Rootpal

Rootpal We provide you with a unique and unmatched managed hosting experience, delivering 99.99% uptime & 24

09/09/2022

Hi Rooty Users,

Here is a full update on what has happened at Rootpal in the last few weeks:

We have nearly restored all the servers and services that were affected by the exploit/outage that happened on 08/17/2022. We restored from the working backups that we had. We are still investigating what happened but it looks like our billing platform was exploited in some way for a user to gain access to cause damage and delete all the server data that Rootpal owns. This is something that was not preventable and is an unfortunate event as it seems the main goal was to try and delete as much data as they could as well as delete the backup data that was attached to the Plesk servers which is possible directly from Plesk.

We have invested into improving our security even more and also raising concerns to the the team at WHMCS about the exploit, and what has happened and we will continue to follow it. We have also invested even more into another backup solution that takes snapshots/full backups of the server instead of using Plesk’s backup software which is slow and has problems. We are excited to see Jetbackup releasing a Plesk extension soon and will be investing in JetBackup as a better backup solution for Plesk control panels.

Anyone that was on the Web Wiza server, the data was completely lost and we are unable to restore as the backups were deleted as well. If you are on this server we will provision you a new hosting account and we will even offer you a cPanel hosting account as well if you are interested.

We are working hard to get to everyone’s tickets and restore their access to Plesk as well as re-connect their accounts, so please be patient while we get to your ticket. This outage/exploit has been devastating to Rootpal and our customers and we are doing everything we can to recover from it.

We have provisioned 3 new servers in the US and we are working on implementing an additional backup solution for each server so that we will have 3 different backup solutions and improved data redundancy so if an issue like this were to happen again we could recover from it much faster.

If you are still having issues with your account or hosting, please create a support ticket and wait for our team to help you.

Thank you,

The Rootpal Team

08/20/2022

Here is an update on what happened:

Although we have taken extreme measures to protect our servers, the portal software that we use WHMCS requires you to use usernames and passwords to connect to the servers API to allow customers to log in to their control panel.

We suspect our WHMCS portal software was exploited to allow someone to log in and wipe all our servers. Also known as a Zero day exploit. No customer account information was compromised, however all data on all servers was entirely wiped.

Additionally we have primarily use Plesk as a control panel for hosting which has the worst backup and restoration process of any hosting control panel. Although Plesk is great, the backup and restoration takes days to weeks to complete as it is not a multi process restore. We have been waiting to for JetBackup to be released for Plesk which was suppose to come out later this year.

Our plan moving forward is we will have to rebuild all the servers which we have already started and will start restoring from the backups we have. At this time we do not know if there is any data loss at this time. Please check status.Rootpal.com to see which servers are online which means they have been rebuilt and the restore process has started.

This process can take time and we can’t provide ETAs as this could take weeks to restore or sooner depending on the slow Plesk restore process.

If you have backups we suggest restoring them on another hosting provider or we can provide you a server to start using and restoring on to get your websites back online once our portal software is up again.

We understand this is an unfortunate event for our customers and we are working tirelessly to restore and recover as much as we can.

We should have the app.rootpal.com portal software up within the next day. We will be looking to see how to patch and protect the WHMCS portal software with the WHMCS team.

Thank you.

08/19/2022

We are still working on restoring services. We have to restore from backups. We do not know what has caused this yet.

Unfortunately there is no ETA on the restoration, but we are working tirelessly to get everything back online.

08/19/2022

We are working to figure out the issue with our servers. Servers are currently down. We will be posting an update soon on our website once we restore the main site.

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5151 California Avenue Ste 100
Irvine, CA
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