Getting brushed off

[rune-source]

I wake up in the morning noticing my websites are suspended? I am outraged as I try to get them unbanned and they don't do NOTHING and they don't answer my tickets after time after time even when I ask their live support and I am losing lots of members because of this now! and hostgator doesn't seem to care at all?! I use to think hostgator was very good but I am wrong unless this can be resolved I am leaving. Thanks Hostgator for the worst service

[GatorFord]

Hello,

I have found the ticket in question where the account was suspended for excessive CPU usage which was causing a problem on and I'm forwarding this to our Security department to work with you further on seeing the exact source and what steps you can take to prevent this and I'm also unsuspending the account at this time.

[GatorChrisD]

I have reviewed the ticket and apologize for the inconvience and frustration this has caused you. The ticket was answered in a little over an hour, but the reason your account was suspended from the server was because of the CPU usage that it was taking up. I hope you understand that we cannot allow the cpu to be maxed out on a shared server and had to take action on this. Your account is now back online and is running like it should, again I apologies that you were unsatisfied with the amount of time that you were in the queue, however we do try to answer tickets in the order they are recieved and assure you it was answered in a timely and fair manner.

[GatorBrent]

Here are the logs from this....


Has anyone shown this to you yet?

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
14524 usernamehere 20 0 47208 30m 6504 R 99.2 0.4 0:03.05 php
14532 usernamehere 20 0 38860 22m 6484 R 93.3 0.3 0:01.64 php
14536 usernamehere 20 0 38888 22m 6484 R 91.4 0.3 0:01.66 php
13914 root 20 0 228m 53m 4544 S 81.7 0.7 1:17.83 mysqld
14543 usernamehere 20 0 36556 20m 6480 S 31.1 0.3 0:00.70 php


This script is definitely a problem that warranted a suspension due to using all the cpu.

[GatorBrent]

Hello,


I'm moving this to a different forum until I hear back from you. thanks!

[Carter]

I dont blame them. I have had other people on my server, just like you hog the CPU and slow my site down. I would have susupended you too if I were running the server. Its not fair that you hog all the CPU cycles and everyone else on the server gets slowed down. Imagine how frustrated all the others on your server are.

[mike240se]

can you tell us what script this was if it wasnt a custom script? so we might know if will cause an issue for us if we use it?

[GatorChrisD]

Hello,

In this case the script was Simple Machines Forum 1.1.5.

[mike240se]

thanks gatorchrisd, i have never heard of it, so i am pretty sure i dont use it but helpful. maybe you guys could have a thread where you post all the scripts you have seen cpu/memory issues with and the version of that script. so that your time investigating, etc is not wasted and is helpful to prevent it again.

sometimes it may be a matter of someone realizing they have a version that caused and issue, so they then find an upgrade that solves it!

[GatorChrisD]

Hello,

Really there are too many variables involved to provide a list of script such as this. Any scripts that are known to cause issues, such as proxies, are currently banned from our shared servers. After that it becomes a matter of the amount of traffic the site is seeing, and how the site is configured. For example, if you were running a wordpress blog, using the wp-supercache plugin would greatly reduce your CPU usage.