CC from Network Status Post.

[Archertech]

[CC from my post in the Network Status forums.]

Attn: Justin, Other Support Staff.

Hi.

I know hostgator is busy with a lot of servers and all. But could someone please reply to my post ? And my ticket ?? its been more than 2 days now. And what is even more annoying that we STILL have downtime.

I beleived hostgator claims it will pay refund the money for any month that does NOT have 99.9% uptime.

Well i beleive now would be a good time. Not that i am unstaisfied with the service, or that i am critical of what they are doing. I only want what was guaranteed.

As far as what i think about thier services, i think they are simply superb, this is the first incident in the last 3 months here, i hope they can resolve it and honour thier own claim.

Thanks
Faisal Mehmood
My Ticket # is [HGSupport #FMW-55589-947]
Server = Supra
Domain = ArcherDomains.com

P.S Original Post about the downtime lately on Supra. Its been more than .01 percent for this month, which i am sure you can check from your network monitoring logs for Supra.

[Archertech]

Its 6:13 AM CST and My websites on Supra are totally inaccessible.

I was actually having a live chat through the website with a potential client and suddenly the website stops responding. !!!???!??!??! Whats going on ? Somebody PLEASE REPLY!!!!!!

Websites:
archerdomains.com
archernetworks.com
mypages.biz
aigcinc.com

ALL inaccessible.!!!!!

[GatorJustin]

Archer, I am unable to help you with your problem, but I didnt want you to feel like you were being ignored, so I am replying. I am currently speaking with the owner and will ask him to look into this personally and reply as soon as possible.

I apologize for any inconvenience.

[Archertech]

Thanks Justin

You really are a work a holic.

Really Appreciate it. Its nice to know at least someone is listening.

[GatorBrent]

I use to use siteuptime little over half a year ago and I got a ton of false alerts. I'd keep getting alerted that apache was down and would run to a computer to check if my site was up within seconds. It was always up...

With that said their has been a problem with apache on supra however.
About 4 or 5 days ago. Apache has been crashing once a day on the box resulting in about 5 minutes downtime each crash before we'd restart it.

2 of the days it crashed twice in one day. We have been trying to track it down since the 2nd occurance. We've done various things to stop what we believe could be the cause.

One things for sure it's a user doing something. It hasn't been down yet today so the problem might be fixed although the only way to know is waiting for it to happen again while monitoring it, and then attempt to find the problem. We should have it cleared up shortly, and we assure you it's our top priority at the moment.

The entire server hasn't gone down at all the only service that has been flaky is the apache. If your getting more then the 2 alerts a day I'd say it's siteuptime providing false alerts. Another thing to keep in mind is that it might tell you it's been down for 30 minutes although down time could be a minute or less since you only have the 30 minute check


Your ticket was replied to the same day you put it in with the below.


Subject: Network Status on SUPRA
From: sam@hostgator.com
Reply-To: sam@hostgator.com


Hello,

We have checked your domain archerdomains.com and have found it to be working fine with all of its other services like http, pop3, smtp, and ftp.
We have also confirmed the same from our server end.
Also, it was 11 days ago that your server was rebooted. Hence, since then there is no downtime unless it gets rebooted next time during system maintenance which is very likely not to be performed these days.
The alerts that you get with the monitoring softwares are also generated when there is any minor network outage may be in you ISP or your country dependant network. As these services ping the servers and if they do not receive any response to their ping, they generate these alerts. Whereas on the other hand, the site is working fine in other parts of the globe.

If you face any such downtime or problem, it is requested to contact us immediately in any of the below mentioned IM's or our live chat so that we can imediately tell you the status of your domain.
Please feel

[liquid]

One things for sure it's a user doing something. It hasn't been down yet today so the problem might be fixed although the only way to know is waiting for it to happen again while monitoring it, and then attempt to find the problem. We should have it cleared up shortly, and we assure you it's our top priority at the moment.

I appreciate the reply as well. I hadn't opened a support ticket for it, as I noticed that Archertech already had, but I noticed as well that it was just Apache and nothing else. I thought that was odd.

Thanks Gator!

[Archertech]

Thank you fot the detailed Reply.

It Really does make a difference. The email i received from Sam or the one i did today from josh, didnt even remotely mention anything about apache going down, instead they told me the websites were working fine.

Thanks for this reply, cause this is really the one i was looking for, not someboedy telling me that i might not be able to see because of my ISP, or some netwoprk failure on my end. I am more than capable of checking the website status from not only my location but various others, and yes it was quite obvious that the apache server was down.

Yes i agree with you that siteuptime might not be the best mode of checking and that is why i didnt panic, i just started off with a little support email.

The panic set in when in front of my eyes, the server died on me while talking to a client in the live help. Even though it might only be 5 minutes, that one client gone.

Brent and Justin seem to be the only two extremely professional people here. I would really like the others to start taking user complaints, seriously.

I hope you find the problem soon. And as always ... Hostgator Rocks.

[GatorBrent]

We have a lot of servers, and a lot of techs. Any time there's a server issue that results in downtime im aware of it. 99% of the time. This is a full time job in itself and would be impossible to keep every tech updated on every situation. On the major ones such as this more of us our in the loop from my briefing and how to handle the problem.

We got real lucky tonight. Instead of the once a day as we've been seing it. It happened about 20 times in a row. Every minute we'd restart and it would happen again.

20th time we were able to catch a domain opening a 150 connection at once to apache crashing it before it could be written to the logs. (I'm not a system admin so going by what lyron told me from my take on it)

Problem before was it was a needle in a hay stack. We would Monitor the processes the entire day for something that took place in a second. We'd miss it and attempt to monitor again. Tonight was different so we were able to catch it. We have suspended the reseller who is to blame.

It looks like the problem is solved although only time can tell.

This user 100% crashed the apache while we were monitoring although to say he's the reason for the daily crash would be more like 95% Guess we'll know in a day =)

[liquid]

Thanks for the update! Can you let us know what the reseller was running - if you ever find out? I'd hate to do the same thing out of ignorance.

[Archertech]

Wonderful!!

Its wonderful to see that someone actually, did something about the problem

As a suggestion, like so many others have pointed, please tell your techs to look INTO the matter before they reply. I was really dissapointed when i was told that it was due to an outage on my ISP's Network Side. OR of the same sort.

I know HG has to deal with a lot of newbie questions, and stuff, and i consider myself to be a newbie in this field, but rest assured some of us do actually have a lot of experience dealing with computers, heck i even have a degree in it. So when somebody tells me its a network issue, its severly annoying, because yes, i will only complain when i am sure it is not MY fault.

Thanks. I hope we dont get more downtime!>
Faisal

[Archertech]

Hi.

2:45 CST and APache is down, Cant access ANY of my sites,

What is even wierder is the fact that WHM shows it as UP!!!! Whats up with that ???? Please Reply and let us know exactly WHAT is going on ?