Major System Upgrade = Where's the support?

**sillyalien** · 02-10-2006, 03:23 PM

Literally!

I just happened to be logging into the client login area to see the network status, as one of my sites was down, and lo and behold... I see a new pretty interface. Since it's a new interface, my saved password autocomplete of course does not work and I go through three or so tries of trying to remember what I used. That fails and I get locked out.

Next, I go to the new and improved support page. The phone numbers are not support numbers, I tried anyway. Sent an email using the provided form and got directed to a page that said to click a confirmation link before my email would even be forwarded to support. According to that page, the confirmation link was supposed to be inside an email sent to my address. Got an email alright, but no confirmation link.

My question is simple:
How does one go about getting support when one is locked out of the ticket system by the new and improved interface?

... and while we're at it, have we gone through some major server repopulation, or something? Because all of a sudden, my site is running like ****e... and I seriously don't use it much at all. I'm on Iridium. The main problem is connecting to the database (mysql), seems hit and miss. How many people am I sharing servers with now? I have a feeling we're talking much larger numbers now, since all the new SuperGigaMega plans, eh? lol

**sehh** · 02-10-2006, 05:01 PM

I just wanted to say that we are also having problems with mysql.

slow connection or timeouts.

in particular, our webalizer statistics aren't being updated automaticaly, so every once in a while we open a support ticket and ask them to do it manualy...

what is interesting, EVERY time we do that, mysql goes down for about 30 minutes or so...

no idea why, but since it happens EVERY time, there must be a connection between the two. I've also tried to access mysql via the shell and i couldn't.

**sillyalien** · 02-10-2006, 05:07 PM

Spoke to an Eric on the phone almost two hours ago. He said he'd get someone to reset my ID within five minutes. Tried firing off a couple more emails, they just get returned, immediately, with a link to use the ticket support system. Funnily enough, that's exactly what I'm trying to do.

P.S. this is the page where it all started. As you'll see, it says quite clearly, "Please contact customer service to regain access". What it doesn't say is... HOW

**JPC-Greg** · 02-10-2006, 06:11 PM

Nothing has changed on iridium. Thats an old server and hasnt been used for new signups in quite some time.

Please pm me here or email me with your account your trying to access and what user/pass you are using.

**sillyalien** · 02-10-2006, 06:45 PM

Thanks for resetting the user ID, Jag. All settled now.
"Old server", eh? It's okay, us "olde guyz" don't mind, lol.

**Frank Broughton** · 02-10-2006, 09:40 PM

He meant MATURE server hehe....

**sillyalien** · 02-12-2006, 03:09 PM

Server down again? Seems to be a daily thing, since it was down at exactly the same time again.

edit: yep, down for exactly same amount of time as yesterday. Now back up.

**sehh** · 02-12-2006, 03:28 PM

I've noticed that when our webalizer statistics are updated our website is always down. I also noticed that while i could SSH into the server, MySQL was either offline or not responding to connections.

If the time and duration are consistent, then you are probably experiencing a similar effect.

**sillyalien** · 02-12-2006, 03:52 PM

Hmmm... the mysql server was my first scapegoat of choice too, sehh, but I made a point of attempting to view static pages both times and had no luck there either (never tried shell though). The interesting bit is that I haven't tried to access my site at this hour (5:05 or so EST) in donkey's ages, since I have a daytime gig, but now that I've come across this problem, I'm going to have to watch it more closely. Either some daily script is running amuck and crashing the server, or something even more serious. Either way, it won't do. We'll see.

**Vin DSL** · 02-12-2006, 04:53 PM

Originally Posted by sillyalien

The interesting bit is that I haven't tried to access my site at this hour (5:05 or so EST)... Either some daily script is running amuck and crashing the server, or something even more serious...

If you're talking about 5:05 AM (4:05 AM CST), there's probably an issue with the backup routine[s]. That's when they kick in

**sillyalien** · 02-12-2006, 05:29 PM

Vin, it was certainly EST, not CST. On the bright side of things, the ticket support system is still as good as we've all grown to know it. Now that I'm able to log into it again that is, lol.

**Vin DSL** · 02-12-2006, 08:03 PM

Originally Posted by sillyalien

Vin, it was certainly EST, not CST...

Yes, I understand, however, 5:05 EST = 4:05 CST, and I *think* 4:00 CST is when the backup scripts start running on (shared) servers at JagPC. It would be my best guess that the backup process is what's killing 'your' server.

If that's true... it would be kind of ironic, yes?

**Vin DSL** · 02-12-2006, 08:11 PM

Originally Posted by Frank Broughton

He meant MATURE server hehe....

Um...

I believe the comme il faut would be Legacy server...

**sillyalien** · 02-13-2006, 08:45 AM

Originally Posted by Vin DSL

Yes, I understand, however, 5:05 EST = 4:05 CST, and I *think* 4:00 CST is when the backup scripts start running on (shared) servers at JagPC. It would be my best guess that the backup process is what's killing 'your' server.

If that's true... it would be kind of ironic, yes?

My bad, Vin, I meant 5 PM, not AM. (see my posting times) I wish it was AM, since I wouldn't really care much what happens while I'm chasing ladies in my sleep.

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