Hoth

[AJA]

Any news on hoth, it been unreachable for an hour...........

[JPC-Zishan]

Are you having issue in accessing the server or just the sites are inaccessible ? I see that server is up and responding fine to all services.

[AJA]

The sites were inaccessible, the network status showed http and https down.

[AJA]

http down again today, can someone take a look.........

[AJA]

Hoth has been up and down all week.
Is it me, or does this seem a little crazy.
Different abusers each time ??

--- Tech --- : Jeff.S. 2011-10-13/09:58:30
Hello,
There was a user on hoth using more than their share of resources, which was causing problems with apache.

I have killed the scripts in question, and we do not expect this to be an issue again.

Please let us know if we can be of further assistance.


--- Tech --- : Jeff.S. 2011-10-13/17:54:19
Hello,
There was a different user causing load issues.

We have restored the server load to normal, and your site is now functioning properly.

Please let us know if we can be of further assistance

--- Tech --- : Davor.G. 2011-10-17/09:43:01
Hello,

the server got overloaded again by a different user.
This is quite unusual.
We have fixed it and your website is working properly now.
I'm escalating this ticket to our senior staff to make a permanent solution.

Please stand by.

--- Tech --- : Sajjad. 2011-10-17/11:59:31
Hi;

We are monitoring the server closely for any load causing accounts and will suspend them.

Thanks for the cooperation.

Feel free to contact us if you need further assistance.

--- Tech --- : Chris.Sweeney 2011-10-18/11:51:02
Hello,

We have identified a resource abuser on the server and have resolved the issue. The load on the server seems much lower and the services are responding much better now. Please let us know if you are having any further issues, we would be happy to look into them for you.

[JPC-Sreejith]

We are extremely sorry to hear that you are facing problem with server performance. Server is under close monitoring now. Please update us in ticket if you need any fruther help.

[Ron]

Without the proper monitoring tools, techs can be fooled by the data they see using standard Linux tools. It has happened to me (once) to have support disable my account for high resource utilization, when the problem was another user's single process blocking my processes from using a resource. So it looked like I had a gazillion processes running when in reality they were just stalled, waiting.

Good luck, I hope they got all of the problems for you this time.

[JPC-Jim]

We no longer have anyone but Level 3 and above Admins monitoring the servers, so this should no longer be an issues.

[AJA]

Ok so I guess this has become NORMAL???????? We cannot continue to operate this way. We've got no refunds for downtime, our customers are upset because they're websites and/or e-mail are down and it's not a big deal. We REALLY do not want to find another hosting provider but this is just unacceptable. What's most upsetting is the same answer we get all the time. I mean really, we basically just wait until a "load causing account" causes the server to become unresponsive and then we open a ticket and wait for the same response again. Our past experience has been great with your company, not sure what's going on but help a loyal customer please, do something for us other than giving us the same answer each and every time. How loud do we have to yell to get some resolution?????

[AJA]

Ok so I guess this has become NORMAL???????? We cannot continue to operate this way. We've got no refunds for downtime, our customers are upset because they're websites and/or e-mail are down and it's not a big deal. We REALLY do not want to find another hosting provider but this is just unacceptable. What's most upsetting is the same answer we get all the time. I mean really, we basically just wait until a "load causing account" causes the server to become unresponsive and then we open a ticket and wait for the same response again. Our past experience has been great with your company, not sure what's going on but help a loyal customer please, do something for us other than giving us the same answer each and every time. How loud do we have to yell to get some resolution?????

[AJA]

2011-10-13/09:14:04
sample URL:
Our sites on hoth are unreachable..........
Login credentials required to troubleshoot the issue:


- - - SYSTEM - - - 2011-10-13/09:29:21
A customer service representative has begun working on this issue.

- - - SYSTEM - - - 2011-10-13/09:29:51
A customer service representative has begun working on this issue.

--- Tech --- : Igor.T. 2011-10-13/09:30:10
Hello,

I am escalating this issue to our senior support technicians so that they can provide better assistance.
They will reply as soon as possible.

Regards,
IgorT

- - - SYSTEM - - - 2011-10-13/09:57:46
A customer service representative has begun working on this issue.

--- Tech --- : Jeff.S. 2011-10-13/09:58:30
Hello Daniel,
There was a user on hoth using more than their share of resources, which was causing problems with apache.

I have killed the scripts in question, and we do not expect this to be an issue again.

Please let us know if we can be of further assistance.

Thank you,
Jeff S.

+++ Client +++ : Daniel.Doucette 2011-10-13/16:52:56
We're still having issues...network status shows http is down again.

- - - SYSTEM - - - 2011-10-13/17:32:19
A customer service representative has begun working on this issue.

--- Tech --- : Jeff.S. 2011-10-13/17:54:19
Hello,
There was a different user causing load issues.

We have restored the server load to normal, and your site is now functioning properly.

Please let us know if we can be of further assistance.

Thank you,
Jeff S.

+++ Client +++ : Daniel.Doucette 2011-10-17/08:39:25
http is down again....


- - - SYSTEM - - - 2011-10-17/09:32:55
A customer service representative has begun working on this issue.

- - - SYSTEM - - - 2011-10-17/09:35:50
A customer service representative has begun working on this issue.

--- Tech --- : Davor.G. 2011-10-17/09:43:01
Hello,

the server got overloaded again by a different user.
This is quite unusual.
We have fixed it and your website is working properly now.
I'm escalating this ticket to our senior staff to make a permanent solution.

Please stand by.

- - - SYSTEM - - - 2011-10-17/10:44:03
A customer service representative has begun working on this issue.

--- Tech --- : Sajjad. 2011-10-17/11:59:31
Hi;

We are monitoring the server closely for any load causing accounts and will suspend them.

Thanks for the cooperation.

Feel free to contact us if you need further assistance.

Regards,
Sajjad | Technical Support

+++ Client +++ : Daniel.Doucette 2011-10-18/10:32:45
We're completely down now. Please let us know how this will be corrected. We can't afford to have any downtime, the last month has been horrible. We'd like to be moved off this shared hosting and put on to something more reliable. We've been a good paying customer for a number of years, please help us out.

- - - SYSTEM - - - 2011-10-18/10:40:08
A customer service representative has begun working on this issue.

- - - SYSTEM - - - 2011-10-18/10:42:00
A customer service representative has begun working on this issue.

+++ Client +++ : Daniel.Doucette 2011-10-18/11:35:26
Any updates as to what the problem is?

- - - SYSTEM - - - 2011-10-18/11:39:16
A customer service representative has begun working on this issue.

--- Tech --- : Chris.Sweeney 2011-10-18/11:51:02
Hello,

We have identified a resource abuser on the server and have resolved the issue. The load on the server seems much lower and the services are responding much better now. Please let us know if you are having any further issues, we would be happy to look into them for you.

+++ Client +++ : Daniel.Doucette 2011-10-18/16:14:22
So we should expect this to happen in the future? This is the same answer we've got for the same problem the last 4 or 5 times.

- - - SYSTEM - - - 2011-10-18/16:18:19
A customer service representative has begun working on this issue.

--- Tech --- : Sajjad. 2011-10-18/16:41:30
Hi;

We have suspended the load causing account on the server and it is under control now. This should not happen again.

Thanks for the cooperation.

Feel free to contact us if you need further assistance.

Regards,
Sajjad | Technical Support

+++ Client +++ : Daniel.Doucette 2011-10-19/12:07:09
Ok so I guess this has become NORMAL???????? We cannot continue to operate this way. We've got no refunds for downtime, our customers are upset because they're websites and/or e-mail are down and it's not a big deal. We REALLY do not want to find another hosting provider but this is just unacceptable. What's most upsetting is the same answer we get all the time. I mean really, we basically just wait until a "load causing account" causes the server to become unresponsive and then we open a ticket and wait for the same response again. Our past experience has been great with your company, not sure what's going on but help a loyal customer please, do something for us other than giving us the same answer each and every time. How loud do we have to yell to get some resolution?????

- - - SYSTEM - - - 2011-10-19/12:19:59
A customer service representative has begun working on this issue.

--- Tech --- : Chris.Sweeney 2011-10-19/12:31:51
Hello,

I show that the server was just about out of swap when I got on it and the memory was very low. I have went ahead and rebooted it and it has come back up already and is looking better. Please let us know if you have any further questions or problems.

+++ Client +++ : Daniel.Doucette 2011-10-19/12:34:56
Really? None of our sites are up.

[AJA]

Latest update............
2011-10-19/12:31:51
Hello,

I show that the server was just about out of swap when I got on it and the memory was very low. I have went ahead and rebooted it and it has come back up already and is looking better. Please let us know if you have any further questions or problems.

Its been 20 minutes, it may look good on your end but we still can not get to whm or cpanel and the sites do not load.

[AJA]

Can someone please look at ticket #13444168????????????

[JPC-ChrisS]

Hello,

The RAID is initializing on the server right now which can cause the load to go high. I have temporarily stopped all the services to allow the RAID to initialize and I will begin to restart services shortly and closely monitor the situation and make sure the load does not climb out of control. I will keep this thread updated as I make changes to the server. I apologize for the delay and the inconvenience.

[JPC-ChrisS]

I have restarted mail services now and the load has stabilized right now. I am going to keep this running for a bit before we start up another service. The initialization is at 3%.