cPanel accounts could not connect to Remote MySQL Server 10

Update timeline

1. resolved Jul 16, 2026, 09:30 PM UTC

   Type: Incident Duration: 4 hours and 13 minutes Affected Components: cPanel /WHM Shared Hosting Jul 17, 01:44:00 GMT+0 - Resolved - Following rigorous efforts by our engineering team, we determined that restoring the crashed MySQL 10 instance to its previous state was not technically feasible. To ensure platform stability, we executed our DRP and successfully restored our system utilizing yesterday's backup. We recognize the severity of this outage for our customers. In accordance with our SLA commitments, we are offering one free month of service to all impacted accounts. Please contact our Support department directly to initiate your SLA credit request before next 14 days. Jul 16, 21:30:54 GMT+0 - Investigating - We are currently investigating this incident. Jul 16, 22:36:00 GMT+0 - Identified - We are continuing to execute our mitigation plan for this ongoing incident. Following an unexpected crash of the MySQL database instance, our team has initiated standard recovery procedures to safely restore full service functionality. We will provide further updates as recovery progresses. Jul 17, 00:24:38 GMT+0 - Identified - We are continuing to work on a fix for this incident.