Neptune Problems?

[jagged]

Anyone else having problems over on Neptune? Ever since I moved my sites here last week I've been getting access problems, CPU usage hitting the red etc This started before I even uploaded any files! Support says the VPS is fine now but surely the load shouldn't keep going so high that my sites become inaccessible? I'm getting really bored sending tickets every day saying I can't access my control panel

Cheers
Jagged

[jagged]

Well I've been watching this and every morning between 7-8am GMT the server load goes up to 100% and my control panel, websites and email become unusable. Anybody know whats causing this and if its here to stay?

Cheers
Jagged

[rainboy]

Jagged,

I guess its time to monitor the performance of your system, and provide support with the exact times the problems occure, so they can monitor it between those times.

My Guess ??? someone is running a rather large backup, doing a lot of automatic maintenance around that time and abusing the resources, support should be able to pin-point it.

[jagged]

Support is apparently keeping an eye on this but I'm starting to get reports from website visitors that my sites keeps going offline so unless they fix this soon I'm going to have to move host again; the loss of revenue it starting to hurt

Cheers
Jagged

[Connie]

If the site is down for what ever reason how are you getting these reports from website visitors?

Sorry but I have an e-commerce site, and I know of no way to determine if I have lost sales due to a problem at Jag.

Personally I think when someone starts talking about lost sales because of a problem at Jag they are just blowing smoke. If a site is down for hours then that could be the case, but then your users would not be able to notify you either.

unless they fix this soon I'm going to have to move host again

Go ahead and jump host again. Jump from the frying pan into the fire. I don't think you will find a better host, or better support than what Jag offers.

[rainboy]

Like i said, make sure you can pin-point the problem yourself, do not rely on support to check the server every second of the day, they will not be able to do so, best is to gather information, asking your visitors to do a traceroute to the server to find out of its indeed a JPC problem, or maybe a general issue, or even a bad connection from one of these users.

Then compile all the data found and offer it to support to work with you to solve this issue.

Threatening about leaving and moving hosts will never make the support team to be more helpful to you and more willing to work with you.

Kindest regards,
Patrick

[jagged]

If the site is down for what ever reason how are you getting these reports from website visitors?

Amazingly, people are clever enough to leave forum messages and emails after the fact asking why the site keeps going down!

Sorry but I have an e-commerce site, and I know of no way to determine if I have lost sales due to a problem at Jag.

My sites rely on advertising revenue and I can plot the loss of revenue when the site is unavailable easily...I don't get any for those periods!

Personally I think when someone starts talking about lost sales because of a problem at Jag they are just blowing smoke. If a site is down for hours then that could be the case, but then your users would not be able to notify you either.

Who mentioned sales? My sites are advertising funded and are going down daily for long enough that I get complaints and I've have been monitoring downtime from several locations to verify this. Also my revenue IS down significantly due to a loss of visitors during downtime and following it.

Go ahead and jump host again. Jump from the frying pan into the fire. I don't think you will find a better host, or better support than what Jag offers.

Support reply very quickly and are often helpful, but my sites go down every single day and its costing me money. Sorry if this offends you but its just the way it is! If support manage to fix the problem on Neptune soon then I'll be a happy bunny, otherwise what do you suggest I do? Leave my sites on the server until they die a death because the guys in support are a bunch of nice chaps (which I'm sure they are)? From someone who claims to run an 'e-commerce' site I'm suprised at your comments

Cheers
Jagged

[jagged]

do a traceroute to the server to find out of its indeed a JPC problem, or maybe a general issue, or even a bad connection from one of these users.

I've monitored this from several locations and on finally getting back online have found CPU usage to be at 100% average loads as high as 11.54, 7.18, 4.24.

In just over one week Support claim to fixed 'filesystem problems', moved 2 problem VPS's off the server and 'restarted services' to fix this issue. Believe me I am not imagining it!

Then compile all the data found and offer it to support to work with you to solve this issue.

I've done this and they are 'monitoring the situation'.

Sorry for the offense everyone but I didn't realise that this was the JaguarPC fan club. I'm just reporting my experience as it is

Cheers
Jagged

[rainboy]

Sorry, I am only trying to help you by giving you some tips, i was not aware you tried this, as you gave such a limited amount of information in the first place.

I am sure they will look into it, as those values seem to be quite high, are there any processes on your own VPS using any CPU useage ? (use top, and then sort it on CPU with the letter P) or is it (as support allready said) a filesystem problem and thus no load to be found on your own VPS system ?

Kind regards,
Patrick

[jagged]

Sorry about that, I'm feeling a little p****d off at the moment. My visitor numbers for yesterday where down 50% (they've been dropping ever since I moved to Jaguar and had 24 hours downtime the first day!) and its just taken 5 minutes to login to Plesk as the server is running so slowly. CPU usage is at 100% again, averages 2.47, 1.62, 1.04 (pretty low for this server). I took a look at system processes but nothing seems to be amiss? I'm going away for the weekend so I'll leave support to their monitoring and just hope its not the same on Tuesday

Cheers
Jagged

[rainboy]

Those numbers you name now are really not that high for a dual-core system. Agreed the server is busy, but not more as that with those values. However the values you named in #8 are indeed high.

I hope this will be solved for you quickly though. Have a good weekend, and dont let this bother you to much (i know its hard), enjoy your weekend.

Kindest regards,
Patrick

[jagged]

Well I went away for the weekend and chilled out. In the meantime visitor numbers to my sites have picked up a bit (but still nowhere near the pre-Jaguar numbers).

Unfortunately I'm straight back on the support bandwagon with no access to the control panel and all of my sites down again this morning. Thats over two weeks of outages and dozens of support tickets....

Cheers
Jagged

[jagged]

Well Neptune continues to be a problem with my sites going offline daily for short periods

Can anyone tell me what average loads you are getting on other servers?

Last time I could login to my CP (it keeps going down) it was reading 100% CPU with averages of 9.61, 5.87, 2.63, then 10.79, 7.02, 3.47.

Cheers,
Jagged

[Rebel007]

Have you tried asking if you can be moved to another node, that way it will immediately become clear if its a problem with the node you are on, or if its a problem caused by something on your own VPS account (perhaps one of your users if you host other people and its not yourself.)

[jagged]

Hi,
I'm absolutely certain the issue is with Jaguar as it began before I uploaded my sites! As long as I monitor the server and send a ticket as soon as the sites go down, downtime is kept to a minimum, but from the most recent replies I've had I'm guessing the load problems are here to stay. I'll try asking for a move but from reports I've been reading in other forums this may not be isolated to Neptune?

Just for a laugh here is just a selection of the (impressively rapid) responses I've had from support over the last two weeks after my sites have gone down. Neptune seems to be plagued by Failed Backups, Overloaded Nodes and rogue VPS's

• "I have noticed that the backups were running that I have stopped now"

• "The backups running on the Hardware node were causing load issues. I have stopped the backups and the load on the Hardware node is normal now"

• "We have been monitoring this node from a week now and one of the vps which was causing the load issues has been moved already from the server."

• "At this time network enginners are working to disable a large DOS attack which is underway and preventing proper network connectivity from most locations."

• "There are couple of other vps which are causing some load on the node and some load is caused by the backup service"

• "The load on the node has gone little high earlier which appear to have caused the problem."

• "There were some stuck processes on two of the VPS's which I have killed now."

• "There was some load on the harware node which was due to the one VPS transferring accounts. The server load is now back to normal."

• "Thanks for your patience we have now suspended the VPS that were creating the laod on the hardware node. The server load is now bak to normal."

• "There were two VPS machines which were causing load issues and some load was caused by the backup services running on the hardware node"

• "I have checked as long as you open the ticket there was some load on the server which has been fixed"

• "Yes, currently server is down and our technician are working to fix it asap"

• "We appologize for the inconvinence.There is some problem on the server for which we need to reboot the main node."

Cheers
Jagged