mr2turbo

***GatorJosh*** · #1 10-24-2006, 06:08 PM

We are seeing some raid issues on this server. We are currently working with the data center to get all issues resolved. We are going to have the data center pull one of the drives in the server and attempt to boot with the second. We are hoping this will allow the server to boot without any problems.

During this time you may notice some service issues regarding emails and web traffic. We are doing everything we can to bring all services back online as soon as possible.

***GatorJosh*** · #2 10-24-2006, 06:42 PM

Removing one of the drives from the array corrected the issue. We are now having the tech replace the bad drive in the array and the server should be back online shortly.

shank · #3 10-24-2006, 07:11 PM

i assume emails will sit on the main email servers and queue up then goto our mailboxes once the server is restored?

***GatorJosh*** · #4 10-24-2006, 07:13 PM

The server is now online with one drive as the techs were unable to boot the server with a 2nd drive in the array. We are going to be syncing the data with a backup server tonight to correct this issue.

As for emails, they will likely be queued on the remote host to be delivered. All services are now online and emails should be coming in without problems.

Date 10/24/06
7:13PM CST

shank · #5 10-24-2006, 07:16 PM

yeah i noticed that my database cannot be connected too, so i assume thats part of the data that will be sync tonight

also webmail doesn't work when i click squirrel mail it says

ERROR: ERROR: Connection dropped by IMAP server.

#6 10-24-2006, 09:08 PM

Update:
The HD still appears to be having some issues, we are currently investigating this further.

#7 10-24-2006, 09:58 PM

Web Site and Email Down

Str82u · #8 10-24-2006, 10:02 PM

Well, I know this is a taboo subject, but due to the outagges being a real BONIFIED server issue, are you honoring the 99.9% uptime guarantee? I had a couple sites I know for sure were offline during this, including the main site I make money from, which, by the way, has nothing to do with hosting.

Str82u · #9 10-24-2006, 10:22 PM

I see it is all the websites I host that are offline. I guess it's fortunate that the email doesn't work, but unfortunate that my really good customers are calling on the phone.

#10 10-24-2006, 11:00 PM

This is the 2nd or 3rd time in recent weeks where my sites and/or email have not worked.

The time before last I was told that it had nothing to do with Gator and was an international routing problem through Singapore or somewhere. However my sites were down for a couple of days. The time before this one I was told it might be a problem with my emails and to try changing the passwords and then later was told there was some problem with the server and it was being reset or something like that. Now my sites have been down again for several hours. I have seen no communication or credit notice and this is definitely WELL BELOW the 99.9% uptime guarantee.

#11 10-24-2006, 11:32 PM

This is ridiculous. There has been over 5 hours of down time and no solid answer as to what is going on. I am a computer tech by trade, so I'd appreciate a technical answer, not a BS customer service brush off.

And yes, I would like to be credited for my month of service as well.

www.silcore.net

#12 10-24-2006, 11:33 PM

I feel your pain Sean Coleman. The excuses I got were that they were updating cPanel each time and it was a bad update, the bad news is they won't honor the guarantee for software issues, only hardware, or so I've been told

shank · #13 10-24-2006, 11:35 PM

this issue is hardware...

I'm hoping that per the earlier post, they are restoring data from backup onto the raid once again, which i believe explains why the website is down again but the website was up earlier and no email, hence the need for restoring the data

#14 10-24-2006, 11:46 PM

The cpanel upgrade a couple weeks back caused a virus to infect users who went to my website. That was thankfully taken care of within a few hours.

The 99.9% uptime guarantees, and I quote, "We guarantee that your site will be up 99.9% of the time we host it. This guarantee includes both network and server failures. If your site isn't up 99.9% in any one month we will issue a full refund for the month."

That is all encompassing - software and hardware. This is definitely a server failure.

shank · #15 10-24-2006, 11:50 PM

I just hope email will come no problem, from another mx server or such. I can't afford to lose the incoming email that I am waiting on...

#16 10-25-2006, 12:01 AM

You're more than free to submit credit requests to sales@hostgator.com to receive a credit for the downtime if you feel it is necessary.

At this time the issue is still occurring and everything is being dealt with as promptly as possible.

Thank you for your patience: We appreciate it!

#17 10-25-2006, 12:02 AM

They are probably either using MS Exchange to store the mail and route it to the appropriate accounts, in which case the mail will be queued on one of the exchange servers until it can get forwarded to the appropriate mailbox... or they are using a 3rd party company like appriver, which will alos queue the mail.

I am more worried about the actual data, like mysql database information.

shank · #18 10-25-2006, 12:05 AM

hopefully

i use free postfix, sendmail at my company and it does the job. but i wasn't sure if they had one direct mail server isntalled on each of the servers

#19 10-25-2006, 12:08 AM

What does that mean? The "issue is still occurring" ? Are you rebuilding the raid array? What is the technical status? Are you restoring from a tape backup?

#20 10-25-2006, 12:14 AM

[QUOTE=GatorDaveM;38806]You're more than free to submit credit requests to sales@hostgator.com to receive a credit for the downtime if you feel it is necessary.
QUOTE]

necessary - are you kidding. I probably lost as much in income so far as what a month costs me, yes it's neccessary. If my customers of the hosting business ask for thier credit, I'm really screwed.

#21 10-25-2006, 12:55 AM

any update if the server will be up in the next 4 hours?
I need to know if i need to redirect my sites, please advise.
I can not afford one more day with my sites down

slapshotw · #22 10-25-2006, 01:22 AM

Quote:

Originally Posted by Unregistered

They are probably either using MS Exchange to store the mail and route it to the appropriate accounts, in which case the mail will be queued on one of the exchange servers until it can get forwarded to the appropriate mailbox... or they are using a 3rd party company like appriver, which will alos queue the mail.

I am more worried about the actual data, like mysql database information.

Nope, that is completely false. These are linux servers. Each server handles its own mail routing.

-Matt

RBX0122 · #23 10-25-2006, 01:38 AM

Could we please get an update. My account is down and has been for several hours.

#24 10-25-2006, 02:11 AM

I recieved an email to an outside account (of course) telling me that Host Gator had creditied my account for the next month ($24.95) and an apology. The money was enough, but how much longer now, cause one month will cover a part of todays lost income but tomarrow is a different story

#25 10-25-2006, 02:17 AM

when is this going to be sorted out.

This is pathetic. Contacting the genius staff on Live Support just gets you sent here where there is no information at all.

If you are going to send us here then at least update us on what is actually going on at regular intervals and as someone else said not just with the usual BS. We want real answers and real timescales because you are affecting all of our businesses with your incompetence.