Infinity: HTML Sites All Down

[Matrix0]

I have never had anything remotely like this one.... our database sites are up, but every HTML site is down. This on top of the terrible slowness of the last few days.

Has anyone any idea what is going on? How can this happen?

I'm waiting for a response from Support.... but obviously will have to start bailing sites out soon.

Any ideas?

[Matrix0]

It looks like the nameservers are up the spout, as DSNr gives:

"A timeout occurred getting the NS records from your nameservers! None of your nameservers responded fast enough. They are probably down or unreachable. I can't continue since your nameservers aren't responding. If you have a Watchguard Firebox, it's due to a bug in their DNS Proxy, which must be disabled."

ns62.websitewelcome.com. [NO GLUE; No A record]
ns61.websitewelcome.com. [NO GLUE; No A record]"

However... how come the dbsites are still up?

Where are Support?

[Matrix0]

Great... Support tell us there is no problem! Alerta disagrees:


05/07/2005 12:26:34 Atlanta USA Error N/A 0.00 N/A
05/07/2005 12:26:34 London UK Error N/A 0.00 N/A
05/07/2005 12:26:34 Las Vegas USA Error N/A 0.00 N/A
05/07/2005 12:26:34 Orlando USA OK 14.2 0.21 562.66
05/07/2005 12:26:34 Chicago USA Error N/A 0.00 N/A
05/07/2005 12:26:34 Frankfurt GERMANY Error N/A 0.01 N/A
05/07/2005 12:26:34 Hong Kong CHINA Error N/A 0.00 N/A
05/07/2005 12:26:34 Oklahoma City USA Error N/A 0.00 N/A

Now... I wonder who to believe?


Seriously: there is NOTHING worse than someone in support giving a BAD response like this. It is very very poor indeed.

[Matrix0]

The actual problem seems to have resolved itself, at least for now.


However, that obviously doesn't excuse Support denying there was a provable issue here. Very annoying indeed!

Apologize for any confusion. One of our main DNS servers required attention thus the temporary interruption of your HTML / Apache functions.

All is well

[Matrix0]

Yes, it is resolved.

However, perhaps you could tell your support staff not to deny there is/was a problem. It is not the first time I have had responses like this.... almost saying "All is well Mr Customer, what the hell is wrong with you?".

It's annoying, and it makes Support look like they don't know what they are doing (at best), or that they are covering for outages (at worst).

Even worse is when the sites are all still down, yet they still insist there isn't a problem. What would YOU think in that position? Your sites are down, yet the host denies it.... yet they ARE down.

I think you need to speak with your staff there.

I certainly understand what you're going through, as I would feel exactly the same way. It isn't however an issue which they intentionally would not have misinformed you of.

Most of the time with a sticky DNS issue such as this, the server appears to be 100% functional and without issue. It can get a bit more complicated pinpointing certain DNS hiccups. I do apologize for the mishap none the less .

[gtgeorge]

Yes I to am experienced in the fact that email support has responded back on my last 2 issues with "Everything is fine" recheck your end. Even when telling them I used an annonymous service, a monitoring service, your status indicators, etc to crosscheck before reporting the problem. Only to finally see a report of the problem and the resolution.

It would be nice to check into this further.