Skyline?

David · #1 02-24-2006, 10:04 AM

All of our sites on Skyline are down. Is anyone else on Skyline having this problem? I've already submitted a support request, but was surprised to see that there wasn't any mention of it here. This server has had services going up and down regularly since the end of January. Before that, it was extremely stable in terms of uptime.

David

David · #2 02-24-2006, 10:42 AM

Well, it came back up about 30 minutes ago, and now all of the sites are back down again... Please find out what is going on with this server and get it fixed. The business cannot afford to have email and the website down this frequently. We've been with you guys over a year and a half and don't care to move, but this cannot continue.

I got a reply back to my support request from Alex saying that the load was too high and that it was being brought back up. Please track down what reseller account/end user account is causing this unstable environment and have it disabled/removed from the server. In case a HG person happens to see this, the support ticket was BSC-307768.

David

afterfive · #3 02-24-2006, 10:57 AM

Dave,
I too have been having problems with Skyline today. Have had over 30 phone calls already. I agree timing is not great but bottomline is that as usual, Hostgator is repairing the problem as fast as possible. I have been given an estimate of 5 minutes more. Before you jump ship, consider how little problems like this actually happen and how quickly they are usually resolved.

justG · #4 02-24-2006, 11:40 AM

Skyline appears to be back up.

David · #5 02-24-2006, 12:45 PM

Yes, it is back up now. I was monitoring the services and about noon ET when I logged into WHM, several of the services were still flashing red, but as I ended our staff call around 1pm ET, all services were back up.

It's not that I want us to have to find another host, and like I said this server has been great until the end of January. Ever since then, there are outages several times per week, albeit they are ususally just a few minutes at a time. Today just seems to have been worse than the normal few minutes. Sure, I agree that HG addesses the symptoms quickly and will restart services or reboot the server, but does not appear to be addressing the root cause of the problem, hence its reoccurence several times per week. It appears that they are not dedicating any resources to fixing the long term problem but alleviating the symptoms as they arise again and again. I'm sure they keep records of how much time support spends on each server. Since January I'd be willing to speculate that it is above average. You can see that over the long term it would make sense to dedicate someone to finding the culprit (whether it be hardware, software, new account, etc) and correcting it rather than continuing to deal with the symptoms time and time again. This server was "full" in terms of new reseller accounts like a year ago, so it leaves only a couple of possibilities to explain these problems:

1. There is a current reseller that has a new account(s) that is causing these issues.

2. There may be some hardware issue at work here.

3. Resellers on this server have left HG and new reseller accounts were placed on the server which are causing the problems.

I tend to think it's not #2 due to the symptoms being exhibited, but it could be. Even as I was stopping my monitoring in WHM around 1pm, all services were up but load was hovering around 8, which isn't particularly good for a machine with 4 cpu's.

David

justG · #6 02-27-2006, 07:35 AM

Down again?

justG · #7 02-27-2006, 07:40 AM

Up again. Urgh.

e1miran · #8 02-27-2006, 07:50 AM

Down Again!!!

or just plain sluggish.

barna · #9 02-27-2006, 12:40 PM

It seems Skyline has been down 5 times so far today. I really don't know what is going on with this server but I always get the same reply from live support "one of our system admins was working on it". Any idea what the real story is?

David · #10 02-27-2006, 08:38 PM

Yes, inquiring minds would like to know. Today (2/27) it seems to have only gone down 4 or 5 times (between 6:00am ET and 9:30am ET) as opposed to 12 - 15 times on the 24th. Can Lyron or someone who has expert skills in this sort of thing find out for all of us on Skyline why this perfectly stable & fast server is now anything but?

afterfive · #11 03-01-2006, 08:15 PM

Skyline woes continue, I actually lost a client today because of the irratic behavior of Skyline. If the root of the problem is not found soon I may not have much choice as I really don't want to start losing my customers. If Hostgator has an explanation please provide one along with any assurances that the issue has been solved.

***GatorBrent*** · #12 03-02-2006, 09:07 PM

21:04:58 up 6 days, 11:28, 1 user, load average: 1.05, 1.48, 1.62

the server has been up and running fine as to which one of the users that crashed it 6 days ago / causes random spikes we are still monitoring to catch, and/or already caught them. we investigate every spike and every crash and move our suspects to other servers.

David · #13 03-02-2006, 11:03 PM

Quote:

Originally Posted by GatorBrent

21:04:58 up 6 days, 11:28, 1 user, load average: 1.05, 1.48, 1.62

the server has been up and running fine as to which one of the users that crashed it 6 days ago / causes random spikes we are still monitoring to catch, and/or already caught them. we investigate every spike and every crash and move our suspects to other servers.

Hi Brent,

Thanks for the info. I may not have been specific enough. The server has probably been up since 6 days ago, but the individual services keep going down (i.e. http, pop, etc.) so the net result is the same, our sites or email are down. It does seem to be getting better in the last couple of days though in terms of number of individual service outages. On 3/1 for example, pop3 went down twice and http went down once. On 3/2 (almost midnight here on the east coast) it has only had one service outage, http went down about 11am ET today. So, hopefully the offending problem(s) have been either worked or moved, or in the process of being tracked down. At least we know you're aware of the problem and monitoring to see what is causing the service outages. Thanks.

David

David · #14 03-14-2006, 01:25 PM

Well...It's down again. The last few days it's had 2 or 3 short outages but it seems the whole thing is down now for the last hour or so. I sure wish HG could figure out what it going on with this server. Alertra, Siteuptime, Hyperspin all say the same thing when I try checking all of our sites so I know it's not me and cruddy TW Cable/Road Runner.

David

David · #15 03-14-2006, 01:32 PM

Well, I just called support and Karen said "Skyline is being maintained." OK, what does that mean? She said it was having problems with SSH and http and that they were working on it but had no idea how long it would be down... Guys, please find out why this server keeps crapping out. It's been down for quite a while today already.

David

David · #16 03-14-2006, 03:51 PM

After about 3 - 3 1/2 hours down it seems to be back up (sort of) but the load is horrible on the order of 14 to 15. This just can't be good:

justG · #17 03-21-2006, 07:31 AM

Is Skyline down yet again?

justG · #18 03-21-2006, 07:52 AM

I got an e-mail from support (in response to my complaint) informing me that the server has been rebooted, and it seems okay for now.

David · #19 03-21-2006, 11:39 AM

Hi, no. It's not alright, but at least the sites are up right now. I really don't understand this. I emailed with Brent about a week ago and he said that they had made some upgrades, etc. on the server. Ever since then it's been great, only one brief http outage on Sunday. Then today, BOOM! I've gotten over 20 messages from monitoring services about pop, http, ftp, smtp all being down. IMAP is still down and the load isn't good over 9, but sites are at least functioning.

justG · #20 03-21-2006, 11:13 PM

I got complaints from clients about 2-3 hours ago, so it looks like there has been more downtime since yesterday morning.

wrightbrother · #21 03-23-2006, 10:34 AM

Down again!!! I'm getting really frustrated with this situation. Particularly as Host Gator has failed to explain what's going on...

The worst part is that *I* am noticing the downtime just from checking my mail. This is not good for business....

What is going on?

David · #22 03-24-2006, 12:34 AM

I wish I knew. This server used to be great, very stable, now far from it. I wish they would boot whomever is causing all this. I've about had it and ready to find a VPS somewhere.

David

***GatorBrent*** · #23 03-24-2006, 01:47 AM

I don't see anyone reporting as using anything even close to abusive. I'm going to keep top open on it until were sure this is resolved. If you could email me when your sure it's down to brent@hostgato... that would be great. I'm not even seeing it showing up in our monitoring as down often.

wrightbrother · #24 03-24-2006, 08:53 AM

It's down now... Whether or not your software shows it.

shawn.johnson · #25 03-24-2006, 09:23 AM

I have also experienced multiple site outages on my skyline-hosted websites. I am currently trying to access several domains and am unsuccessful.

Has anyone checked the name servers for potential issues? I am running a query for A records of my domains on http://www.dnsstuff.com and am getting the following response:

How I am searching:
Searching for www.kenglassphotography.com A record at l.root-servers.net [198.32.64.12]: Got referral to J.GTLD-SERVERS.NET. [took 91 ms]
Searching for www.kenglassphotography.com A record at J.GTLD-SERVERS.NET. [192.48.79.30]: Got referral to ns34.websitewelcome.com. [took 192 ms]
Searching for www.kenglassphotography.com A record at ns34.websitewelcome.com. [67.19.58.195]: Timed out. Trying again.
Searching for www.kenglassphotography.com A record at ns33.websitewelcome.com. [67.19.58.194]: Timed out. Trying again.
Searching for www.kenglassphotography.com A record at ns33.websitewelcome.com. [67.19.58.194]: Timed out. Trying again.
Searching for www.kenglassphotography.com A record at ns33.websitewelcome.com. [67.19.58.194]: Timed out. Trying again.
Searching for www.kenglassphotography.com A record at ns33.websitewelcome.com. [67.19.58.194]: Timed out. Trying again.
Searching for www.kenglassphotography.com A record at ns34.websitewelcome.com. [67.19.58.195]: Timed out. Trying again.

I am seeing this for every one of my domains.