Server Down?

Discussion in 'H-Sphere Shared Hosting' started by TekniDude, Nov 15, 2003.

  1. TekniDude

    TekniDude Guppy

    All of my domains & subdomains say:
    in the web browser.

    I was in the middle of editing one of my sites in WebShell when it gave me that error.
    So I tried visiting the page with my browser and got the same error.
    ...then I also tried FTP'ing to the server and the folder is completely empty.

    What happened? Its like all of my files got erased!!
  2. Yash

    Yash Bass

    That server has gone down 12 times today because of abuse.
    We currently have identified 9 sites that are causing problems.
    These are 2 of your sites we currently have down and are monitoring to see how the server acts.
  3. TekniDude

    TekniDude Guppy

    Well one of those sites is a PURE HTML site.

    It also doesnt get more then maybe 10 hits a day.
    I dont see how that could effect the server at all.

    For the other site:
    I remember reading about this happening to another user also.
    I think that he had phpBB installed.

    I just recently installed it about 1-2 days ago.

    Could that effect the server at all??

  4. Yash

    Yash Bass

    We just temporarily pulled your sites down to determine if they are responsible. We're just monitoring server behavior. That server has been up and down the whole day.
  5. daddyc

    daddyc Perch

    Sounds all too familiar. I hope Jodohost actually emailed you to let you know about the problem. Or did they just pull the website down and not tell you about it? That was the thing that annoyed me most when they thought it was my site causing the problems.

    Yash - another account that is purely HTML (as mine was). Don't you think there may be a bigger problem to fix rather than continuing to kick sites off? These are sites that shouldn't be causing problems. I think you'll end up going round in circles unless you find the real problem.
  6. Yash

    Yash Bass

    1) Customer was emailed
    2) IIS crashed 12 times in the last 24 hours on that server. One of the customer's site was identified as problematic. We had to rename the customer's root directory which caused both sites to be taken offline. One of those sites wasn't just HTML.

    You need to understand that we are running a hosting business. We have a considerable number of customers that are running sites that utilize excessive
    processes, multiple database calls that remain open, poorly written asp and the
    list goes on.
    The server is crashing I hope you understand that.
    That is why we have deactivated the sites in IIS.

    This customer's websites continues to remain deactivated as the second site (t*.com) is crashing IIS every now and then when we tried turning it on. We are still monitoring server behaviour. We'll reach a conclusion very soon. The server is pretty much stable at the moment.

    There is no problem as such on Win5. It hardly has 200 websites on it.
  7. Hawkeye

    Hawkeye Perch

    My site is also down - how have you narrowed this down to 9 sites and is the fact that mine is currently unavailable (I did receive an email) mean that my site is one of the 9? Or did everyone on that server get the email? Nothing has changed on my site in the past month, so I am distressed that this is happening now. If the "t*.com" site that you mentioned above has been responsibly for crashing the server, why are other sites being taken offline also? What is the current status? Thank-you.
  8. Hawkeye

    Hawkeye Perch

    Well, if the server just started crashing and you just installed something of this sort, I'd say that there is a good chance that is the problem...I guess time will tell.
  9. brawney

    brawney Perch

    I think everyone got the email:

    Win5 has crashed 12 times in the last 24 hours due to problematic websites running on it. We are in the process of trying to determine which sites are causing such problems. If your site happens to be one, we'll be forced to disable it temporarily and see how the server behaves. If we determine that your site is conclusively responsible for downing the site repeatedly, we'll inform you and you'll have to begin looking for a new host

    The only part of that email that bothers me is the last sentence. I will not have any chance to fix my site? I just have to move to another host? I thought the situation with dadyc would have made Yash review his policy or create a policy if one didn't exist. I would like a chance to fix the problem if you determine that my site is causing problems. That process may take a little more effort on JodoHost's part to work with the customer on their site, but just shutting them down and telling them to move to another host is not a good way to handle it.

    My site has not been identified as a problem site. I sure am happy about that! But if the customer claims are true, and sites that have nothing more than html pages are being identified as problem sites, this means any one of us could be hit next. I think customers are losing faith in JodoHost. First one customer (dadyc) says it happened to him (plain html page causing problems) now a second, we're seeing a pattern here. I think JodoHost should take the time to work with these customers now to solve their problems. Do a little damage control on your reputation now, before it gets worse. If this pattern continues I think JodoHost is going to get a bad name in the industry.

    I have been very happy with JodoHost's support and performance so far. Yash has been just great. I think the recent situation with dadyc, the recent situation with HSphere/Helm and the new cluster, and now this situation is starting to take it's toll on JodoHost's reputation though. I hate to see them get a bad reputation for something they can avoid if they just put a little thought and attention into it right now.

    I understand this is a shared hosting environment and that represents a whole list of problems for JodoHost. I'm not concerned that they have to shut down sites in an attempt to determine which one is causing the problem. I'm not concerned that they will shut down a site that they have determined is causing a problem. I'm concerned that they shut down the site and tell you to move on to another host, without working with you a little and helping you to solve the problem.

    Yash, please do the right thing for the customers and your company. Work this through carefully with the customers that have a problem site. Thanks to all for reading my long message. Good luck!
  10. eko

    eko Perch

    I agree with Brawney, I don't think my sites are responsible as they haven't changed since I set them up a couple of months ago (I don't even think that they are on Win5), but nevertheless I think that customers should receive an email if they're responsible for the fault with an option to rectify the problem within a given time span. A policy is indeed required.
  11. Hawkeye

    Hawkeye Perch

    Brawney, is your site currently up or down? Mine is down... X(

    It is currently 10:45 Eastern Time US. Mine has been down all morning at least, maybe since yesterday. I thought since I got the letter, my site was one they were looking at, but since everyone got it, then maybe not. Either way, it is down.

    I agree with all the previous comments about working with the customer who is causing this issue, whoever it is, before just making them switch hosting services. Even if that means temporarily moving them to an isolated server as to not effect other customers while the issue is worked through. Since this issue has been happening only for 24 hours or so, asking "what has changed with your site in that time" would be a good the gentleman above with the PhPBB install. :(
  12. Yash

    Yash Bass


    Unfortunately your site has also been brought down temporarily. It has been determined to be very excessive on system resources
  13. shamrox

    shamrox Perch

    i agree with Brawney. I was one of the people who go the email that said they had to shut down sites. I am not really doing anything with the sites right now but I am worried that if I start to use the site that I might be in the situation that some are in now.

    If some of these people who have to go else where for service could post there url so we can see why they where a "stress" on the system that would be great.

    Anyway, I understand that jodohost is going thru some major changes but I hope we can get back to some stability.
  14. Yash

    Yash Bass

    Customers should NOT panic about what we are doing. I'd just like to stress that we have very experienced administrators. We know what we are doing.

    When I say a site is being excessive on system resources, we have been monitoring that site for at least some hours after identifying it. Sites that cause IIS to crash or consume excessive resources DO NOT belong on a shared hosting environment.

    You should only worry if your site is getting high traffic and
    1) executes many SQL queries OR
    2) has alot of scripting routines that run very frequently OR
    3) has big files available for download (and which are very popular)

    If any customer is concerned that their site may be deactivated, please don't hesitate to contact us - [email protected]
  15. Yash

    Yash Bass

    When a site is using excessive system resources and is causing frequent IIS crashes, our policy is to disable first and inform later. We can't let other websites suffer

    We will have a revised policy however when our new cluster is setup. Right now our priority is to stop Win5 from crashing.
  16. TekniDude

    TekniDude Guppy

    Well I was only emailed AFTER I opened a support ticket and created this thread.

    OK, the one domain has around 8000-10000 hits a day but it is VERY small pages. (Not much bandwidth)
    It does however use a lot of SQL queries.
    I had no clue that would be a problem until now. My previous hosting company never had any issues.

    (The one domain that I said was purely HTML, sorry, what I meant was NO ASP PHP etc. No scripting at all, a couple pages and a shockwave file and some images.)

    So if you have narrowed it down to the one domain, why is my WHOLE account still disabled? Including other domains and subdomains?

    I have about 250 paying customers that use my site every day and this is not fair to them or me.

    I would like to see this issue get resolved in a timely matter and I am willing to help.

    ...And I would like you to give me access to my files so I can move them to a different host if it comes down to it.

    *EDIT* If you want to try disabling and see if that helps.
    Thats were I installed phpBB. The only thing on it is phpBB. And like I said I installed it maybe 2 days ago.
    (Its not even getting used by anyone yet.)

    Jason Volk
  17. Hawkeye

    Hawkeye Perch

    This is RIDICULOUS. So, if your site is getting high traffic, which WE ARE PAYING FOR, we are in danger of being shut down?!!!

    Here is the letter I got today:

    "Dear Customer

    We have identified your website responsible for repeatedly crashing IIS and high resource usage. We were forced to deactivate it. We suggest you clear all your files off your account and put a simple "This site is facing technical difficulties"" page as your default. We'd then reactivate it as you search for a new host

    Best Regards
    Customer Support"

    There are a couple of problems here - first off, I have been paying for the TITANIUM plan since I became a subscriber (about 5 weeks ago). I can't believe this is how you treat your TITANIUM customers in particular.

    It stands to reason that TITANIUM customers will use more resources, whcih is why we are paying for these resources. You should have TITANIUM CUSTOMERS on servers which can handle the load we are paying for. It should also be noted that my site is using on ONLY HALF the bandwidth that is included with the TITANIUM plan! ! !

    I find it very strange that my site has been running fine for all these weeks, then with no changes in the past two days, was suddenly identified as taking down the server. The traffic on my site has been consistant the ENTIRE TIME.

    So, basically I think that I have been targeted because I was using more resources than other sites on that server (thus the reason I have paid for the TITANIUM plan). How else could my site be suddenly crashing the server when it has not changed and was not crashing the server 1 week or 3 weeks ago? I think another customer installed something on THEIR site which has been crashing the server and I (along with others?) were caught up in the sweep since my site has high utilization.

    I think they have simply taken the sites which have the top utilization on this server and sent these letters to the owners. So, the message here seems to be, that it's fine to purchase a plan with high limits (and pay for it), but just DON"T USE IT. X(

    Changing web hosting services is a HUGE HASSLE and one I just went through early last month. I settled on Jodohost because I had heard GOOD THINGS about the service. I don't WANT to switch or be forced out, especially since I don't believe my site was responsible for this.

    If anyone is interested, like many of you, my site uses the ASPInvision portal (MadDog's portal) just like a LOT OF OTHER SITES HERE.

    So, I would like the following questions answered:
    1.) Why are TITANIUM customers, who can be expected to have a higher utilization, not on servers which can handle the load? And I'm only using HALF the alloted load for the TITANIUM plan and I'm being told that I'm using too much????
    2.) With no changes to my site, how am I suddenly crashing the server now?

    To say I am angry about this is an understatement.
  18. TekniDude

    TekniDude Guppy

    Can anyone tell me how to clear my files off of my account?
    If I FTP into the server, no files are there. Only the folders.

    Any status updates on this whole thing?
  19. brawney

    brawney Perch

    This is interesting because Invision Portal is a commercial software package. It is not freeware. If that is all you're using on your site then we're talking about an entirely different problem then. We're not talking about home grown software that is poorly made.
  20. Hawkeye

    Hawkeye Perch

    TekniDude, so you have received the same letter and been asked to clear your files? Is your service being cancelled?

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