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21st April 2021

No incidents reported


20th April 2021
Intermittent connectivity to some servers on our virtualisation network. (1 day ago)

Posted @ 20/04/2021 13:17:-

We have identified intermittent connectivity to some servers on our virtualisation network, this is currently only impacting a small number of customers, we are working to resolve this as soon as possible.

Updated @ 20/04/2021 13:36:-

What was initially identified as intermittent connectivity has now been identified as high I/O (Input/Output) utilisation, we are working to resolve this - Please note that this issue only impacts clients who are on our legacy virtualisation platform, clients hosted on our Katapult platform are not impacted by this incident.

Updated @ 20/04/2021 13:56:-

We believe we have isolated the cause of the I/O utilisation and are now working through the hypervisor fleet to correct this issue, customers may find that their server is in the process of or has already restarted, this is necessary to help negate the I/O issues - We thank you for your patience and understanding whilst we work to resolve this.

Updated @ 20/04/2021 14:27:-

We are still working on resolving this issue for some servers, if you find your server is offline then please refrain from attempting to restart it via your client area, it will be restored to service as soon as the overall I/O usage has settled - We thank you again for your patience and understanding whilst we work to resolve this.

Updated @ 20/04/2021 14:57:-

We are still working on resolving this issue for some servers - We thank you again for your patience and understanding whilst we work to resolve this.

Updated @ 20/04/2021 15:37:-

OnApp is currently investigating the issue further, we are awaiting a further update from them on this and will provide additional details as soon as possible.

Updated @ 20/04/2021 15:46:-

The issue has been escalated within the OnApp team for further investigation.

Updated @ 20/04/2021 16:16:-

To provide some additional details on this issue, the underlying problem appears to be related to a specific section of the integrated storage on one of the hypervisors as such this is essentially affecting performance over the entire storage system for users on our OnApp VPS platform. For safety, all VPS's on the platform were gracefully shutdown whilst we work with OnApp's technical team on the issue. Due to the complex nature of the issue, the problem is with OnApp's system administration team however we are awaiting confirmation that we can start to bring some machines online without causing further problems with the integrated storage. More detail will be provided as soon as we have more information available.

Updated @ 20/04/2021 16:21:-

OnApp have confirmed we're able to start machines that are not tied to the affected node as such we're looking into this now as a priority to get users back online as soon as possible.

Updated @ 20/04/2021 16:56:-

We're starting some machines now, we'll provide a further update when this process is completed. Note that this will be a small number of machines initially whilst the issue is ongoing.

Updated @ 20/04/2021 18:07:-

We now have some significant progress with resolving the issue and the offending hypervisor has been rebooted to apply what we believe is the final fix for this problem. We're starting to power up all VPS's on the platform and will provide further updates shortly.

Updated @ 20/04/2021 18:35:-

We're still in the process of powering on virtual machines, and we expect to have them all back online shortly.

Updated @ 20/04/2021 19:00:-

A small number of machines remain to be powered on this is taking longer than we estimated. A high percentage of machines are now back online and operational, a further update will be posted shortly.

Updated @ 20/04/2021 19:34:-

All virtual machines are now powered on and are back online, we are continuing to monitor the performance and infrastructure for any potential issues

Updated @ 20/04/2021 20:05-

We can confirm that every virtual machine is powered on; if you're noticing connectivity problems, please contact our support team for further diagnostics.


19th April 2021

No incidents reported


18th April 2021

No incidents reported


17th April 2021

No incidents reported


16th April 2021

No incidents reported


15th April 2021
KARMA Migrator Issues (6 days ago)

We are currently seeing some connection issues to the KARMA migration system we utilise for migrations from Heart Internet over to ourselves. We are currently investigating the issue and will provide further updates as soon as additional information is available.

This issue is now resolved.

Phishing Emails - Disk Space Warnings and Domain Expiration (Cancelling Domains) (6 days ago)

We are currently aware of a number of phishing emails that have been sent out to some of our customers.

  1. A Krystal branded notification stating domains have been cancelled/expired. The link in the email directs to a page requesting payment details for the domain renewal.
  2. A cPanel disk space warning email. The phishing example in this instance is a spoof cPanel login page looking for the username / password.

We have seen emails originating from the addresses contact@plotter-eg.com and info@pubg-game.info but there may be other addresses that have been used or will be used in the future. Needless to say, none of these emails have originated from us.

These emails were not sent out by Krystal and should be deleted if received. Please do not enter your personal details or credit card information using the link.

The initial batch of emails, which use a template similar to legitimate Krystal emails, appears to have included a link that redirected to an invalid page on our own website. A subsequent email contains a link to a spoofed Krystal branded login page hosted on a 3rd party domain. Once entering details into the login fields, the user is requested for personal information including credit card details.

Legitimate emails from Krystal will always have a From address on our own domain (krystal.uk) and will include your name at the start. If you are not expecting an email from us, we recommend you always check for both of these things.

We are continuing to monitor the situation but our investigations, so far, suggest that domains using our nameservers are being targeted. The messages we have seen are sent to info@ rather than any specific address linked to your accounts with us.

We have no evidence to suggest there has been any compromise of any of our systems or databases.

If you do receive an email of this nature, please do feel free to get in touch with us to verify its legitimacy. You can forward suspected phishing emails to phishing@krystal.uk which will help us to provide appropriate advice to customers.

We do apologise for any concern this may have caused.


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