Hr2 Server Keep On down

[calvynlee]

Dear All,

Need your advice on my cases, my client keep on yelling at me, the server keep on down time,

the good this is every time not down for long period, but this will cause my client to quit my service.


here the downtime that I get from site uptime within this 1 and half month:

Alert Type: Site is Available
Result: Ok Time: July 24, 2009 16:30:31
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http


Alert Type: Site Not Available
Result: Failed Time: July 24, 2009 16:00:30
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http




Alert Type: Site is Available
Result: Ok Time: July 24, 2009 10:30:17
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http

Alert Type: Site Not Available
Result: Failed Time: July 24, 2009 10:00:16
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http




Alert Type: Site is Available
Result: Ok Time: July 24, 2009 09:00:05
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http

Alert Type: Site Not Available
Result: Failed Time: July 24, 2009 08:00:03
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http




Alert Type: Site is Available
Result: Ok Time: July 23, 2009 16:59:15
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http

Alert Type: Site Not Available
Result: Failed Time: July 23, 2009 16:29:13
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http




Alert Type: Site is Available
Result: Ok Time: July 20, 2009 17:52:23
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http

Alert Type: Site Not Available
Result: Failed Time: July 20, 2009 17:22:22
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http




Alert Type: Site is Available
Result: Ok Time: July 18, 2009 19:48:59
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http

Alert Type: Site Not Available
Result: Failed Time: July 18, 2009 19:18:58
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http



Alert Type: Site is Available
Result: Ok Time: July 16, 2009 22:17:02
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http

Alert Type: Site Not Available
Result: Failed Time: July 16, 2009 21:47:01
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http




Alert Type: Site is Available
Result: Ok Time: July 7, 2009 02:23:10
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http

Alert Type: Site Not Available
Result: Failed Time: July 7, 2009 01:53:09
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http




Alert Type: Site is Available
Result: Ok Time: July 5, 2009 19:49:56
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http

Alert Type: Site Not Available
Result: Failed Time: July 5, 2009 19:19:55
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http




Alert Type: Site is Available
Result: Ok Time: July 5, 2009 13:49:21
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http

Alert Type: Site Not Available
Result: Failed Time: July 5, 2009 12:49:18
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http




Alert Type: Site Not Available
Result: Failed
Time: July 3, 2009 20:16:26
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http

Alert Type: Site is Available
Result: Ok
Time: July 3, 2009 20:46:28
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http




Alert Type: Site Not Available
Result: Failed
Time: July 3, 2009 10:45:51
HostName/URL: www.privatehoster.com Monitor
Name: Private Hoster Network
Service: http

Alert Type: Site is Available
Result: Ok
Time: July 3, 2009 11:15:52
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http




Alert Type: Site Not Available
Result: Failed
Time: July 3, 2009 10:45:51
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http

Alert Type: Site is Available
Result: Ok
Time: June 30, 2009 20:11:09
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http




Alert Type: Site is Available
Result: Ok
Time: June 28, 2009 22:09:00
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http

Alert Type: Site Not Available
Result: Failed
Time: June 28, 2009 21:38:59
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http




Alert Type: Site is Available
Result: Ok Time: June 26, 2009 20:36:50
HostName/URL: www.privatehoster.com
Monitor Name: Private Hoster Network
Service: http

Alert Type: Site Not Available
Result: Failed Time: June 26, 2009 20:06:49
HostName/URL: www.privatehoster.com Monitor
Name: Private Hoster Network Service: http




Alert Type: Site is Available
Result: Ok Time: June 20, 2009 07:49:01
HostName/URL: www.privatehoster.com Monitor
Name: Private Hoster Network Service: http

Alert Type: Site Not Available
Result: Failed Time: June 20, 2009 07:19:00
HostName/URL: www.privatehoster.com Monitor
Name: Private Hoster Network Service: http




Alert Type: Site is Available
Result: Ok Time: June 12, 2009 10:50:34
HostName/URL: www.privatehoster.com Monitor
Name: Private Hoster Network Service: http

Alert Type: Site Not Available
Result: Failed Time: June 12, 2009 09:50:30
HostName/URL: www.privatehoster.com Monitor

I have submit to a ticket, and get this reply. I believe I can't get much help over there. and I hope forumer here able to provide me some advice

You are hosted on shared server so issues of different kinds sometimes happen as there are a lot of accounts which activity depends on each other
But we do monitor all our servers 24x7, and solve all the problems immediately in most cases by suspending abusive accounts
In case we have any outstanding issues we always inform our customers by means of forum threads (https://www.webhostingbuzz.com/forum)
If you have any problems with accessing your site it's highly recommended to submit a ticket as soon as you’ve noticed that so we could investigate the issue right away and resolve it as soon as possible
We do our utmost to provide the best service and always ready to assist our customers regarding any questions or problems they have.
If there is anything else we may help you with feel free contact us anytime
----------------------------
Regards,
Anna M.
Customer Service,
WebHostingBuzz
www.webhostingbuzz.com

[Matt R.]

HR servers have VERY few accounts per server and are used when a client uses a lot of resources. Honestly though, these are more of a makeshift solution and if you are using that many resources to be on a HR server, a VPS would be a better choice.

[calvynlee]

HR servers have VERY few accounts per server and are used when a client uses a lot of resources. Honestly though, these are more of a makeshift solution and if you are using that many resources to be on a HR server, a VPS would be a better choice.

Hi Matt,

I already predicted you will use "VPS would be a better choice" as a reason to ask me upgrade my plan.

this is a very irresponsive action toward your customer.

I have request to change server, but your end keep on giving me excuses, and mention that my client resources abusive.

when asking your end to point out the account, your end unable to point for me.

Oh my GOD, Please give me some direction.

[Alan B]

I gather that it can be time consuming for Support to determine which of a reseller's accounts is abusing resources.

Calvyn, I suggest that you closely examine each of your client sites, both by viewing them in a web browser and also by investigating their files and scripts via FTP, to try to narrow down which ones might be the culprits. It's your responsibility to do so, but if you can even narrow the list to a small number of potential abusers, then perhaps that would assist Support to help you.

[Matt R.]

We have limited tools at our disposal to do this. It is time consuming, we cannot manually go through every single account created. We do provide the details our reporting software gives us.

We do not transfer customers back to regular servers from our high resource servers (HR) because of the load of the account that warranted the move to a HR server in the first place. I'm sorry if this seems harsh but any other company would just have suspended the entire account, while we give you a chance on a specially designated HR server. We lose money on HR servers due to putting so few accounts on them, but it is something we did to try and appease client concerns.

I hope this clears things up.

[calvynlee]

I'm sorry if this seems harsh but any other company would just have suspended the entire account, while we give you a chance on a specially designated HR server. We lose money on HR servers due to putting so few accounts on them, but it is something we did to try and appease client concerns.

I hope this clears things up.

Hi Matt,

I still not satisfy on your excuse.

Few account that your end suspended and giving me red light on those account, but I have sign up another reseller account with other provider and move those account that your end suspended to there.

so far very peaceful over those server. Does this mean other provider server is better then WHB?

How can this be explain?

[Matt R.]

Hi,

We cannot risk other servers stability though. If you want to take a new reseller account with us and gradually move accounts over so we can monitor load, that might be another option for you.

HR2 has 65 accounts in total on the entire server. It's not our fastest server hardware wise, but equal to most of our competitors servers. All our new servers are now 8 core 5520s, 8-12GB RAM and RAID1/5. Our competitors Xeon 3000 series!

[calvynlee]

Hi,

We cannot risk other servers stability though. If you want to take a new reseller account with us and gradually move accounts over so we can monitor load, that might be another option for you.

HR2 has 65 accounts in total on the entire server. It's not our fastest server hardware wise, but equal to most of our competitors servers. All our new servers are now 8 core 5520s, 8-12GB RAM and RAID1/5. Our competitors Xeon 3000 series!

hi Matt,
You still haven face my question directly.
I am not talking on Hr2 server, I do understand Hr2 is a lousy server.

what i mention is the previous reseller server, rs14 and rs11 that hosted my client before. those account that has been suspended at those server very long time ago. and the account has been transfer to other reseller provider. every thing work fine.

does this mean WHB server are more lousy then your competitor.

[Matt R.]

I already answered your question. Please feel free to compare our specifications against competitors.

HR2 is a P4, more than enough for a grand total of 65 accounts hosted on it.

I appreciate the incidents happened a long time ago, but with our new reseller plans, older servers are set as "full" as we have different reseller servers for each of the new different plans now. We cannot migrate what we determine as a heavy account to an already full server.

[calvynlee]

it is not a solution for your Hr2 server keep on down every day... while your end unable to identify what is the problem come from... it just down again ... Do you want me to post out the down time for this few days?

I appreciate the incidents happened a long time ago, but with our new reseller plans, older servers are set as "full" as we have different reseller servers for each of the new different plans now. We cannot migrate what we determine as a heavy account to an already full server.

Matt, I assume that the older type of reseller server are suck...

as you mention how great with your current reseller server are, why not allow my account to move there?

I believe that is because that your older type of reseller server are suck, so it unable to support,(that why my client acc are suspended... while other provider able to support when I move those suspended client to there...

did you get what i mean? I really hope your end can provide me some good solution instead of argue at here. and with just a few client, I hv no budget to use VPS, please blacklisted this solution on me

[Alan B]

it as you mention how great with your current reseller server are, why not allow my account to move there?

You know very well why not, as you've been informed many times. You have an abusive account and, by your own admission, you don't even know which of your accounts is the abuser. WHB and other clients don't want you on any of the regular servers since you'd bring the abusive account with you.

If you want to move to a regular server, spend the time (using my suggestions if you like) to find which of your accounts is abusing resources. Then you may be allowed to move your other accounts, but not the abuser.

[calvynlee]

You know very well why not, as you've been informed many times. You have an abusive account and, by your own admission, you don't even know which of your accounts is the abuser. WHB and other clients don't want you on any of the regular servers since you'd bring the abusive account with you.

If you want to move to a regular server, spend the time (using my suggestions if you like) to find which of your accounts is abusing resources. Then you may be allowed to move your other accounts, but not the abuser.

Alan,
you still not understand what I am talking about... those so-called "abusive" account only unable to support for the so-called "old type of reseller server" as matt mention.

Those so-called "abusive" account are not abusive when I transfer to other service provider reseller server...

this prooft that WHB's server are not capable

[Alan B]

Those so-called "abusive" account are not abusive when I transfer to other service provider reseller server...

Perhaps one of your accounts uses an insecure script that was hacked or exploited on the WHB server, causing resource abuse. And, perhaps it has not yet been exploited at your other newer host.

this prooft that WHB's server are not capable

We don't believe you.

[Dennis A.]

Calvyn,

I assume you moved your resource-intensive accounts to another host from HR2, not from your original server. Is this correct? If yes, then HR2 resource abuse (this is what causes effective web downtime) probably has nothing to do with your accounts and with the reasons why your accounts were moved to HR.

I understand your frustration, but let's be honest and constructive. What do you suggest us to do?

As you know, our conventional procedure for handling resource abuse is server-wide resource usage audit. Then we suspend user accounts with unfair resource consumption in order to prevent emergency, work with customers to address resource abuse issues or take some other reasonable action. Vast majority of cases are tied to high page hit rates, so viable server-side technical solution is hardly possible, script optimizations may give stable result or may not. As a last resort, when everything else had failed, we offer hosting plan upgrade or transfer user's accounts to HR server for the same price. This is 100% deliberate customer's choice, we do give complete picture of what HR server is, what's it intended for, and we do warn people that high service quality can not be guaranteed in HR environment due to its nature and its purpose.

But we do not suspend accounts on HR. It's merely useless, we (WHB staff in cooperation with customer) tried to find a resolution on the conventional server and all attempts have failed. This is actually why the person is on HR now. So, why should WHB make them even more trouble starting all that suspension mess again, now on HR? What's the purpose of this? Troubleshooting resource issues? But it finally turned out to be ineffective on the old server. As for me, this is just not fair.

We can locate accounts with abnormally high resource consumption on HR2 and block them if you want. I don't know what I would tell these people if they ask in the forums why their accounts are blocked again, but we can do it. Or, alternatively, we can move you away from HR. Much better way, but how can we be sure that your accounts won't cause resource abuse again? Transfer to HR is an exclusive case indeed, you must have outstanding resource abuse record if you're hosted on HR. This is why Matt keeps offering VPS, technically VPS provides guaranteed resource quotas and resource isolation. You won't affect other VPS owners on the same server (no matter what your resource usage is), and you'd be able to scale up or down what is given to you. Yes, I understand VPS is more expensive, but it worth its price if you take your business seriously and plan business growth.

Which way do you prefer?

[calvynlee]

here the monthly downtime report i get

-------------------------------------
www.privatehoster.com
Service: Private Hoster Network
Outages: 14
Downtime: 8 hrs, 0 mins
Uptime: 99.02%
-------------------------------------

Perhaps one of your accounts uses an insecure script that was hacked or exploited on the WHB server, causing resource abuse. And, perhaps it has not yet been exploited at your other newer host.

i have been transfer the so-call abusive account to anther provide almost half year, and those client told me their traffic increase time to time, and why still not yet exploired?

[calvynlee]

Calvyn,

I assume you moved your resource-intensive accounts to another host from HR2, not from your original server. Is this correct?

yes, it is,

but previously before go to HR2 server, all my account are from normal reseller server... why those server cannot support.

and accourding to your end, during transfer my account to HR2, your end some more "lie" me is a better performance server...

[scoobysnacks]

This thread is absolutely hilarious!

calvynlee - It is unfortuate you were not blessed with intellect - you seem to be having extreme difficulty understanding the facts you've been provided with.

Stop being a cheapskate and upgrade your account. WHB is a budget host and their VPS are hardly expensive...

You're abusing the available resources (14% CPU usage over a 24 hour average going by another thread you've ranted on in). As a happy WHB customer, why the hell do you think it is appropriate YOUR website should be causing slow performance on mine? No other customer cares about your whining - move to another host.

If your other host hasn't picked up on the abuse then one of the following is true:

1. They're totally incompetent (unlike WHB ;-))

2. Haven't yet picked up on it

3. Are running aggressive PHP/MySQL caching (at the downside of security/permissions).

WHB guys - PLEASE, please do not move this twat back to a regular server. It isn't fair on the rest of us!

calvynlee - go away. If you're other host is so perfect (in your opinion) - why are you wasting your time posting here? :-). hehehe! Move all your sites to them! woohoo.

[dsx724]

This thread is absolutely hilarious!

calvynlee - It is unfortuate you were not blessed with intellect - you seem to be having extreme difficulty understanding the facts you've been provided with.

Stop being a cheapskate and upgrade your account. WHB is a budget host and their VPS are hardly expensive...

You're abusing the available resources (14% CPU usage over a 24 hour average going by another thread you've ranted on in). As a happy WHB customer, why the hell do you think it is appropriate YOUR website should be causing slow performance on mine? No other customer cares about your whining - move to another host.

If your other host hasn't picked up on the abuse then one of the following is true:

1. They're totally incompetent (unlike WHB ;-))

2. Haven't yet picked up on it

3. Are running aggressive PHP/MySQL caching (at the downside of security/permissions).

WHB guys - PLEASE, please do not move this twat back to a regular server. It isn't fair on the rest of us!

calvynlee - go away. If you're other host is so perfect (in your opinion) - why are you wasting your time posting here? :-). hehehe! Move all your sites to them! woohoo.

Scooby, don't bash other people, let WHB deal with it.