TypeWell Website Status
9:45 AM Pacific 3-3-2014: If a transcriber or reader is having difficulty with Web Linking, see Technical Support for Web Linking.
9:00 AM Pacific 3-3-2014: Both of our Web Linking servers have a full load this morning, which indicates most transcribers are connecting OK and they're off and running, providing communication access services across North America. This makes us very happy!
Important: There may be lingering outages while our new name server takes effect. If you are unable to reach a TypeWell website from your location, please use the numeric URLs listed below.
To sign in to your user account (user.typewell.com): http://188.8.131.52/
To refresh your license key (typewell.com/refresh): http://184.108.40.206/license/refresh.form
To reach the public website (www.typewell.com): http://220.127.116.11/
Message sent to TypeWell customers on March 3, 2014:
Due to a hacker attack on our DNS provider last week, you may not have been able to reach the typewell.com websites on Friday or over the weekend. There were regional outages throughout the day Friday, meaning that certain regions were not able to access the websites while others were able to access them normally.
1) What does this mean? The attack made some URLs to our websites ineffective, including the public website (typewell.com), the user account system (user.typewell.com, where users log in to manage licenses), the Support Center (support.typewell.com), and the Web Linking servers (east and west).
2) Who was affected? While some regions seemed unaffected by the outages, many users were not able to reach the websites when they needed to. This included transcribers, schools, businesses, and other service providers, as well as the consumers who rely on us collectively for their communication access services. Common issues included:
- being unable to sign in to your TypeWell account or refresh your software license key
- trouble connecting to or viewing a Web Linking channel during a class or meeting
- being unable to check the TypeWell Support Center or our blog for status updates
3) What did TypeWell do? We posted information on our Google Group forums and to our social media networks, such as the alternate URLs (numeric IP addresses) listed above that enable all users to reach our websites. However, we realize that we were not able to reach everyone who needed a solution. That is why we're reaching out to all of our clients to explain the situation.
We sincerely apologize for the interruption of services, and for the impact this had on your clients and consumers. Our DNS provision was a point of failure that we neglected to anticipate. Many other companies were also affected by this large, unexpected attack by hackers. The event has given us a deeper understanding of what we need to do to make our websites — especially the Web Linking servers — more reliable and safe from such attacks.
4) How will TypeWell prevent this from happening again? We used the weekend to switch over to an entirely new name server. We selected a provider that has an excellent record and by far the fastest servers of all DNS providers, as measured by independent agencies. This not only helps against attacks, but will make all our domains a little snappier for visitors like you.
Please note that while the new name server for typewell.com takes effect, there may be lingering outages. If your region is still affected, please use the numeric URLs listed above to reach the pages you need.
We are working diligently to restore and maintain our websites' +99% uptime record. We understand that you're relying on us to help provide thousands of hours of TypeWell services each week, and we don't take that lightly.
Thank you for continued support. Please let us know if you have any questions, comments, or concerns: firstname.lastname@example.org
Director of Education & Operations