Unacceptable network support

[jaguser]

Hello, I need to vent and I need a clear answer and a substantive guarantee from Greg that this will not happen again.

I am a long time customer of jagpc and I have not had much cause to air a public statement until now.

I just found out about 20 minutes ago that my site was down. I notice that I was not able to get emails last night, but I did not check the site for connection status. I submitted the service ticket and I got a quick response from Steve and the problem was fixed.

The problem was that Steve said that the server was 'stuck' and they rebooted it.

I went and check my traffic stats to determine the time at which the site went down. I noticed that it went down very early on the 13th. Today is the 17th, a 4 days span. I am extremely upset of not only the loss revenues (which is a substantial sum that could cover the cost of hosting for extended period), but also the lack of basic monitoring of network problems. What is at stake here is the fact that had I not checked my site, it would have been down much longer. And what about all the other sites that are hosted on the same server. What happened to them? My server machine is neon.nocdirect.com. How could JPC manage to fail at this fundamental level of service?

Greg, I need a honest answer from you regarding this matter, and I need an assurance from you/your company that this will not occur again. I am sorry to say this, but saying 'sorry' to customers is not really an assurance.

[Julian Muñoz]

I don't think neon was down for 4 days.... a lot of users would have complained about the problem... maybe there's another problem preventing your stats from being updated since the 13th.

[jaguser]

it should be 5 days, since i thougth today is only the 17th. Anyway, the problem still occured on the 13th, and it was not fixed, I don't know if it is fixed now. According the support, the server was 'stuck' (their word, not mine) and had to be rebooted, so it probally affected others as well, they just don't know it yet.

[lokki]

did you really need to post twice?

[Ron]

There are hundreds of users on neon, surely one would have complained within an hour or two. Perhaps Support was talking about the mail server. Perhaps something else. But I can virtually assure you that the whole server wasn't down for 5 days.

Do you have any outside monitoring of your site? Can you ask Support to rerun statistics for your domain?

BTW, off hours support frequently makes mis-statements about things, there are cultural (and language nuance!) differences.

Good luck.

[Vin DSL]

Okay, here's my theory... um... but, wait...

First, the only SNAFU's I have seen go unresolved and UNDETECTED in this place are MySQL related.

Is that your problem, my friend? Mr. Jaguser?

After you answer that, we'll go from there...

[Vin DSL]

did you really need to post twice?

Atta boy!

When you don't have anything to say, thread crap!

The guy said he's a long time user, and he's upset! Give 'em a phucking break!

He's so pissed he finally decided to break his 'silence'. Have a little 'heart', my friend...

[Vin DSL]

According the support, the server was 'stuck' (their word, not mine) and had to be rebooted, so it probally affected others as well, they just don't know it yet.

Er... never assume!

There is more than one 'server' on 'the server'! Which 'server' was "stuck"?

...their word, not 'ours'?

(I'm betting the MySQL server )

[jaguser]

I posted twice because the forum did not register this post and it was giving an error and redirected me, etc....

You are right, I am a long time user dating back to the aletia days.

both awstat and webalizer did not register the stats for those days. My other ad server networks also did not show much/any activities for those days.

And I have no idea whether it was mysql related or not since I was not able to even bring up my index page. But actually, the pages with only basic html did not come up either.

It had to be server specific because my other site on a different server did not have the same problem when I cross-checked.

I don't really care so much about loss revenues, but this problem has to be addressed. Jagpc is supposed to monitor its own server and fix problems when they arise. I should not have to do their job for them.

[Ron]

If CPanel doesn't run the stats for you, awstats, webalizer, analog and/or anything other raw-logs stats program won't be updated.

Do your reports now show a new day?

1) If not, I'd suspect that stats reporting is/was stuck. Is your CPanel set up to retain daily logs? If not, select that option NOW then ask support to run stats for your domain. You may find all of your missing stats in your raw log files (also in your reports.)

2) If yes, are the missing days now showing up? If no, then you may be right -- perhaps there was no access to your site for the days.

Been around since Aletia days! Which server, do you recall?

[mattsiegman]

I don't really care so much about loss revenues, but this problem has to be addressed. Jagpc is supposed to monitor its own server and fix problems when they arise. I should not have to do their job for them.

They do. Not to be rude, but you apparently don't do a very good job of monitoring your server either if it took 4 to 5 days to notice it was down.

As other people have said, I doubt the Neon server was down for that long, because there would be another topic like that of Aries...

What is your site? Is it still down, or is it working now?

Perhaps there was a broken script on your site.

Also, as mentioned before, the tech may have been misinformed.

[jason]

Are you sure that the server has been down since the 13th? In other words, have you gotten no emails, no orders,, etc. in that time?

The stats are a poor indicator of server uptime because the software that's used to generate them has a very low priority--if some other big event is going on (backups, recompiling, or even a very busy site) the stats software can be stalled, often for several days.

My guess is that the server freeze was a short-term thing. I find it extremely hard to believe that the server was locked up for 5 days and no one else on it noticed. It is likely just a coincidence that your stats were also stalled at the same time.

--Jason

[JPC-Greg]

Moved to support forum. Without know who you are and reading that ticket I wont know what was meant by "stuck" . Surely thats a lame description for whatever was wrong. While I wait for you to send me, les, eric, masood..someone here thats a member of jag staff that ticket id I'll ask about neon and see what I can find out. When Ive been educated on the issue I'll reply with what was done and what we will do about it.

[JPC-Greg]

root@neon [~]# uptime 10:39am up 80 days

doesnt mean some service was "stuck" , hung, not responding or something. Still looking into it.

[jaguser]

First response to ticket: "Apache server was stuck,I have restarted apache server again and find that its working now also your site is loading fine from our end. Kindly verify."

Second response to ticket: "We appologize for the trouble caused. We do have server monitoring scripts that send alerts on the services failure and the load alerts too. Sometimes the processes gets stuck so they have to killed manually to release the occupied resources and then the services need to be restarted."

ticket #2330535

The traffic stats are still not updating as of now.

Not to be rude, but you apparently don't do a very good job of monitoring your server either if it took 4 to 5 days to notice it was down.

I take exception to this comment. What if I was hospitalized, vacationing out of town, etc... but that is besides the point, the whole idea of paying for hosting services is to have someone else taking care of the process for you.

I just noticed that mattsiegman is a moderator. So Greg, is that an official statement and/or unwritten JPC's policy?