Liquid Web - Services Status

Identified: Our team is actively working on automating remediation steps related to the AlmaLinux 8 repository configuration associated with Issue #1 (servers upgraded in-place from CentOS 7 to AlmaLinux 8 using the cPanel Elevate process). This effort is intended to ensure consistent configuration for that group.

Regarding Issue #2, our investigation indicates this scenario affects a much smaller subset of clients, primarily servers where dovecot-solr was installed prior to the cPanel v132 release. At this time, we are not seeing widespread impact related to this condition.

If you believe your server may be affected by either issue, or if you are experiencing email-related disruptions such as IMAP/POP3 connectivity problems or Dovecot reporting as down, please contact our support team by opening a ticket or starting a live chat so we can review and address the issue on your server.

Investigating: We are currently investigating an issue where a recent cPanel update is causing the Dovecot service to crash and fail to properly restart on a specific subset of servers.

This service interruption can result in connectivity problems with IMAP and POP3 and may affect mail sending from the server.

Not all cPanel servers are impacted. We have identified that the issue primarily affects servers that meet one of the following criteria:

1. Servers that have performed an in-place OS upgrade from CentOS 7 to AlmaLinux 8 using the cPanel Elevate script. https://support.cpanel.net/hc/en-us/articles/36882183127959-Socket-file-usr-local-cpanel-var-cpdoveauth-domainownerd-sock-incorrectly-set-in-etc-dovecot-dovecot-conf

2. Servers running AlmaLinux 8 and cPanel that had the dovecot-solr service installed prior to the cPanel version 132 release. https://support.cpanel.net/hc/en-us/articles/36830044341655-Dovecot-not-starting-when-dovecot-solr-is-installed-cPanel-version-132

cPanel has released documentation and provided remediation steps for these issues.

If you are currently experiencing issues with Dovecot reporting down, please open a support ticket via our help center portal or open a chat with our support team so our team can address the issue on your server.

Identified: As shared in our earlier update, our teams are continuing to roll out the W3 Total Cache (W3TC) plugin update on sites that meet the minimum requirements. We’ve already been able to successfully update many sites running vulnerable or outdated versions, and this work is still in progress across the fleet.

We’re also reviewing the remaining sites to determine where the update can be safely applied. In some cases, factors like outdated PHP/WordPress versions or limited server access may prevent the update from completing. For those situations, we will follow up directly with customers once our review is finished.

We still strongly encourage all customers to review their sites and manually update the W3TC plugin if needed, as details about the exploit have already been made public.

Further updates will be shared as progress continues.

Identified: We have successfully applied the W3 Total Cache (W3TC) plugin update to thousands of customer sites where an outdated installation was identified and the environment met the minimum requirements for the upgrade. Our teams are continuing to review the hosting fleet and will apply updates wherever possible.

In most cases, we are able to complete the update for our customers. However, several common blockers have prevented updates on some sites, including:

Outdated PHP versions (older than PHP 7.2.5)

Outdated WordPress installations (earlier than WordPress 5.3)

Restricted or limited server access

Once our update efforts are complete, we will contact customers whose environments contain a vulnerable W3TC installation that we were able to identify but could not be updated automatically, so that they and their teams can take any required remediation steps.

We strongly recommend that all customers review their hosting environments and update the plugin as soon as possible, as a proof-of-concept for the exploit has been publicly released.

Identified: Our team is actively involved in updating the W3 Total Cache (W3TC) plugin to the latest version for all sites running W3TC version 2.8.13 or earlier, as part of the ongoing remediation for CVE-2025-9501.

We are closely monitoring all systems throughout this process to ensure the updates are applied successfully and to verify that there is no customer impact.

Further updates will be shared as progress continues.

Identified: Our team will be updating the W3 Total Cache (W3TC) plugin on WordPress sites where the installed version is lower than 2.8.13. This update addresses CVE-2025-9501, a critical security vulnerability.

A fixed version is available in W3TC 2.8.13 and later. To ensure the continued security and stability of your sites, our engineering team will apply this update.

We do not anticipate any downtime during this process.

No action is required on your part. Our team will monitor the update closely to ensure your sites remain fully functional. We appreciate your co-operation as we take this proactive step to protect your sites.

For additional details on the Vulnerability, please refer: https://wpscan.com/vulnerability/6697a2c9-63ae-42f0-8931-f2e5d67d45ae/

If you encounter any issues after the update please contact our support team through a ticket in your portal or via live chat.

We will provide updates on the progress of the patching.

Monitoring: We sincerely appreciate your continued cooperation throughout the firewall upgrade initiative. Significant progress has been made so far, and our teams remain fully focused on planning and completing the remaining upgrades as efficiently and smoothly as possible.

For those clients we have not yet heard back from, we are now moving forward with scheduling the remaining firewall replacements. Our team is reviewing availability and coordinating the final windows to ensure minimal impact wherever possible. You will be contacted soon with the confirmed date and time for your specific upgrade.

Thank you again for your partnership and patience as we work to complete this critical improvement.

Monitoring: We sincerely appreciate your ongoing cooperation in coordinating firewall upgrades with our team. Significant progress is being made across this initiative, and our teams remain focused on completing the remaining upgrades as efficiently and effectively as possible.

All affected clients have been contacted, and many of the firewall replacements have now been completed. For the few pending replacements, we are waiting for the scheduling confirmation from the remaining clients.

For any clients we do not hear from, we will proactively coordinate a replacement window and notify you once it is scheduled.

We thank you for your continued partnership as we finalize this critical infrastructure upgrade.

Monitoring: We sincerely appreciate the continued cooperation from all clients in scheduling their firewall upgrades with our team.

We are making strong and consistent progress across this initiative. Our teams are diligently working to complete the remaining upgrades as effectively and efficiently as possible.

We will continue to proactively reach out to affected clients to schedule their 2-hour replacement window once their new hardware is prepped.

Thank you for your ongoing partnership as we complete this critical infrastructure upgrade.

Monitoring: We’d like to thank our clients who have scheduled their firewall replacements with our team. Coordination and replacements for end of life firewalls have started smoothly in this next phase, and we appreciate the timely responses that have helped keep this process on track.

We will continue to reach out to affected clients once a firewall is prepped and ready for replacement. As we continue with the remaining replacements, clients are encouraged to coordinate directly with our Support Team through their ticket once a new firewall is ready to go for their account. This will be an approximate 2 hour window of down time.

We appreciate your continued partnership and cooperation as we complete this important upgrade initiative. Further updates will be shared here as progress continues.

Monitoring: Our networking and data center teams continue to work on firewall replacements for clients who are on end of life hardware. Clients affected by this next step should check their customer portal for a notification ticket regarding the required firewall upgrade. Please coordinate in the ticket a window of time where our teams can perform the hardware replacement and upgrade. This will be an approximate 2 hour window of down time.

This upgrade is part of our ongoing efforts to ensure your infrastructure remains secure and fully supported.

We appreciate your continued cooperation and understanding as we complete this important maintenance initiative. Further updates will be provided here as work continues.

Monitoring: Our Network Team has completed the patching and upgrade phase for client firewalls. All systems have been updated as planned; however, a small number of firewalls that have reached end-of-life status will need to be replaced.

Clients affected by this next step should check their customer portal for a notification regarding the required firewall upgrade. This upgrade is part of our ongoing efforts to ensure your infrastructure remains secure and fully supported.

We appreciate your continued cooperation and understanding as we complete this important maintenance initiative. Further updates will be provided here as work continues.

Monitoring: As a quick update - our team has been working round the clock on the patching process, and we're seeing tremendous progress so far. Everything we patched so far has gone smoothly, with only minimal interruptions, to ensure all machines are patched and updated successfully.

If you have a hardware firewall, please take a moment to check your customer portal for any maintenance ticket notifications. We'll be reaching out to each client directly before starting their maintenance.

Should you notice any issues following your upgrade or have any questions, please don't hesitate to get in touch with our Support team - we'll be happy to help. Most updates are still expected to cause only brief interruptions of around 30 minutes or less, and high-availability firewall setups may see little to no downtime.

We truly appreciate your continued patience and understanding while we complete this important phase of the upgrades. We'll keep this space updated as we make further progress.

Monitoring: Our Network Team has made significant progress in the current phase of client patching and upgrade work. Operations are proceeding smoothly.

As we move into the weekend, additional patching and upgrade work will continue. Clients with hardware firewalls should check their customer portal for any maintenance ticket notifications.

If you experience any issues following your upgrade, please reach out to our Support Team for assistance. Most updates are still expected to result in brief interruptions of 30 minutes or less. High-availability firewall configurations may see less downtime or possibly none.

We appreciate your continued patience and understanding as we complete this phase of the upgrades. Further updates will be shared here as our work progresses.

Monitoring: Our Network Team has covered a great deal of ground as we continue progressing through the upgrade schedule. Updates and patching are being completed in cohorts to ensure a controlled and efficient roll out.

Clients with hardware firewalls should continue to check their customer portal for ticket notifications regarding scheduled maintenance.

We appreciate your continued patience and understanding as we work to complete these updates across all environments. Further updates will be posted here as progress continues.

Monitoring: This work is still in progress, and our engineers continue to update the remaining affected systems.

Clients with hardware firewalls will continue receiving direct maintenance notifications via support tickets. Most updates are still expected to result in brief interruptions of 30 minutes or less.

We appreciate your continued patience as we work through the remaining updates. Further updates will be posted here as progress continues.

Monitoring: Our Network Team has made strong progress on the ongoing network patching. This work will continue over the next few days as we complete updates across all systems.

Our engineers are working continuously to ensure the process is completed efficiently and with minimal impact. Clients with hardware firewalls will continue to receive direct maintenance notifications via support tickets. Most updates result in brief interruptions of 30 minutes or less.

We have high confidence that high-availability firewall configurations can be updated without downtime, however we may not be able to guarantee zero interruption.

We appreciate your patience and understanding as we complete this important upgrade. Further updates will be posted here as progress continues.

Monitoring: Our Network Team will be installing security patches over the next few days to fully resolve this issue. Any clients with hardware firewalls that were affected will receive a ticket regarding an emergency maintenance. Security patching will result in down times of 30 minutes or less. High-availability firewall configurations can be patched without any downtime. Please check your customer portal for that notification.

We understand that up-time is critical, and we appreciate your cooperation as we take this proactive measure to protect your systems from potential threats.

We will keep this status page updated with our team's progress.

Monitoring: Our Liquid Web Networking team identified the the networking issue with our DC2 & DC3 data centers. Networking is currently back online.

We will continue to monitor the system to ensure stability.

Thank you for your continued patience.

Investigating: We are continuing to investigate this issue.

Investigating: Liquid Web Systems Engineers are currently investigating a networking issues in our DC2 & DC3 Data Center.

Liquid Web's Networking team have been engaged and are working to restore service as quickly as possible. We will provide further updates as soon as they become available.

Our support team is on standby if you need any help or have questions or concerns. If you have any questions or concerns, please contact a member of our support team via live-chat or ticket ([email protected]).