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System Status

Cybersecurity Incident Update August 6th

We have continued to advance our restoration efforts and we now anticipate that we will be able to recover the majority of our customer data. Nevertheless, this process is very complex, and due to the extensive impact that this event had on our systems we are unable to provide a definitive ETA. We expect that this overall process will take several weeks with continued diligent effort. That said, we are continuing to work directly with individual customers to answer their questions and facilitate the return of their data when it is safe to do so.

The singular focus of everyone at our company remains the safe and efficient restoration of our customer’s data and helping them continue their operations as best as we possibly can. We once again thank you for your patience and understanding during this incredibly challenging time.

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Cybersecurity Incident Update July 28

Since our previous update, we have continued to work around the clock to assess the recoverability of customer data. While this process remains ongoing, we are beginning to reach out to certain customers individually in specific instances in which we have identified a path to data recovery. We are committed to providing our customers with updates as soon as we have more information.

The singular focus of everyone at our company is restoring our customer’s data and helping them continue their operations as best as we possibly can. We once again thank you for your patience and understanding during this incredibly challenging time for all impacted by this attack.

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Cybersecurity Incident Update July 23

We are continuing to work around-the-clock in partnership with third-party cybersecurity experts to prepare to reconnect as many of our customers as possible with their data as quickly as we are able to. Due to the extensive nature of this attack, we are still unable to provide a definitive restoration timeline. We are still in contact with law enforcement and are working diligently with our customers to keep them informed and help them continue their business operations as best as possible.

Thank you again for your continued patience and understanding as we work through this incredibly challenging situation.

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Cybersecurity Incident Update July 20

Tuesday July 20

We are continuing to work around the clock with our third-party experts to investigate the nature and scope of this attack.  We are meticulously scanning our systems to determine exactly which ones were impacted by malware, and which ones may still be viable and/or clean to bring back online. We have also been staying in close contact with law enforcement and working with our customers to relay as much information as possible to help them meet their business needs and make go-forward decisions that are in their best interests and that of the industry’s.

 

As soon as we have a definitive timeline to share in terms of when we will be back up and running, we will do so – but we are still very much so in the containment and remediation phase and appreciate our valued partners’ patience at this time.

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Cybersecurity Incident Update July 19

Monday, July 19

Cloudstar is working around the clock to progress our restoration efforts and is committed to keeping our stakeholders informed of our latest updates. Please see below for the current status of our investigation:

 

What happened: On Friday, July 16, Cloudstar discovered it was the victim of a highly sophisticated ransomware attack. Due to the nature of this attack, at this time our systems are currently inaccessible, and although we are working around the clock, we do not have a definitive restoration timeline. Our Office 365 mail services, email encryption offering and some support services are still fully operational.

 

Are all Cloudstar services down?: No. Currently, our Office 365 mail services, email encryption offering, and technical support services are still fully operational and secure. Customers utilizing those services can continue to do so confidently as we work to restore additional systems.

 

When will you know more?: We are working diligently to address this matter as quickly as possible and will keep our stakeholders informed of our progress. Due to the nature of this attack, we do not have a definitive restoration timeline.

 

Was any of my information stolen?: At this time, it is too early to speculate about what data may have been impacted. We are working diligently to address this matter as quickly as possible while investigating the scope of this incident and will keep our stakeholders informed of our progress.

 

How can I keep up to date on the latest updates?: Please refer to our security incident updates posted on https://www.mycloudstar.com/system-status/ for the latest updates on our investigation and restoration process.

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Cybersecurity Incident Update

Sunday, July 18

What happened: On Friday, July 16, Cloudstar discovered it was the victim of a highly sophisticated ransomware attack. Due to the nature of this attack, at this time our systems are currently inaccessible, and although we are working around the clock, we do not have a definitive restoration timeline. Our Office 365 mail services, email encryption offering and some support services are still fully operational.

 

What we are doing: Cloudstar has retained third-party forensics experts Tetra Defense to assist us in our recovery efforts and also informed law enforcement. Negotiations with the threat actor are ongoing. Additionally, we have informed all of our customers and are committed to helping them through this and working in the best interest of the industry. We will continue to investigate this incident and provide updates to our customers as we have additional information to share.

 

What is next: We are working diligently to address this matter as quickly as possible and will keep our stakeholders informed. As we continue to investigate and respond to this incident, we will provide updates as appropriate. 

 

This is an incredibly difficult time for Cloudstar but more importantly, for our customers, whose trust we value so highly. Please check back for updates.

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Possible Service Interruption

Cloudstar is currently experiencing a service interruption which is affecting a portion of our customers. The support team will provide additional information as it becomes available.

We apologize for the inconvenience.

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2 Factor Authentication System Upgrade

TICKET CLOSED

Ticket Number:  789287
Location: All Data Centers

 

Start Date: Saturday 4-10-21 9:00 am Eastern Time
End Date: Saturday 4-10-21 12:00 pm Eastern Time
Work Window: 3 Hours

 

Status: Scheduled
Risk: Medium
Maintenance Type: System Upgrade

 

Reason for Work: Upgrades are being applied to enhance security and stability of the Cloudstar multi-factor authentication systems. Upon completion of work, Cloudstar 2FA customers will be able to resume normal authentication. Prior notice has been provided via email to all Cloudstar 2FA customers. Please contact your customer service representative should you have any questions.

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Warranty Replacement & Firmware Upgrades

TICKET CLOSED

Status Update:  Maintenance Completed Successfully

Ticket Number:  3829021
Location: Santa Clara, CA Data Center

 

Start Date: Saturday 11-7-20 2:00 pm Pacific Time
End Date: Saturday 11-7-20 6:00 pm – 8:00 pm Pacific Time
Work Window: 4-6 Hours

 

Status: Scheduled
Risk: Low
Maintenance Type: Warranty Drive Replacement & Emergency Controller Firmware Upgrade

 

Reason for Work: Storage Stabilization.

 

Description: Cloudstar engineers will be working hand-in-hand with Dell / EMC Mission Critical Pro Support to perform warranty drive replacements on a currently off-line storage array in addition to performing critical in-line updates.

Dell / EMC has identified several issues found within both Dell / EMC’s hardware and storage controller firmware that may lead to instability and will be performing an in-line warranty upgrade of both storage and storage controller firmware.

Best practices mandate minimal disk I/O so as to ensure a smooth upgrade. At the request of Dell / EMC Pro Support, customer virtual machines will be powered off during this process. The procedure will be carried out after verifying all customer backups are current and correct, and will be performed remotely by Dell / EMC Pro Support Engineers. Standby Engineers will be onsite, at the data center, with serial connections to the controllers, and remote access provided to Dell in the event a contingency restoration of controller firmware is required.

A post upgrade review of log files will be conducted by Dell / EMC Pro Support so as to ensure a successful in-line warranty upgrade at which time customer VM’s will be brought back online. Cloudstar customer services representatives will notify customers that it is then safe to return to normal operations.

Status updates will be posted online throughout the duration of the project as they become available.

NOTE: Cloudstar maintenance policies, parts availability, and end-of-month blackout procedures prohibit our engineering team from conducting this maintenance any sooner than it is currently scheduled.  Please be advised that there is no immediate threat to the environment; however, Dell / EMC advises that this maintenance be performed as soon as possible.  This equipment is currently under their management, and as the manufacturer, we defer to their professional guidance, expertise, and direction.

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Telia Carrier – Planned Telco Circuit Maintenance

TICKET CLOSED

Cloudstar has received a planned work notification from Telia that will affect their circuits in California, including our Santa Clara, CA data canter.

The Internet backbone provider will begin performing a series of hardware upgrades to address both network capacity and expansions. Scheduled maintenance will be performed over 3 maintenance windows during off peak hours.

 

  • 10/26/2020 from 10pm – 10/27/2020 7am (Pacific)
  • 10/27/2020 from 10pm – 10/28/2020 7am (Pacific)
  • 10/28/2020 from 10pm – 10/29/2020 7am (Pacific)

 

While the maintenance windows are 9 hours long, it is unlikely that the resulting service interruption will last longer than one hour.

NOTE:  Cloudstar services will remain available via your alternative redundant access links.  Should you experience loss of connectivity during the maintenance window, it will only be temporary until the upgrade is completed by Telia or until you login via the redundant connection.

After each day’s work is complete, you will be able to resume normal use of the Telia links/URL’s.

Customers who have purchased their own dedicated circuits, use private circuits, or who utilize other shared circuits, will not be affected.

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