UW4 Node is down

[hans]

Hi,


my VPS (254) has been down and an email support request has been sent and left unresolved for more than one hour now.

I cannot reach the Virtuozzo control panel (because went down with the VPS) and I cannot log on to "my.dehe.com" to reset my server because the thing doesn't seem to remember me since the switch to the new administrative system. I tried "forgot password?" but it probably doesn't care about my backup MX server as I still haven't received a mail concerning that.

Anyone care to press that reset button for me please? Takes 5 seconds.

This happened to my VPS a number of times before but most of the time I could resolve that myself using the reset option on my.dehe.com .



Kind regards,
Hans

[sdesign]

Hi,

My server vps298 has been down for hours now. No response from support.

Also, despite paying my latest bill via paypal, I keep getting reminders. If my VPS is down because of this I will not be happy. I am not happy anyway.

Please resolve this asap as I have complaining customers.

Thanks

[dirk]

idem for vps230

[JPC-Greg]

We have some urgent tickets and phone calls in place trying to get swsoft to correct this nodes issue asap. A reboot didnt help the system and the problem seems more rooted in swsoft software. Im just relaying what Im told right now and will follow up as soon as we know more.

[dirk]

right and that takes already more then 6h????

As said so many times before DEHE was aware of problems with Virtuozo, I had a ticket opened for that on the 21st, but DEHE didn't do anything about it.

[ThunderStorms]

can't command on this issue as i don't know what the real problem is (virtuozzo wise)

Perhaps an uninvited bug which was acting up at a specific time.

But if it's indeed an bug or error in SWSoft's software then DEHE can only try to get SWSoft to fix the issue.

[dirk]

I posted to DEHE a problem on the node with Virtuozo on the 21st. No longer able to login. They "so-called" escalated to swsoft. Then 3/4 days later the ticket was "lost" with the change to the new system. Which was then said by Andre not to be true. But still DEHE didn't do anything about it, and now the node is completely down. I guess this is 100% related. So they were aware of an issue before, just didn't care to solve it at that time.
They are just loosing more and more of what was left of their credibility. (I'm sure DEHE will edit this ...)

[Andre]

dirk,

This problem is completely unrelated, and it is related to a bug in Virtuozzo and SWsoft is working on it as we speak.

Don't insult is by making statements that we didn't care to solve a problem, or that we are losing credibility, because we are not. And don't bring up "I'm sure DEHE will edit this" - we have never done any moderating like that before and there is no reason to imply that we ever would do that.

[sdesign]

I have now been told that there are filesystem problems and that all my data could be lost....

I have already lost a customer.

[dirk]

dirk,

This problem is completely unrelated, and it is related to a bug in Virtuozzo and SWsoft is working on it as we speak.

Don't insult is by making statements that we didn't care to solve a problem, or that we are losing credibility, because we are not. And don't bring up "I'm sure DEHE will edit this" - we have never done any moderating like that before and there is no reason to imply that we ever would do that.

If dehe did care about solving the problem, why didn't dehe solve the VZ problem I mentioned on the 21ST? For several days DEHE only said "we're waiting for something from swsoft", and suddently the message was that they didn't have the ticket and that I had to re-give it all? And that maybe is was going to be escalated to swsoft? If they were waiting for a response from swsoft as they told me on the 21st, 22nd, 23rd, then there was no need to "maybe escalte to swsoft" on the 24/25th.
This is in the tickets in case you want to re-read.
And yes you ARE loosing credibility. I had contact we several DEHE customers and they are all very angry about this down situation.

[hans]

Don't insult is by making statements that we didn't care to solve a problem, or that we are losing credibility, because we are not.

Please don't insult us (customers) by pretending this is all a fuss. While everyone already knew the whole node was down, your support personnel was still playing dumb pretending they didn't know what was going on.

I first gave them the IP address of my server, 30 minutes later I gave them the VPS node number and host name as they requested. No response for 4 hours straight and then, they ask me for my account login and pass to further investigate this??!

What on earth were they going to do with the login and pass for a server that is down and unreachable and what did they find out in that 4 hours?

[Andre]

If dehe did care about solving the problem, why didn't dehe solve the VZ problem I mentioned on the 21ST? For several days DEHE only said "we're waiting for something from swsoft", and suddently the message was that they didn't have the ticket and that I had to re-give it all? And that maybe is was going to be escalated to swsoft? If they were waiting for a response from swsoft as they told me on the 21st, 22nd, 23rd, then there was no need to "maybe escalte to swsoft" on the 24/25th.

That has nothing to do with this problem, the two problems are completely unrelated.

This is in the tickets in case you want to re-read.
And yes you ARE loosing credibility. I had contact we several DEHE customers and they are all very angry about this down situation.

Of course you are upset when a node goes down, and you have every right to be. But there's no need to make such insults as that really won't get you anywhere.

Please don't insult us (customers) by pretending this is all a fuss. While everyone already knew the whole node was down, your support personnel was still playing dumb pretending they didn't know what was going on.

Before I comment on that I would like to read that ticket, if you can let me know the ticket ID I'll look into that.

We started working on this problem immediately when the server went down and we had a hard time bringing the VPS's back up. Things were further delayed due to the hard reboots which we had to perform several times, and that caused that we had to run chkdisk - which took a long time.

The server and all VPS's have been back up for a long time already now and we are still in the process of investigating what exactly happened with SWsoft, and we will take every necessary measure to ensure this won't happen again.

[hans]

Before I comment on that I would like to read that ticket, if you can let me know the ticket ID I'll look into that.

There are no ticket IDs assigned to this. I communicated through e-mail to support@dehe.com, with after ever mail sent, a mail being returned thanking me for contacting you and asking me to validate the message, because I could happen to be a spammer.

Shall I post the messages here?

[dirk]

You do know I have tickets and can see them and will see that support is not doing what they should (as for responding to tickets).
I'm still waiting for YOUR info on the issue of the 21st. You asked for the number of the ticket, go it, and still NO reaction from you.

[Andre]

Dirk,

I told you several times already that that problem is unrelated. I did respond to that ticket and the techs are working on it in the new ticket(s) you opened about this issue. This should not be discussed here, but in the support ticket. You have shown to be obstructive several times by not being willing to provide your login details, and you are only delaying the process by doing so.

Hans: if you didn't get a ticket ID, a ticket was never opened. If the system flags your email as possible spam, you should complete the validation and you then receive a ticket ID.