Massive traffic log error.

B

bro

Perch
I got a warning email this morning that said one of my accounts used 575.2Gb today!

Ticket [RS #FVW-21696-833]: traffic log problem

This account has used 600GB in TEN years; but now Hsphere says it used that in one day and i can't see why because it restarted on the 8th???? The transfer logs show nothing of the sort. There is no unusual activity at all (AWstats say 7Gb total last month, and a few hundred megabytes this month), and there are no large mailboxes on the site. There are no large FTP logs, either. I'm the only one with FTP access and I couldn't transfer that much traffic in a month even if I transferred files continuously, never mind a single day. Support only replies that that's what the logs say. WTF?
 
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We have forwarded your ticket to our senior system admin who will analysis your traffic logs for the account and update you on same ticket.
 
Bro,

We've had this happen a few times in the upgrade process, not sure if this is one of those but it could be, for some reason it is multiplying a 57MB or even a 5.7MB many times over, we have at least 5 cases of this in the last 5 months, we will very certainly correct it and each time it was hsphere side that had the errors, logs all looked ok.
 
So I hope that means I'm not going to be charged for it, as the numbers are still there, and still increasing.

AWstats shows this in the summary so far for this month, which accounts for all this 'Unviewed traffic'. There appears to be nothing related in the actual traffic log, though.
999Unknown error251116.9 %52.01 GB
 
I'm still waiting for an answer on this. The usage has not been corrected, and billing time is looming.
 
The usage won't be corrected really, I will see if we can do it, but it can cause other issues, we will have to manually credit you for the billing, but please have a billing mail in before, you can CC it over on helpline if you want me to stay in the loop on the emails.
 
As I totally expected to happen, sales say I was 'correctly charged' and are demanding the overage payment.

"As we have checked, you have been charged for extra monthly transfer 445.5 GB at $0.25 per GB/month. Please check the additional charges for monthly transfer: http://www.jodohost.com/add-ons.asp which is correct charged by system."

Please attempt to sort this out. I'm pretty much done with trying to explain it.
 
Sorted now, thank you.

I must admit it has always worried me concerning the potential overage charges. I haven't had one in the more-than-ten years I've been with JH before this error as I'm always well below the limits, but there's always a chance that a bot attack, a hacker, or a mad client will suddenly cost me hundreds of dollars before I can get a chance to stop it. The closest I've come to it before was when a Wordpress backup job tried over-and-over to make a large backup that wouldn't write, and I just caught that in time, but I don't always read every single piece of transactional mail carefully every day. Some kind of overage protection or insurance, to cover occasional accidents, attacks, or screw-ups, might be a useful addition. Many so-called 'unlimited' hosts will suspend a site if it uses too many resources, but at least there's no danger of a huge bill.
 
I did not reply here on the thread but did in the mails and it was handled as soon as the billing manager was in to make the change, not all the staff have the permission required to do the credit.

I DO have the permission but I make mistakes in that at times which cascade down, so I rather the proper personnel make the needed changes so no mistakes in credits. So I haven't touched the credits and debits function in years now after learning hard.
 
I had this happen again on a different account. The stats disappeared for about 12 days i.e. nothing recorded for AWstats at all, then it came back and I get an email saying the account used 26Gb. No logs or unusual behavior to account for it at all. Two subdomains supposedly used that between them. (One a very small Wordpress site and another a few old static pages that are almost never viewed.)

Account ID: # 13884781,
APPROACHING RESOURCE LIMIT 26.7 GB of traffic has been used this month out of 15 GB limit

I've moved one site to another host, and will move the rest and close the account. This one doesn't put my reseller plan over the limit, but it's not feasible that it's genuine traffic, and I am not prepared to spend the time it takes to communicate with billing every month to try to prove it. I hope you can find the root cause of this problem, as it makes keeping this reseller account very difficult.
 
Were these on a windows server that was migrated 2003 to 2008 like the other?

if so there isn't much we can do it's just how the process goes and the formats change making the hsphere system hiccup in a few cases.
 
No, this account konhostac with those domains was originally set up on win38, which I think has always been 2008. It's been behaving itself all along until last week. The awstats disappearing completely for several days before it happened is just the same behavior as the last glitch.
 
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