket tracking system is designed so we can handle many requests from many members in a timely and reliable way. In addition, the system is based on a public, open and collaborative approach to solving problems. As you will discover - once you login, you have the ability to both ask and answer questions; to both read and edit help pages. With your support, we can build a powerful tool for mutual aid.

Before submitting a ticket, please note a big difference with this system: what you post is public. We are doing this for thoughtful reasons. However, the implications are that whatever you post will be visible to the world. So, among other things, please do not post personal information (like passwords).

The system is more than just a ticket tracking system. Please use the search form at the top right to search our frequently asked questions and wiki pages. You can also browse our frequently asked questions or our overview page to get a better idea of what is available via our wiki.

Note: We continue responding to requests sent to our support @ mayfirst.org email address, however, we will prioritize requests made through this system.

How do I login?

Please click on the Login link at the top right of the page. If you are a May First/People Link member there is no need to register - simply enter the same username and password that you use when checking your email or editing your web pages (using sftp).

Need help?

If you are having trouble using the system, you might be interested in the beginner instructions.

Want to help?

A good place to start is our participate page. It lists a few searches based on common keywords (to prevent total ticket overload). If you would like to see more tickets, you can browse the Timeline and see the latest tickets or click View Tickets and sort them based on your interests and skills (both of these views can be subscribed to as an RSS feed). You can also get notified of every ticket via the support-broadcast email list to which all tickets are sent.

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