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Chimehost Xen VM outage?
| Posted by Titanic_Tomato, 07-30-2012, 05:37 PM |
One of my business customers has a Xen VM with Chimehost. It went offline this morning around 8AM my time.
It is now 2PM and it's still down.
I can get in to the host via a console app on the portal site and it confirms that the VM is up and running, but I can not ping my local gateway and there isn't any ARP response from it.
The ticket I opened with Chimehost has gone unaddressed. Nobody has even opened or routed the ticket.
WTF.
Any other Chimehost customers currently down? |
| Posted by ChimeHost, 07-31-2012, 11:40 AM |
If your VPS is still offline, please get in touch with us by submitting a ticket to support[at]chimehost.com
You can also get in touch by using the site chat. |
| Posted by Titanic_Tomato, 07-31-2012, 07:36 PM |
Followup on this issue:
Whatever the problem was, it was on Chimehost. The VM in question, which is one of their XEN VPS 4x blocks, was alive but unable to ping it's gateway address for unknown reasons. This problem magically went away when someone at Chimehost finally looked at it.
Nobody from the customer side had logged into the VM in at least a week.
From what I can tell, the VM went offline at 6PM on the 28th.
It came back online at 3:30PM on the 30th.
Total down time was about 45 hours.
I was not monitoring the host at the time and the customer was able to notify me on Monday.
Response time from Chimehost from the time the ticket was opened until first response was 86 minutes, about an hour and a half.
After the initial response, the second response took 30 minutes.
Total response time from ticket being opened until issue resolution was about 2 hours and 30 minutes.
Below is troubleshooting output from the console, showing the default gateway being down
Code:
root@www# netstat -rn
Kernel IP routing table
Destination Gateway Genmask Flags MSS Window irtt Iface
173.224.217.208 0.0.0.0 255.255.255.248 U 0 0 0 eth0
0.0.0.0 173.224.217.209 0.0.0.0 UG 0 0 0 eth0
[~]
root@www# ping 173.224.217.209
PING 173.224.217.209 (173.224.217.209) 56(84) bytes of data.
--- 173.224.217.209 ping statistics ---
3 packets transmitted, 0 received, 100% packet loss, time 2001ms
root@www# arp -an
? (173.224.217.209) at 00:0f:35:8a:b4:00 [ether] on eth0
[~]
So, what does Chimehost have to say about this? Nothing. After resolving the issue, they have ignored my further communications.
I have a server with OpticFusion over in Tacoma WA that got reset last week -- someone was working on my hardware by mistake, thinking it was another customer, and pressed the reset button. OpticFusion owned up to the issue immediately, explained what had happened, and the tech responsible apologized to me personally. No problem. That's what a good ethical company does.
Chimehost? Not so much. |
| Posted by ChimeHost, 07-31-2012, 08:57 PM |
I don't see the IP you listed in our control panel and we don't have any server using that IP address.
Can you please provide ticket ID, so we can investigate the issue? |
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