Support Notice

Temporary loss of IPv6 connectivity

by Thiago Conrado
Temporary loss of IPv6 connectivity
Our IaaS provider, incorrectly disable our IPv6 ranges, and that provoked loss of reward for all customers. We will compensate all the losses.
Posted in compensation, critical events, network, SLA

DNS failure, lost reward - SLA approved with full compensation

by Thiago Conrado
DNS failure, lost reward - SLA approved with full compensation
Our SLA will compensate all users, paying the regular ZEN reward amount to the collateral wallet for the reward of April 11th, 2020. EasyDNS failed to recover our DNSSec key and the required amount of time for Horizen to re-check the DNS record with a new key led to the losses of a reward.
Posted in compensation, critical events, Horizen, SLA

Our IaaS is excelent, but nothing is perfect: 3h downtime across all servers

by Support Team
Our IaaS is excelent, but nothing is perfect: 3h downtime across all servers
Nexeon had IPv6 connectivity issue across all of our servers, that took a bit more than 2h to be solved. Full compensation for Horizen Nodes is in place.
Posted in compensation, critical events, maintenance, Nexeon, SLA

June Compensations for Super and Secure nodes

by Thiago Conrado
June Compensations for Super and Secure nodes
During June, 2019 we had an exceptional number of compensations for Horizen: 109 for Secure nodes and 15 for Super Nodes. All affected nodes will be over compensated in 25% over the maximum value of Horizen in June ($11.67).
Posted in compensation, Horizen, SLA

Lack of IPv6 connectivity - Courtesy credit

by Support Team
Lack of IPv6 connectivity - Courtesy credit
Courtesy credit will be paid to 6 Secure Horizen nodes affected nodes by 4 hours of connectivity loss.
Posted in compensation, critical events, SLA

Protection fault, 35 nodes off: full compensation + bonus to affected users

by Thiago Conrado
Protection fault, 35 nodes off: full compensation + bonus to affected users
35 nodes in the range sv1508--sv1540 and sv1811--sv1820 went off and lost the reward. We will provide automatic compensation above the expected earnings: Super $4.00; Secure $0.80. New preventives measures will be set in place soon.
Posted in compensation, critical events, Horizen, SLA

Fixing BC Cold Stake with EZ Masternodes

by Thiago Conrado
Fixing BC Cold Stake with EZ Masternodes
To resume BC cold stake at EZ-MN the user will have to replace the remote node stake address. We committed to provide FREE cold staking service continuity. The failure was addressed and we committed to execute some task to prevent the event recurrence.
Posted in Bitcoin Confidential, compensation, critical events, fix, maintenance, solution

Server upgrade and dadfailed on child bug lead to some reward loss

by Thiago Conrado
Server upgrade and dadfailed on child bug lead to some reward loss

EZ Masternodes is moving all its nodes from Dual E5-2650v2 128GB SSD servers to Dual E5-2650v2 256GB 3D SSD with Raid 0. During the process we had an IPv6 connectivity issue, after moving the nodes, in the new server, an Ubuntu confirmed bug did not allowed us to attach some IPv6 (dadfailed on child interface error). As result  daemons that rely on IPv6 in the range 2602:ffc8:1:2::3:100/64 to 2602:ffc8:1:2::3:154/64 may endure reward loss, but we decide to compensate users.

Posted in compensation, Horizen, maintenance, SLA

The SAME Horizen Node goes rougue and claim 80GB of data in 1h

by Thiago Conrado
The SAME Horizen Node goes rougue and claim 80GB of data in 1h
20 Horizen nodes in the IP range 64.44.137.[124--143] went down, yesterday due to the same Horizen Node requesting too much resources. It is all been fixed, and we will offer a full compensation for users that endured loss of rewards in there.
Posted in compensation, critical events, Horizen, SLA

Miss configuration of 15 Horizen Daemons

by Thiago Conrado
Miss configuration of 15 Horizen Daemons

One of our servers had a fault maintenance in the IO restriction. This lead to an initial lost of sync and later our attempt to solve the problem made it worse.

Some nodes in the range sv1541 to sv1555 will not be able to sync before 1 hour, and some not before 2 hours. So, it may lead to a rewad loss for some users.

Complete refund for endured losses will be performed upon user request.

Posted in compensation, critical events

Maintenance issues - Jan 7th

by Thiago Conrado
Maintenance issues - Jan 7th
During the load balancing of servers we had some maintenance issues, all the  11 affected nodes will be compensated according to our SLA.
Posted in compensation, SLA