15
 min read

Important Changes to your Hosting - CrossBox Removal

We've now come to a firm conclusion that the problem is to do with CrossBox, something you'd normally not consider to be problematic, but on this occasion, it has been found to be causing high load and leading to servers eventually 'panicking/crashing and restarting due to a memory leak within the 'root manager process.

Crossbox will be removed on 14/05/2021 just after 20:00.

We're reaching out to you to inform you of some changes we're making to our servers.

This relates to our previous email a few months back about our new Atlas email system due to CrossBox instability and errors.

Recently we've begun experiencing downtime on a few of our servers. This may not have affected your server but has been a major problem for us and has been the cause of many man-hours spent tracking down the cause.

Along the way we've uncovered multiple bugs in the CloudLinux kernel, made sweeping changes to our MySQL and PHP configurations, and even replaced entire servers' hardware to attempt to resolve this.

We've now come to a firm conclusion that the problem is to do with CrossBox, something you'd normally not consider to be problematic, but on this occasion, it has been found to be causing high load and leading to servers eventually 'panicking/crashing and restarting due to a memory leak within the 'root manager process.

After a long discussion on the best way to approach the issue, we've decided that CrossBox is, unfortunately, something we're no longer going to be able to offer. While we're aware it's much beloved by some of our customers, stability is a priority in all cases.

CrossBox has already been stopped on a few servers and has caused major improvements in load and site speed and within the next few days, it will be removed in its entirety.

While those who used CrossBox for their webmail client will be able to switch to another webmail client, those most affected will be anyone who made use of our CrossBox server for MX records or as their IMAP/SMTP server host. This includes resellers who have set up custom branding.

Part of the issue is when raising these concerns with Crossbox they were very unhelpful and downright abusive in some responses. Making Cross very relevant in their name.

This is a response to a polite message asking if it was possible to remove Crossbox cPanel plugin and host it on standalone servers due to high usage when on cPanel servers;

"Hello,

We are sorry to hear about your experience but you must understand that all software needs server resources.

Does Apache consume resources when sites are visited? Does MySQL consume resources when data is read/written? Does CrossBox consume resources when it's used?

The answer is yes. There is no software in this world that you can use without utilizing server resources.

We've checked your account history and concluded that you are not satisfied with CrossBox and that our software does not fit your needs.

With that said, we are sorry to inform you but the decision has been made by the upper management to cancel our partnership with you. This decision is final and unrevocable.

Your licenses are set to be cancelled when due date is reached."

So as you can see Crossbox did not like that we brought up issues with the system in the past and refuse to accept the current security issues and resource usage issues.

We can also confirm they have carried out this exact response and action to over 20 other hosts in the last hour for bringing this to their attention.

So We have decided to not only remove it from all UKBSS.COM servers as they are ending our partnership but we will also be removing it from all UKBSS GROUP companies servers totalling 2132.

This is a very sad event and we are sure that some of you may miss this feature but in all honesty on client reviews only around 3% off you like Crossbox and use CrossBox.

Our new system is much the same but cleaner and less clunky.

Regards,

Mark Grindey

Group CEO / MD

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