Archive for the ‘Notices’ Category

Google Chrome User Special Alert …Important

August 15, 2017

Special alert to our merchants who use Google Chrome.

Google Chrome has put out an update today which breaks the editor tool that is used inside of StoreSecured. Please note that when using the latest google chrome browser with Storesecured’s editor all of your editor content appears empty and if edited will result in losing your content.

This is a brand new Chrome update and we are investigating to see if the editor tool has an update to stop this problem.

In the meantime we recommend either turning off the editor if you use Google Chrome, use a different browser, OR set your editor to use the old version. This setting is located under General–>Other Settings.

Note that this is a result of an automatic update that Google Chrome is doing today so if you use Google Chrome this applies to you.

As soon as we have further information we will make further updates.

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Portal issue 3/21/2017 (Resolved)

March 21, 2017

This morning, 3/21, StoreSecured experienced an issue that affected the successful loading of some of the pages in the application used to manage stores. Note that this issue did not affect actual store loading or any other areas beyond the editing of stores. The error was the result of a problem with a windows security update for new PCI compliance rules and was resolved at approximately 10:30am Pacific time.

We are sorry for any inconvenience that this error caused. The underlying issue has now been found and corrected.

Email Server Failure 2/13 2:00pm PST

February 13, 2017

2:55pm PST
The email server has been restored from the most recent backup file and all email accounts are now operating as normal. There was downtime of approximately 1 hour and any emails sent during that time will still be received.

**IMPORTANT** Please note that the last backup which we restored from was done at 11:00PM PST last night and all email accounts have been reverted to their status as of 11:00PM. Because we are now working off the backup please note that anything done between the last backup and 2pm is NOT visible. Ie emails sent were delivered as that action had already occurred. Emails that you had already opened to read between 11pm and 2pm will be shown again as unread. Most importantly, any email received during that period is no longer available. We are very sorry for the inconvenience that we know that this has caused, unfortunately the backup was about a half a day old. As is always the case, we will be reviewing what happened along with the backup policies and procedures to see if they can be improved for the future. If you have any questions, comments or concerns, please direct them to support@storesecured.com

2:00pm PST
The email server is currently down.  We have experienced a hardware failure for the server where the email is hosted.  All email accounts are currently non-functioning.  While we are researching what has happened we have begun a restore from the most recent backup to create a new server and as soon as the backup is restored we will be restoring email service.  Further information will be posted once it is available.   At this time we expect approximately 1-2 hours restore time.

All other services are operating as normal.

 

Christmas Holiday Live Chat Closures

December 26, 2016

Live chat will be closed Monday December 26th – Friday December 30th so that our employees can spend time with their families. Email and support tickets will be available as normal. Regular chat support will resume on Monday January 2nd.

Merchant Action Requested – DNS Change

April 13, 2016

=====================================================
**Merchant Action Requested for Custom Domain Names**
=====================================================
If your store uses a custom domain name, for instance http://www.mystore.com the following instructions apply to you.

If your store is only available at a subdomain, for instance, mystore.storesecured.com or mystore.easystorecreator.com the below information does NOT apply.
=====================================================

In order to take full advantage of the planned upgrades and for a more seamless transition we urge all customers who are currently using Rackspace nameservers to update your domain nameservers.

If your current domain nameservers are:
NS.RACKSPACE.COM
NS2.RACKSPACE.COM

Change the domain nameservers to:
JEFF.NS.CLOUDFLARE.COM
UMA.NS.CLOUDFLARE.COM

ONLY the two CloudFlare name servers should be present. All other nameservers must be removed.

Your website will not experience any downtime when you change your nameservers.

How do I change nameservers?
==================================
Nameservers can be changed at your domain name registrar, ie the company who you pay your yearly domain name fee to. Some examples of domain name registrars are network solutions and godaddy.

Why do I need to do this?
==================================
We are transitioning all merchants who use the Rackspace DNS to Cloudflare DNS for their advanced zone apex management and traffic protection. The Rackspace DNS is older and does not provide the necessary support and automated management. All sites WILL continue to function even if the change is NOT made but we will be unable to automatically route your shoppers to the least busy server.

What is CloudFlare?
==================================
CloudFlare offers regular DNS services along with traffic acceleration, DDOS protection and a worldwide CDN. As part of the DNS switch we will also activate CloudFlare’s advanced features on your site. You can read more about Cloudflare at
https://blog.storesecured.com/2016/02/02/cloudflare/
and
http://www.cloudflare.com

Special notes and considerations
==================================
If you use your domain name for any services outside of StoreSecured, ie 3rd party email or websites please let us know so that we can ensure your setup is correct for the switch over.

Questions
==================================
If you have any questions, comments or concerns please contact support at support@storesecured.com, we would be happy to help.

Scheduled Maintenance 4/15 9:00pm PST

April 11, 2016

Scheduled maintenance period Friday 4/15 9:00 pm – 2:00 am Pacific time for server hardware upgrades and migration.

During the maintenance window there will be expected downtime of between 30-60 minutes during which a maintenance message will be shown in place of the sites. For the remainder of the maintenance period sites will be running but with expected slower then normal response times.

The manage portal and ftp servers will be set to maintenance mode during maintenance and store owners will be unable to login or make changes to sites.

Email will operate as normal during maintenance.

=========================================================
**Merchant Action Requested**
=========================================================
If your store uses a custom domain name, for instance http://www.mystore.com the following instructions apply to you.
If your store is only available at a name like http://mystore.storesecured.com or http://mystore.easystorecreator.com the below information does NOT apply.

In order to take full advantage of the planned upgrades and for a more seamless transition we urge all customers who are currently using Rackspace nameservers to update your domain nameservers.

If your current domain nameservers are:
NS.RACKSPACE.COM
NS2.RACKSPACE.COM

Change the domain nameservers to:
JEFF.NS.CLOUDFLARE.COM
UMA.NS.CLOUDFLARE.COM

ONLY the two CloudFlare name servers should be present. All other nameservers must be removed.

Your website will not experience any downtime when you change your nameservers.

How do I change nameservers?
==================================
Nameservers can be changed at your domain name registrar, ie the company who you pay your yearly domain name fee to. Some examples of domain name registrars are network solutions and godaddy.

Why do I need to do this?
==================================
We are transitioning all merchants who use the Rackspace DNS to Cloudflare DNS for their advanced zone apex management and traffic protection. The Rackspace DNS is older and does not provide the necessary support and automated management. If the change is NOT made your site WILL continue to function however we will be unable to automatically route traffic to the best available server.

What is CloudFlare?
==================================
CloudFlare offers regular DNS services along with traffic acceleration, DDOS protection and a worldwide CDN. As part of the DNS switch you will later be able to activate CloudFlare’s advanced features on your site. You can read more about Cloudflare at
https://blog.storesecured.com/2016/02/02/cloudflare/
and
http://www.cloudflare.com

Special notes and considerations
==================================
If you use your domain name for any services outside of StoreSecured, ie 3rd party email or websites please let us know so that we can ensure your setup is correct for the switch over.

Questions
==================================
If you have any questions, comments or concerns please contact support at support@storesecured.com, we would be happy to help.

Manage Portal Slowness 3/20/2016 Resolved

March 20, 2016

On Sunday March 20th between approximately 9:00am and 10:15am Pacific time StoreSecured experienced slowness on the management portal. All requests to login to the management portal received errors and anyone already logged in was experiencing extreme slowness in managing their stores. The issue was resolved as of 10:15am.

We are sorry for any inconvenience.

15 mins Unscheduled Downtime

December 29, 2015

At approximately 1:00pm PST one of the StoreSecured servers required an emergency reboot in order to properly function.  The reboot took approximately 15 minutes (due to a long update being applied at restart) and during this time all customer facing sites and the manage backend showed an error message about being unable to connect to the database.

As of approximately 1:15pm PST all sites and the backend are again operating as normal.

We are currently investigating the cause of the needed reboot.  We are sorry for any inconvenience this may have caused.

 

Happy Holidays from the StoreSecured Team

 

 

 

 

Christmas Holiday Live Chat Closures

December 7, 2015

Live chat will be closed on Thursday December 24th – Friday January 1 and close early, 12:30pm, on Wednesday December 23rd so that our employees can spend time with their families. Email and support tickets will be available as normal. Regular chat support will resume on Monday January 4th.

Happy Holidays from our families to yours.

Thanksgiving Holiday Live Chat Closures

November 24, 2015

Live chat will be closed on Thursday November 26th – Friday November 27th and close early, 12:30pm, on Wednesday November 25th so that our employees can spend time with their families. Email and support tickets will be available as normal. Regular chat support will resume on Monday November 30th.

Happy Holidays from our families to yours.