in the last weeks, every day some server is down or has some issue, websites down, some mail server has some issue… there is not day without any issue.
I’m talking about Cluster 1
issue on MSSQL12
Al websites using this sqlserver has this error:
Server Error in ‘/’ Application.
A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: Named Pipes Provider, error: 40 - Could not open a connection to SQL Server)
response time in issues
The last months my tickets are responsed in 3-6 hours or even more.
Why do you say “Expected Response Time: 1 hour(s)” in ticket response?
Response time in last 4 months is very bad. Very easy issues are resolved in a long time.
For example, 2 hours ago I have sent some tickets about mssql12 issue and nobody answer me and in live chat nobody know about this issue. In the forum there is nothing about mssql12 issue
Re: issue on MSSQL12
please, someone is resolving this issue? The issue is for 3 hours.
Isn’t there any alert about mssql servers? why support people don’t know anything about this issue?
Re: response time in issues
This is not the normal time due to Waco move. There are many tech currently working on lots of tickets. Please do not flood the forums. You may escalate your request to helpline.
Re: response time in issues
ok, but Please, fix the issue on mssql12 (more than 3 hours without sql server ). I think it is very critical
Re: response time in issues
I escalated to helpline but nobody response
Re: issue on MSSQL12
MSSQL12 is getting errors the same way that 4 hours ago
Re: issue on MSSQL12
Why there is nothing about this issue in cluster1 outages ? This issue is important enough to appear there : 4 hours without SQLServer
Re: response time in issues
Atul,
I can understand that Wako move require a lot of people, but you must give service in Cluster 1 too. We are 5 hours without sqlserver.
No people has fixed it in 5 last hours.
The issue is not ongoing fully 5 hours, and is not mssql12, it is an abnormal issue on win31.
ok I’ll express a bit more since issues have checked out on win31 now.
We are not forgetting or abandoning cluster1 in any way, in fact it is about to take a major focus now.
We are very fed up with issues of late as well, and some of them are very odd.
I am not posting this in open forum as it is a bit of a concern that we have but not sure how to express.
Things really seem to have taken a turn for worse since we found a water/oil liquid had dripped into a server from a power line in the datacenter there.
now we can’t find a repeat of this, even while there and running a cloth on it after the first cleanup. It was a very ‘freak’ thing on one power conduit.
(see mysql7 issue for reference)
Since then we’ve seen hard drives failing at an abnormal rate, some of them may be approaching a refresh age, but quite a few of them are not.
We’ve seen on a different level one of the primary carriers we use there (interNAP) go to using cogent mostly on outgoing routes, if we wanted cogent outgoing we’d have bought it direct!
there’s been a freak switch issue that was resolved by changing switches, but the other switch never failed or anything, quite an odd one.
There’s been several other issues that just make us scratch heads as well, but we are working to not only resolve them, but fully eliminate them and improve out services for the better with this migration.
We still have a lot of work ahead, but the future is bright we just have to get out of this storm cloud that is hanging over some things there right now.
We have new hardware, more hardware, new network, new facilities, and new options all coming in with the migration completion. Along with this we have a new team of people that work on a local level (they are not mentioned publicly even) that live near to our Texas operations, including myself. We have with this new flexibility and potential for new services that were never even options in Miami before.
From here we will base operations for the long haul, and grow outward toward more diverse services outside of hosting even. These will all strengthen and reinforce the company to be better for everyone from customers, reseller customers, up to our own staff as well.
Stephen
I’ve submitted 2 tickets yesterday, response is yet to come.
Our hosting business on Cluster 1 is completely down. As soon as I mention this on live chat with ticket ids, operator goes silent and never returns.
Can we get urgent help here instead?
Hello,
no this is not urgent help site.
We have proper escalation means which are [email protected]
we also have a 2nd on [email protected] that goes to the VPS helpdesk.
Cluster1 is no where near completely down in fact nothing down on it now, so it must be something isolated to you/your service domain.
The office has been having net issues for 3 solid days now with disconnecting very often, making things a real pain for us, and we are working on getting another ISP there that has a true diversity.
You can list tickets here, but it isn’t a per issue support site here on the forums.
why isn’t it a site for urgent help?
It is less seen than helpline which goes to managers. People aren’t here on forums nearly as much as on email.
ticket: EOW-28204-979
2 hours after opening ticket, i got replay.
I Re Reply and nothing, no answer for another 2 hours now…
;(
4 hours passed… yet, no reply to the ticket…
Please Anyone… My Client is losing patience…
X(
there is no specific issue listed here, and I cannot replicate. It opened in under 2 seconds here.
@MIO: Why posting ticket numbers in the forum? What’s the use for other forum members?
In my opinion this forum is ment for
a. interaction between resellers/customers for jodo-related issues/ideas
b. raising questions, ideas and answers that can be interesting for or helpful to other jodo resellers/customers
Posting only a ticket nr is not interesting for me (as another customer) at all, as I cannot look into it. It’s personal to you!
And by the way: I have several customers running on cluster 1, also some using mssql12 and web31. For me and my customers there are some strange issues from time to time (mostly network-related and not many times server-related), but server-down or cluster-1 down issues are not the case for me.
I admit that responsetimes are a bit slow, I hope jodo staff succeeds in finalizing cluster-2 migration soon and that they make a action plan and communicate this with us before cluster-1 migration. (expecting that Stephen and the others learned a lot from cluster-2 move.)
But anyway I cannot wait to have all migrations done to a new stable environment (with stable peering/upstreams)!
Regards, JP
jpveen,
Do you have any on win7, mssql4, mail5, web10 (some of these may have some slowness if doing cross datacenter network SQL DB access), but otherwise they should be on the new services and see new network etc.
From a technical standpoint we are moving a bit further physically from Europe, but from a logical standpoint we have some very nice links directly into the Washington DC/Ashburn Va markets which are heavily connected to and main transit points of EU traffic. I think even if there is a small ms increase in latency it should pay off long term in stability.
P.S. Agree on tickets and I don’t mind people posting for it but same time using the escalation means mentioned above is the proper way and in fact one user here has used it today getting replied quite a bit on a matter.
Once we have migrated servers, we are turning effort a lot internally to improving entire processes.
The Cerberus helpdesk version we are running is old, but they discontinued the xSP version with that release and went more single install focus, leaving us without an upgrade path until their most recent version which again as a multi way, but it is not ideal.
So after migrations we have some new helpdesk system coming online, cerberus as is now has too many points of failure at many levels. We won’t likely be importing anything from it, but leaving it online as a ticket archive in read only for clients to access old tickets. With a fresh start we’ll be able to start from the ground up with proper client notes system and several things lacking in the current system. (for example we can do ticket level notes, but these are rather useless unless you know the exact ticket, we can’t make a customer level note, index etc)
We bought all this in December and planned to have it rolling by now, but our timing has admittedly been off, we’ve slowed down migrations to resolve many issues, we’ve worked on a better system for doing migrations. We are no doubt going to have some problems with some CL1server moves, it would be naive to say anything else, but these will many ways be due to custom changes, and settings made before that we don’t have an effective way to track.
With win9 and Win10 we did something interesting to move them, but it is not an option for most other servers here, as many need an OS level refresh to resolve some lingering issues or install problems.
Basically on win9/10 CL2 we have cloned them and brought online with a 24 hour old copy, synced data, but that was only valid because they were done with the right physical layouts to make it work.