This post is an update to our urgent news bulletin here (alternate link).
As we posted on Twitter yesterday, we have now successfully migrated all of our servers from the area that was suffering from a sustained cyberattack over the past few days to a brand new location.
This unplanned emergency migration has taken a lot of work and our support team has been busy responding to customer messages throughout the entire holiday period as well as ensuring that everything migrated to our new datacenter successfully. All outstanding messages received earlier than Sunday night should now have received responses and as the network problems clear up we will be back to our normal reply speeds.
A few people didn’t provide a working email address so if you haven’t received a response yet, please try sending us another message. We’d love to be able to get in touch with you.
I’ve been monitoring our uptime since the problem hit and since the migration completed our servers have been accessible without any interruptions. Users in some areas may find that it can take up to 48 hours for their ISPs to update with our new server location, so if you’re still having trouble please contact us and we’ll get you up and running in the meantime.
If you’re having trouble contacting us (alternate link) through the website we can be reached on Twitter, Facebook, Tumblr or Amazon – even if you didn’t purchase your kit through Amazon originally. All of these services are hosted in different regions to our own servers and you shouldn’t have any trouble connecting to them as the connectivity issues subside.
So, now that things are slowly returning to normal, what’s next?
We’re releasing updates to HUE Animation today to address a few issues which users alerted us to over the Christmas break, such as a problem with some Windows PCs recognizing that they can’t connect to our server properly during the cyberattacks; this has now been resolved by our engineers. The new Mac update addresses a camera connection problem on some newer systems.
If you aren’t prompted to update automatically, you can visit your account on our website to access your downloads (alternate link).
Thank you all, for persisting through the difficulties that this cyberattack has caused over the festive period. It’s been greatly appreciated.
compre el hue animation studio y no se quiere instalar en una pc con windows 10. favor de decirme que hacer
my hue animation studio cannot installs in a PC with windows 10
Please help, my kids still can’t use their Christmas gift! We are unable to activate via your website, and have no licence key for offline activation. We have sent 3 emails with no response!
I attempted to download Sam animation using the klutz book, but upon trying to down load it I was unable and eventually found this. Did I wait too long to use the Klutz book and I am out of luck, or is there a way I could still get the software?
Leave a reply
You must be logged in to post a comment.