Downtime

[tiolalu]

Ep... sorry if I get lost, or I explain badly, but I think there are 2 different problems mixed (the HD and the network problem), aren't they?

[Matt R.]

Ellen,

Your issue is a seperate one (you are in a seperate datacenter). The Shared8 server had a hard drive failure and is being swapped. This is a new supplier (Softlayer in TX) and this is our first drive failure with them. It seems that they have a very poor drive replacemetn process and this is why it is still down.

They promised me an update in 5 minutes about 5 minutes ago. We will post more info when we have it.

[equazcion]

I think a lot of this could have been avoided by simply keeping people informed. The moment they knew there was a problem, a mass e-mail should have been sent out. If there is no mailing list, there should be, and if there is no backup email system (even a friggin' gmail account), then there should be that too. Ellen (I think) and I at least would've taken this a lot better had we at least been informed, and not had to find out ourselves when we got complaints from our clients.

There's a serious lack of host-client communication here. We don't get emails about ANYTHING, and we really should.

[ellen]

thank you matt! See i told you i was new at this! Have you a link as to where i should be looking and replying?!!

[Matt R.]

I know this is frustrating, it is incredibly for frustrating for me as well. I had envisioned a nice and comfortable sleep after a killer flight but we have two issues at hand here.

The first is FortressITX in NJ with router problems. This affects the majority of servers. This should be resolved at present.

The second is with Shared8 and the hard drive failure. A restore is currently underway on this.

Please do not open new tickets, update existing ones if you are still having problems. We've dealt with about 1000 tickets today and it's really slowing things up.

[panda]

Hi Matt,

What's about my site?

--
http://kilazoob.net

[Matt R.]

thank you matt! See i told you i was new at this! Have you a link as to where i should be looking and replying?!!

Ellen,

http://www.whbstatus.com/showthread.php?t=484 is the thread to check.

Thank you very much for your understanding with this issue.

Matt

[panda]

We don't get emails about ANYTHING, and we really should.

+1

--
My message is too short

[Matt R.]

I think a lot of this could have been avoided by simply keeping people informed. The moment they knew there was a problem, a mass e-mail should have been sent out. If there is no mailing list, there should be, and if there is no backup email system (even a friggin' gmail account), then there should be that too. Ellen (I think) and I at least would've taken this a lot better had we at least been informed, and not had to find out ourselves when we got complaints from our clients.

There's a serious lack of host-client communication here. We don't get emails about ANYTHING, and we really should.

I agree. The forum is designed to be somewhere that you can subscribe to and so that it emails you when something goes down. We also sync forum news into the news section of the helpdesk, I will see if we can get this to create an outbound ticket when we need to.

[equazcion]

Sounds good, but it wouldn't have helped in this situation, because apparently you are the only one who was able or willing to post anything here and you weren't available. So if the forum news would produce the email, and there is no forum news about the issue, then I don't see how this solves anything.

[ellen]

Hi Matt,

What's about my site?

--
http://kilazoob.net

i get your index page, not a site and im in the uk if that helps!

[equazcion]

PS, email subscriptions don't work here. At least not for me.

[Matt R.]

Ok, I will look at this.

[equazcion]

i get your index page, not a site and im in the uk if that helps!

She means the default file listing. That's what happens when there are no files in your site

[panda]

i get your index page, not a site and im in the uk if that helps!

it's not index page, this is apache drectory listening. as you can see, there is no one file... i look forward to a backup copy of site.

[Matt R.]

Sounds good, but it wouldn't have helped in this situation, because apparently you are the only one who was able or willing to post anything here and you weren't available. So if the forum news would produce the email, and there is no forum news about the issue, then I don't see how this solves anything.

Agreed - we just moved to a new shift pattern as well, which didn't help matters.

I know this is not good enough and this is no excuse. It compounded the problem, and every step will be taken to address this.

[ellen]

sorry matt, i cannot reply to that thread you gave me, though i will keep checking! My site now says this again!

Not Found
The requested URL /forum/ was not found on this server.

Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.

[panda]

if that helps!

in any case, thanks.

PS have i correctly said this in English?

[equazcion]

sorry matt, i cannot reply to that thread you gave me

You won't be able to reply to those server status threads. They're only meant for announcements, not for client discussion like this thread is.

[panda]

Incidentally this topic is the most popular at the forum