Andromeda server having a terrible couple days

[yorch]

Yesterday, the server had a hard drive problem, that impacted its performance and availability very bad. The hard drive issue was finally resolved today's morning, but during the day, the server has been having problems again (downtimes, dropping connections) and for the past three hours, the SMTP server is down (looks like finally, while I'm writing this, the service is up again).

I know that hardware problems can happen anytime, so no big deal there, but as the server has been fixed recently, I think the support should have kept an eye on the server today to see how it goes. I opened a ticket regarding the SMTP issue, and three hours later, the support team have not informed me the cause of that problem yet (so I can explain to my customers and promise them that the server will be OK from now on).

[JPC-Jawad]

We regret that you are facing this inconvenience. Yes, andromeda has faced issues lately with RAID. Please provide me the ticket ID here so that I can check it for you.

[wcSubagio]

Yes, last night, i told to customer, andromeda is normal, but today, it crash again, only up for 10 hours.

[JPC-Jawad]

We apologize for the inconvenience. Server has gone unresponsive again. You can follow up on the status of this issue in the official thread linked here.

[wcSubagio]

fail over is better, but i had many account in here if need to move, hard work, resellerzoom should be better, it also belong to landis

[tea]

It is ridiculous how long these problems have continued.

The thread here: Maintenance - Andromeda.nocdirect.com is absurd. The very premise of that thread is aggressive/inflammatory in the way it explains the server's failures with such specificity without offering any "plan B" for each unsuccessful attempt to resuscitate it.

Honestly: could you be any less pro-active? Why not decide to simply migrate to a new server and diagnose the old one at your own leisure, offline, where your clients are not affected? Surely JaguarPC is a large enough company with resources to do something to this effect. The idea of a server showing more than one or two major problems while you add more and more duct tape to hold it together is baffling.

I have been a customer of Aletia/JaguarPC since 2001 and am thinking that maybe I won't reach the 10-year mark, all because of the utter hopelessness that is that thread.

[yorch]

The server is now up, but WHM is still having issues (ticket # 13206773) and the performance is very bad (Load Averages: 12.80 13.90 11.32), its been usually this way for some days now. I hope the server does not fail again today, I ran out of excuses and explanations to my customers. I have never had this kind of problems (that last so long) within the last 2 or 3 years with JaguarPC.

[JPC-Bilal]

Hi yorch,

Your ticket has been replied so please follow up there if you are still experiencing any problem. Thank you.

[tea]

Here we go again..

[JPC-Rizwan]

We received the apache service outage alert for Andromeda server and are checking into reason for high load on server which caused this.

[yorch]

For the past several weeks, the server has been having issues again, I have put 2 or 3 tickets regarding the problems with this server. Now, the server is not working normally again (ticket 13443917). My customers are not pleased at all with this situation.

[JPC-Sreejith]

This problem has been taken care of and updated you ticket. Please update the ticket if you need any further help.

[JPC-Sabrina]

Hi Yorch,

Our apologies for the trouble.It appears that technical support was able to remedy the problem. Jaguarpc appreciates your patience while we correct issues that arise from time to time. The stability of our systems is always a paramount concern to us. If you have any more troubles then you can put in a ticket and post again at this thread. We are in the process of adding some additional talent to our technical team. Response times to technical issues are expected to improve. You are welcome to contact us if this issue continues to plague you. Reliable service is one of our biggest concerns. Again, thank you for your patience and for choosing us as your hosting provider.

[yorch]

Hi,

Again problems with andromeda. The HTTP and Mail servers have been down for three hours now, I opened a ticket an hour ago and they have just escalated it. How is possible that the monitoring tools you have didn't bring the problem into your attention before??

[JPC-Sabrina]

Yorch,

I see that the techs. are addressing the andromeda problem at this moment. We extend our apologies to you for these issues. Your services should be restored shortly.