Response to Site Down

joegreen56 · #1 06-30-2007, 06:36 AM

If I opened my site and got the following error, and contacted Hostgator support right away, what would be the response or action taken? How soon?

> Internal Server Error
> The server encountered an internal error or misconfiguration and was
unable to complete your request.
>
> Please contact the server administrator and inform them of the time the
error occurred, and anything you might have done that may have caused
the error.

Sam · #2 06-30-2007, 06:41 AM

Do you have any php flags in your .htaccess file? if so remove them and see if that helps

charlesgan · #3 06-30-2007, 07:40 AM

it can be server side configuration problem as well. error 500 for example.

if you need it fast, live chat with support.
alternative is send in email ticket.

will be fast.

ldearing · #4 06-30-2007, 08:16 AM

Quote:

Originally Posted by charlesgan

...if you need it fast, live chat with support.
alternative is send in email ticket.

... agreed but be carefull trying to get too involved with chat for something that looks serious...thats not their strong area. they are good for quick questions or assessments ... support ticket for serious issues.

esl · #5 06-30-2007, 11:46 AM

If after multiple hours and no reply to your trouble ticket, give HostGator a phone call.

joegreen56 · #6 06-30-2007, 02:17 PM

Thanks everyone. What I posted above isn't a current issue, this happened recently with my current host. I contacted their support and was told a ticket was created, but it would take 24-48 hours to look into. For a small business site, as I have, that is totally unacceptable.

I was wondering if Hostgator response would be quicker than that?

For the record, Sam had the answer, it was a PHP command that was put in my .htaccess file. Fortunately, I was able to figure that out in a couple of hours and get back online, but no thanks to my current host support.

Sam · #7 06-30-2007, 02:45 PM

Quote:

Originally Posted by joegreen56

For the record, Sam had the answer, it was a PHP command that was put in my .htaccess file

Glad you got it sorted

GvilleRick · #8 06-30-2007, 03:17 PM

I suspect HG would be faster at responding than the 24-48 hours you mentioned. To be fair, however, the problem was in the .htaccess file and as such is a coding issue. No host should be expected to provide coding support.

One feature here that helps with these types of issues is under the HG Extra Features tab in cPanel. There is a script called Internet Server Error Check to test your account and check for invalid php flags in .htaccess, improper permissions on folders, etc.

Serra · #9 06-30-2007, 04:30 PM

Quote:

Originally Posted by joegreen56

Thanks everyone. What I posted above isn't a current issue, this happened recently with my current host. I contacted their support and was told a ticket was created, but it would take 24-48 hours to look into. For a small business site, as I have, that is totally unacceptable.

I'd expect that 12 hours would be long enough. I'd find a new host if they admitted it would take 24 hours to fix a 2 second, well known, problem.

GvilleRick · #10 06-30-2007, 05:05 PM

I submitted a ticket after posting the previous reply (been meaning to submit one to get shell access) and the response was about 30 minutes.

Break the Silence · #11 06-30-2007, 10:07 PM

Quote:

Originally Posted by GvilleRick

One feature here that helps with these types of issues is under the HG Extra Features tab in cPanel. There is a script called Internet Server Error Check to test your account and check for invalid php flags in .htaccess, improper permissions on folders, etc.

Good to know...

Thanks for the post!

riostyles · #12 06-30-2007, 10:51 PM

Quote:

Originally Posted by GvilleRick

One feature here that helps with these types of issues is under the HG Extra Features tab in cPanel. There is a script called Internet Server Error Check to test your account and check for invalid php flags in .htaccess, improper permissions on folders, etc.

Sorry to step in. I saw few times this"Extra features" in the forum but see nothing in my cpanels. I must be too dumm.

slapshotw · #13 07-01-2007, 12:17 AM

Quote:

Originally Posted by riostyles

Sorry to step in. I saw few times this"Extra features" in the forum but see nothing in my cpanels. I must be too dumm.

It's not in every server yet, including reseller and dedicateds.

Sam · #14 07-01-2007, 06:45 AM

Quote:

Originally Posted by riostyles

Sorry to step in. I saw few times this"Extra features" in the forum but see nothing in my cpanels. I must be too dumm.

Would you really like the Hostgator logo in your cPanel?