Poor Server on Critical Outage

[CPUBUM]

Greg,

Something needs to be done. We have been down for over 5 hours. It has been over an hour since anyone has bothered to update up on our outage. Les has opened a workorder almost 2 hours ago to replace a bad drive and rebuild the OS and load CPANEL.

We are getting no ETA, No information on where anyone is. The only REAL help I got was from Jim Sowell who was GREAT on the phone... but that was around 17:00 ET.

Les has tried to help but has NO information and can provide NO information on the ETA of the when they will even START working on the issue.

I would really like to have this fixed and restoring the accounts before tomorrow morning. What gives and what the heck must we do to get updates from support??

I have been a client for almost 3 years and have been dedicated to you thru the last 2.5+ years, so I would hope for some support here.

Thanks
Jim

[CPUBUM]

Great Support.... Not always... I am now going on my 2nd hour trying to just get a ETA on when they will have my drive replaced and reloaded.... Nobody is even responding from the department that does the work. We are now going on 5 hours of outage. Support is not working at this point in time!!

[CPUBUM]

Well this is great.. I try to get an answer asking support if they can PLEASE update my ticket with ETA or at least ping the group that is suppose to do the work. Support now assigns the ticket to the VERY GROUP that is not responding...

It is amazing that is only takes communications to STOP people from posting to the boards like this message, yet they do not communicate.

[CPUBUM]

I finally was able to reach Nick who contacted the right person to find out what is going on here. So far it is now 11ET and we were told the system would be fixed at 19:30ET. We have been told that GNAX is the issue as they do the repairs after 5PM. It seems that JAG does not have on-site support for hardware except 9-5 M-F. This is fine as long as GNAX does the work, which is lacking right now!

Will update when something finally happens.

[CPUBUM]

Still waiting on GNAX who has not even touched the server yet. I hear they have other items they are dealing with that were given to them before 19:00 ET

[CPUBUM]

It is now 00:55 ET and still waiting on updates on when they will even put in the new drive and reload the OS. We are now sitting at almost 6 hours from when the work order to GNAX was created!

[thisisit3]

When mine went down it took them well over 10 hours to get it working...

remember murphy law #294274: it can always get worse

[CPUBUM]

It is now 1:32 ET and JAGPC is not able to get anyone from GNAX to answer their calls I am being told. I can not believe that Greg allows this type of service from GNAX.

Thisisit3 - I just called the GNAX myself and talked to the engineers. They state they were not aware of the ticket and that it should have been down ages ago.. NO SH1T! I have sent directions to JAG to call them now as they are waiting by the phone for JAG. I had to let the phone ring for about 5 minutes, but they answered.

More to come....

[CPUBUM]

around 02:00 ET the server was finally taken down for the new drive and reload of the OS. It has now been down for about 30 minutes. Waiting for update from JAG so I know when the OS load is done and JAG can start the cPanel load.

[thisisit3]

I know what you are going through, i've been there several times with the most recent one this sunday

I believe the only real solution is to find a colocation data center, with two colo servers were one serves as the primary server and the other as the secondary. Then you replicate your databases and rsync your files. Ofcourse its not an easy solution because there is special configuration that needs to be done (IP addresses for the two servers, how to "switch" from one to the other, etc).

Unfortunately such a thing is astronomicaly expensive and usualy its only done in-house by large corporations with equal budget.

[CPUBUM]

Thanks Thisisit3!

I just got a message that they just pulled the old drive out. Interesting that the server went down at 02:00 ET but they do not pull the drive until 03:00 ET.

Still waiting.

[CPUBUM]

It is now 05:00 ET and the server has finally been reloaded for OS. Now waiting for JAG to respond to get cpanel loaded so I can start restores from our backups

[the_ancient]

GNAX Strikes again.......

I dont know if they have VPS in Houston, but if I were you I would ask to be moved there

[the_ancient]

It is now 1:32 ET and JAGPC is not able to get anyone from GNAX to answer their calls I am being told. I can not believe that Greg allows this type of service from GNAX.

Thisisit3 - I just called the GNAX myself and talked to the engineers. They state they were not aware of the ticket and that it should have been down ages ago.. NO SH1T! I have sent directions to JAG to call them now as they are waiting by the phone for JAG. I had to let the phone ring for about 5 minutes, but they answered.

More to come....

Do NOT believe a word of what GNAX says, I advised, rather strongly, for Jag to avoid them. They are a worthless bunch.

[CPUBUM]

I have dedicated and vps servers. The one with the problem is dedicated. GNAX did state they did not see the ticket. At least GNAX did not blame JAG. This has been a nightmare. We are now down for 14 hours and cpanel is still not loaded on the server!

GREG??? Are you in yet where you can start researching this one and see when it will be ready.