Acura down again

[webdev]

Once more Acura server died. Had customers ringing up complaing that all domains & all emails are down.

Was told over half an hour ago that it would be fixed in 20 minutes.

Customers domains are now finally up - but email accounts are not connecting.

It will be great when they finally get things are reliable again!

[webdev]

A further update. HostGator support has emailed me that the problem with Acura is fixed.

Some joke

The domains nikkita.net, thesower.net, vintageclothing.com.au are all still down as is all email to these accounts.

[webdev]

Well I still cannot get emails from my primary domain (think-edesign.com), nor can my customers on nikkita.net, thesower.net, or vintageclothing.com.au

In fact since Acura went down those three domains have not come back up.

I just wish that HostGator had some honesty & posted (a) what was going on & (b) when it would be fixed.

I mean is that to much to ask - some honesty towards THEIR resellers???

[webdev]

12:50pm after having already spoken to "Live Chat" I sent an email to support about Acura being down - and am told by "Live Chat" 20minutes to fix

1:41pm email from support saying Acura is up & all fixed.

Immediately sent another email saying that things are still not right.

Now it is 3:15pm & things are still not fixed.

Some 20 minutes

Some things are right

How about some honesty here & letting YOUR RESELLER'S know what is happening & when it will be properly resolved???

[johnwey]

MA-A-A-A-T-E!

Where abouts in Brissie are you?

I'm down on the Gold Coast -- all my sites down for the last 5 hours.

Absolutely spewing.

What do ya reckon's going on?

Hey how did you find out it's Acura? I thought mine was Taurus. Or are they both knackered?

I put it on them in live support are they going bust and they said for sure not.

But it's cost me an arm and a leg today giving out free hosting to everyone that's complained.

John

[webdev]

Yeah that is the trouble & HostGator have become very shoddy toward their resellers IMHO

We have to deal with our customers.

They think that they are getting a hard time of it. They only get to hear from one or two of us resellers - we get to hear from dozens of our own customers.

The problem with HostGator is that they are just not honest with us.

And as THEIR resellers surely we have the right to be kept fully informed.

It is not like we just pay them for one domain at a couple of dollars a year.

I actually have an email sent by their support this arvo saying that Acura was up & working fine. In a pigs eye it is.

PS: I am at Waterford - halfway between Brissy & the Gold Coast

[webdev]

I have just now checked all domains & emails and it seems that finally everything is working as it should.

Still absolutely no communication from HostGator staff as to what the problem was though.

It is this lack of honest communication that hurts as much (or more even) than the fact of life that servers do experience downtime.

HostGator staff show absolutely no respect to their resellers at all.

We (as resellers) are answerable to our customers - it appears that HostGator staff are answerable to no one.

Hoepfully Acura stays up longer than a month when it was down on the 20th April.

It is also shows up their lie of 99.9% uptime.

[GatorBrent]

>>>>>>>> Reason for downtime >>>>>>>>
In short :
>>>>> Cpanel and huge Bug>>>>
Detailed reason:
Cpanel had a bug where fixrelayd creates a new line in the syslog.conf file every time it's run, which
is the reason for some of the pop issues we have been having and dns not resolving / sites not working.

local0.notice;local0.debug;mail.*;mail.none;mail.i nfo;local0.info
-/var/log/maillog
The more duplicates a server had from this cpanel bug the more it would break until it hit the climax today on a bunch of boxes such as lincoln, acura, avenger, tiburon, many more servers causing havoc.
NOBODY at cpanel was aware of this bug, nor have we seen anyone post about it. Sometimes it takes 1200 servers to notice an issue like this. The fix is simple but the problem lied in a file nobody ever would check.
Think of it like your cars engine catching on fire every time you turn it on, and then finding the problem to be from the air in the tires being combustible slowly leaking into the engine. (something that just doesn't happen) It was one of those bugs!!! We either got lucky finding the problem or were just that good, and or maybe a little of both.

[webdev]

Thank you Brent for the explaination for the downtime.

That is all I ask. To be kept informed.

I am sure that you appreciate it does not only impact on your business - it impacts on mine & my customers & on the rest of your resellers & their customers on the server(s).

You must understand that for us to be given no reason & simply told that "it will be fixed in 20 minutes", or that it "is all fixed now", when it clearly wasn't & clearly took several hours,(not "20 minutes"), is just not good enough as far as we your clients are concerned.

By & large I am the first to admit that "on the whole" HostGator have been fairly reliable for service - I am also the first to say that HostGator communication is a big disappointment.

Please tell your staff to be honest with us resellers - because we want to be honest with our clients.

So once again thank you for your explaination.

[GatorBrent]

We had no idea what the problem was and believed we could fix it in a matter of minutes like we do for 99% of problems. Seconds up until we fixed the problem we still had no idea how long it would take to figure out. We weren't even sure we could figure it out and were quickly loosing hope running out of things to try / look at, bug giving up isn't an option and as always we managed to pull through. Basically we all knew it was something from cpanel and their updates but where or what was the question.

Had we known about this cpanel bug it would of been fixed in seconds. Here's my honest answer for any downtime we have..........


We have no idea how long any downtime will take to fix. We know most take minutes, and if it's not fixed in minutes it could take a few more minutes, and if not in a few more, a few more. Minutes can turn into hours and even then we sometimes think only a few more minutes. Some things are out of our control such as attacks, cpanel bugs, hardware issues, the end of the world, etc.

We can't really say how long but every customer demands to know when we dont know. All I can say is within minutes of a problem we are already working on it, and you can be positive were not going to stop until it's resolved in the quickest possible fashion.

[webdev]

Thanks again Brent.

[johnwey]

Hey! Nice to meet you Brent

I always reckon it's great when a business can show the 'face' of the owner.

And I, like WebDev, appreciate your clarity and honesty.

Goodonyamate

John